Conditional logic and branching

Branching is what separates a call flow from a static IVR. The Condition component evaluates one or more rules and sends the call down the matching branch.

What you can test

Operators

• Equals / not equals
• Greater than / less than (numeric values such as queue length)
• Starts with / contains (useful for country prefixes)
• Is empty / is not empty (checks a lookup actually returned data)

Combining rules

Rules inside one Condition are joined with AND or OR. For more than two levels of nesting, chain several Condition components instead — the canvas stays readable and validation errors point at a smaller area.

Worked example: VIP routing

1. 1

   Look up the caller

   Use HTTP Request to query your CRM with the caller ID and store the response field tier.

2. 2

   Branch on the result

   Add a Condition with the rule tier equals gold.

3. 3

   Route each branch

   True → Transfer to the VIP queue. False → Transfer to the standard queue.