Classic Logic Panel Types

Logic flows are built by combining a series of panels, each representing a specific action or decision point within the interaction flow. Selecting the right panel types and configuring their associated settings is the foundation of building an effective Logic Bot. This article covers the available panel types, their shared components, and the unique configuration options available for each.

The Start panel is a positional marker that designates the beginning of a flow; it is not a configurable panel type.

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• Match

  • Routes an interaction based on a specific customer response. For example, if a customer says "password" when asked what they need help with, the Match panel can route them to the appropriate support flow.

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• Capture

  • Collects information from the customer, such as a case number or account ID, which can then be used to drive dynamic IVR behavior or perform data lookups. For example: "Please enter your case number."

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• PII Capture

  • A specialized version of the Capture panel designed for securely collecting sensitive information such as PINs, Social Security numbers, and credit card numbers. PII Capture panels can validate input based on the number of digits entered — for example, confirming that a credit card number contains the correct number of digits before proceeding.

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• PII Capture cont'd

  • Once collected, PII data can be passed to a dot[CX] project for third-party validation. For example, an IVR could collect a customer's ID and PIN, pass them to a CX project for authentication, and have the customer fully verified before they reach a live agent.

• Condition

  • Routes interactions based on a pass or fail evaluation of specified criteria. For example, a condition based on communication type could route inbound calls differently from other interaction types such as SMS or web chat.

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• Time Control

  • Controls interaction flow behavior based on the time and day an interaction occurs. For example, you can create separate routing paths for business hours and after-hours, or define unique flows for holidays and weekends.

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• Exit

  • Routes the interaction out of the Logic flow to a defined end result, such as a Sharpen Queue, Ring Group, or callback offering.

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Most panel types share a common set of configurable elements. These are defined below, followed by panel-specific options.

Every panel includes an Action Type dropdown. For Match, Time Control, and Capture panels, Respond is the only available action type.

• Respond

  • The Respond action plays a message to the customer. It includes the following configurable elements:

  • Message

    • Enter the text you want the customer to hear. The text-to-speech voice selected in the initial flow configuration applies to all panels within the flow. Changing the voice in the base configuration automatically updates all panels.

  • Call Variables

    • Insert dynamic call variables into the message to create a more personalized interaction experience.

  • Sound Files

    • If you prefer a custom recording over text-to-speech, you can upload and select a sound file. Selecting a sound file overrides the text-to-speech setting entirely.

In addition to Respond, Condition panels support two additional action types:

• Logic Triggered Bot

  • Executes an Action Bot as part of the condition flow.

• cURL

  • Runs a dot[CX] project.

Condition panels also include a dedicated Criteria section where you define the condition logic. For example, you can set a condition based on Communication Type to route inbound calls separately from other interaction types.

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In addition to Respond, Exit panels support three additional action types:

• Route

  • Routes the interaction to a specific Sharpen Queue or Ring Group.

• Callback

  • Triggers a queue callback and specifies the queue where the callback will wait.

• Q Voicemail

  • Deposits a voicemail into a designated queue.

Capture panels include a Settings section for defining what information is being collected and how it is validated.

• Capture Type

  • Select either Voice or DTMF as the input method.

• Validation

  • Optionally validate the collected input. For example, you can verify that a customer entered a valid phone number by confirming the correct number of digits were provided.

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• Max Input Length

  • Available when DTMF is selected. Limits the number of digits a customer can enter. For example, setting a maximum of 5 when collecting a zip code prevents over-entry.

Time Control panels restrict or expand interaction flow behavior based on time. After naming your Time Control, select a View Type to determine how you want to define the time window. Time Controls can be configured using any combination of the following:

• Dates

  • Define time controls for specific calendar dates — for example, August 23rd of each year. This is useful for one-off events such as off-site meetings or company-specific closures.

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• Days of the Week

  • Set recurring weekly schedules. This is the most common approach for defining standard business hours. For example, selecting Monday through Friday and setting the hourly range to 8:00 AM – 5:00 PM creates a standard business hours time control.

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• Holidays

  • Search and apply time controls for recognized holidays. The system supports both fixed-date holidays (such as Christmas on December 25th) and floating holidays (such as Thanksgiving, which falls on a different date each year). Begin typing the holiday name in the search field to locate and apply it.

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Once your date, day, or holiday selection is complete, use the hourly slider at the bottom of the panel to set the applicable time range.

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• Getting Started with Logic Bots

• Configuring Nodes and Connecting Panels

• Logic Logs

• Logic: Video Walkthrough

• Action Bots