Conditions

Who should read this article: Administrators

The Conditions node helps decide where interactions are routed based on information collected during the flow.

Introduction

Inbound interactions include many different system variables (see the table below) related to interaction properties and the contact. You may also use custom variables, including variables populated by the HTTP Request node, to collect values from a web service and pass them as custom variables (for example, {{customerName}}).

Use the Conditions node to analyze the values of system and custom variables, then route an interaction based on whether the variables match conditions (1) and its rules (2) specified in the node settings.

When configuring the Conditions node, add one or more conditions you want to analyze. For each condition, specify one or more rules that define the condition. You can specify that the condition matches only when all the rules match or when any individual rule matches.

In the following example, three conditions are defined. When a call enters the flow, an HTTP Request node retrieves some data from a web service.

The data is passed to the Conditions node as a custom variable. The Conditions node checks each specified condition in order from top to bottom:

• If Condition 1 matches, the interaction is routed to a queue using the Route node; otherwise,
• If Condition 2 matches, the interaction is routed to the Send Message node, and an SMS is sent; otherwise,
• If Condition 3 matches, the interaction is routed to another HTTP Request node where information is sent to a web service; otherwise,
• If none of the conditions match (No match), the interaction is routed to voicemail.

Connections

The Conditions node supports an unlimited number of input and output connections.

Use Case: One flow with multiple channels

You can manage multiple inbound phone numbers/channels using a single flow by configuring multiple conditions in a Conditions node to analyze the dialed number (dnis) system variable. Each condition routes the call to a different call-handling flow.

Use Case: Data-driven routing decisions

Use the HTTP Request and Conditions nodes together to route calls based on data retrieved by one or more HTTP Request nodes from an external web service.

Use the Conditions node to analyze the returned data for one or more custom variables, then apply call-handling logic dependent on the values.

Using the Condition node

To add a Conditions node to your interaction flow, click the Conditions icon:

The Conditions node allows an unlimited number of input and output connections. There should be one output connection for each specified condition plus one No match connection for when none of the specified conditions match.

To make an input connection, drag a link to the Conditions node from any node supporting an output connection.

To make an output connection, drag a link from the Conditions node to any node supporting an input connection.

The Conditions node has two output connection types: Condition (match) and No match. These connections represent one of the two possible outcomes for the node when a condition is analyzed. By default, the Conditions node includes one condition and one No match. An additional output connection is added for each condition you add to the node.

Variable types and comparison operators

The Conditions node supports both system and custom variables.

Different comparison operators are available, depending on the data type. The following data types are supported:

• string (ani, dnis, phone_type, uuid, and custom variables)
• number (custom variables)
• date and time (start_time and custom variables)

String

Number

Date

Configuring the Condition node

Click a Conditions node to display the Conditions node configuration panel.

Conditions

For each condition you create, specify one or more rules defining the condition.

• Click All rules to indicate that the condition is matched only when all the rules are met.
• Click Any rule to indicate that the condition is matched if at least one of the rules is met.

To add another condition, click Add condition.

To remove a condition, click the 'X' on the top right of the condition.

Rules

Each condition must have at least one rule. There is no limit to the number of rules you can specify for a condition.

Configure a rule by using the three fields:

• Variable (includes system and custom variables)
• Operator (analyzing the value of the variable)
• Value (the data contained in the variable)

To define variables and operators, select them from the drop-down menus. To define a value to be compared against the value of the specified variable, manually enter it in the Value field.

To specify another rule for a condition, click Add rule inside that condition.

To remove a rule, click the 'X' next to the rule.