Getting Started with Classic Logic Bots

Overview

Logic Bots are Sharpen's omnichannel approach to interaction routing, serving as intelligent, visual IVR flows that work across voice, chat, and other channels. Rather than building and maintaining separate auto-attendants or chatbots for each channel, Logic Bots allow you to design a single, unified interaction flow that handles routing decisions for any channel in one place.

The goal of every Logic Bot is the same: connect customers with the right agent or queue as efficiently as possible, with minimal friction.

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.

Logic Bots vs. Auto-Attendants

A traditional Auto-Attendant functions as an automated operator, typically voice-based or DTMF-driven, that greets customers and prompts them to make a selection (for example, "Press 1 for Customer Service, Press 2 for Sales"). Auto-Attendants are effective but limited to a single channel and require separate tools for other interaction types.

Logic Bots expand on this concept by serving as omnichannel auto-attendants. The same routing logic that handles a phone call can also handle a webchat or SMS interaction, eliminating the need to build and manage separate tools for each channel.

Example interaction flow: When a customer calls in, the Logic Bot first evaluates whether the call arrives during business hours or after hours. After-hours calls are routed to voicemail. During business hours, the customer is presented with options, for example, pressing 1 for Customer Service or pressing 2 for Sales, and is then routed to the appropriate queue where an available agent can assist them.

This same flow, once designed, can be built visually in Logic using a drag-and-drop interface that makes it easy to assemble and adjust routing paths in a single cohesive diagram.

Creating a New Logic Bot

To create a new Logic Bot, navigate to Admin > Configuration > Logic & Actions and click New Logic Bot.

Complete the following basic settings to get started:

Name Enter a descriptive name that clearly identifies the purpose of this Logic Bot.

Description (optional) Provide a brief description of what this Logic Bot does and where it is used.

Time Zone Select the time zone that applies to this Logic Bot. This is important for Time Control panels that evaluate business hours or other time-based conditions.

Text-to-Speech Voice Select the voice that will be used to read any text-based messages within the flow. All voices are in English but include a wide range of accents and dialects. This setting can be changed at any time and applies to all panels within the flow unless overridden by a custom sound file on an individual panel.

Once you click Save, you will be taken to the Logic-building interface where you can begin constructing the visual IVR flow.

The Start Panel

Every Logic Bot requires a Start panel — the entry point of the flow. The Start panel is created automatically when a new Logic Bot is saved. By default it is a Match type panel, but it can be changed to any panel type except an Exit panel.

To begin building the flow, double-click the Start panel to open the Edit Panel window. From here, you can select the panel type you want to start with and begin configuring its settings.

Next Steps

Before building out your Logic Bot further, it is important to understand the available panel types — the building blocks of every Logic flow. Each panel type serves a specific purpose and determines how the interaction is evaluated and routed at that point in the flow. Once you are familiar with how each type works, you can combine as many or as few as needed to achieve your routing objectives.

Refer to the related articles below to continue.