Branch by condition step basics
When you add a new Branch by condition step to your answer flow, the following settings are included:
- Name that identifies the step on the canvas.
- Two default branches that must be configured before the answer
flow can be published:
- If this: If the branch's conditions are met, the conversation follows the branch's steps
- Else: If the conversation doesn't match the conditions of any other branch, the conversation follows this branch's steps
Branch by condition can have up to six branches, including the Else branch. The Else branch is required and cannot be removed from the step. You can add up to four additional branches, to a maximum of six branches.
To add an additional branch, click Add branch and configure the following settings for each branch:
- Name that describes the condition for the branch. This name appears as the branch name on the canvas.
- Condition that includes the following elements:
- Variable: The data that will be evaluated to see if the condition is met.
- Operator: How the data from the variable and value are compared. Includes is, is not, contains, and does not contain.
- Value: Value expected for the condition specified by the operator.
See Condition elements for more information.
You can combine conditions for a branch using the AND/OR drop-down. For example, the following branch checks whether a user is located in Australia or the United States.
A conversation can only follow one branch. Branches are evaluated in the order they are included in the step. End users that meet the criteria of more than one branch will be sent down the first branch with matched criteria, from top to bottom in the step's configuration panel or left to right on the canvas. Branches can be reordered by dragging the condition panes on the canvas.
In a condition, a variable's value is compared to a static value. Variables are added to the condition using a drop-down menu.For more information about variable types and creating variables, see Using variables to personalize bot answers.
The operator determines how the variable's data is compared to the value. Operators are added to a condition using a drop-down menu.
The following operators are available. All operator matching is case-insensitive.
- Is: Match if value in a variable is exactly equal to a specific value.
- Is not: Match if the value in a variable is not exactly equal to a specific value.
- Contains: Match value in the variable that contains certain text in any position, partial match, e.g. sub-string.
- Does not contain: Match the value in the variable and does not contain certain text in any position.
A value is static data that's compared to a variable.
It represents the expected data for a variable. For example, in a condition that
checks whether a customer's
membership_status is "platinum",
"platinum" is the value.
The input field used to specify a condition's value varies based on the variable. For the Authenticated status variable, you specify the condition's value using a boolean drop-down field. For other variables, you specify the condition's value using a text input field.
membership_statusdrop-down field accepts a "Platinum level" value with a related "platinum_level" tag. To check whether the customer has a platinum membership status, use "platinum_level" as the value in the condition.
A nested condition is a condition that contains two or more conditions inside it. You can use nested conditions to build complex logic that relies on multiple conditions. They are especially useful when combining conditions using both AND and OR.
- The user has a “platinum” membership status AND
- The user is located in one of the following countries:
- Australia OR
- The United States
You can only nest conditions up to three levels deep. Each level, including the top level, can contain up to six conditions.