Classic Logic & Actions: Configuring Nodes, Connecting Panels

Overview

Nodes are anchor points attached to Logic panels that determine how an interaction is routed after a panel's logic has been evaluated. With the exception of Exit panels, all panel types contain nodes that must be configured and connected to direct the flow of an interaction through the Logic Bot. This article covers how to configure nodes for each panel type and how to connect panels together to build a complete Logic flow.

Looking to build something new? Consider using Logic+ IVR instead—it offers a significantly more robust feature set and is the recommended platform for all new flow development. This documentation is intended as a reference for maintaining or modifying existing Classic Logic flows only.

To access Classic Logic, navigate to Admin → Configuration → Logic & Actions. From there, you can either select an existing Classic Logic flow or create a new one.

Understanding Nodes

Each node represents a possible outcome from a panel's evaluation. For example, a Condition panel checking whether an interaction's Communication Type equals "chat" would produce two nodes, Pass and Fail, each of which can be routed to a different destination.

To configure a node, double-click on it to open its settings. To configure the panel itself, double-click on the panel body.

Adding Nodes to a Match Panel

Match panels are unique in that nodes must be manually added for each possible customer response. This works well for multiple-choice prompts where you want to route interactions differently based on what the customer says.

Click once on the panel (not on a specific node) to reveal additional options.
Select Add Match to add a new blank node.

Double-click the new node to configure it.
Enter a Title for the node; this is what will be visible when viewing the Logic flow.

Enter at least one Match value, the word or phrase you expect the customer to say (for example, "yes").
Click Add to include additional inputs that should count as the same response (for example, "yeah" or "correct" alongside "yes").

Repeat the process to add a node for each additional response option (for example, a separate node for "no" responses).

Each node will then route the customer to a different destination based on their response.

Adding Nodes to a Capture Panel

Capture panels collect open-ended input from the customer, such as a case number or account ID. The default nodes for a Capture panel are Valid, Invalid, and Timeout.

Valid
- The customer's input matched the expected format or type.
Invalid
- The customer's input did not match the expected format.
Timeout
- The customer did not provide input within the allotted time.

Timeout is not a default node for PII Capture panels.

To configure node behavior:

Set the Validation type in the Edit Panel window to define what constitutes a valid input (for example, a specific number of digits for a case number).

Double-click the Valid node to configure where valid inputs are routed and which variable the captured data should be stored in.

Configure the Invalid node to re-prompt the customer with guidance, for example, reminding them how many digits their case number should contain.

Adding Nodes to a Time Control Panel

Time Control panels evaluate whether an interaction occurs within a defined time window. The resulting nodes are Met and Not Met.

Met
- The interaction arrived within the configured time window (for example, during business hours) and should be routed to a live agent queue.
Not Met
- The interaction arrived outside the configured time window and should be routed to an after-hours destination such as a voicemail queue.

When multiple Time Controls are configured (for example, Business Hours and Holidays), an interaction will route through Met only if all applicable conditions are satisfied. If any condition is not met, the interaction routes through Not Met.

Adding Nodes to a Condition Panel

Condition panels evaluate a defined criterion and produce Pass or Fail nodes, functioning similarly to a Time Control's Met / Not Met structure. Configure each node to route the interaction to the appropriate next step based on whether the condition was satisfied.

Exit Panels

Exit panels do not contain nodes. They serve as the final destination points within the Logic flow, sending the interaction to a specific outcome such as a Sharpen Queue, Ring Group, or callback. Every routing path within the Logic Bot should ultimately lead to an Exit panel.

Connecting Panels

Once panels have been created and their nodes configured, they must be connected to build the complete routing flow.

Click Add Panel in the upper-right corner to add a new panel and select the desired type.
To connect a node to a panel, click on the node and drag your cursor to the destination panel.
Repeat until every node on every panel is connected to a destination.

Best Practice: Every panel and every node should connect to something. An unconnected node leaves open the possibility of a customer reaching a dead end with no further routing, which will result in a poor experience.

To remove an existing connection, click on the line connecting a node to a panel, then click the trash icon to delete it.