Condition

The “Condition” panel allows for the evaluation of a specific value based on configurable conditions, using either "AND" or "OR" as the condition type. Users can add multiple conditions, applying various operators to assess whether the overall statement is true or false.

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Figure 1: Condition panel

Using this panel

This panel can assist in a range of scenarios. Here are a few examples of situations where it can be particularly useful:

• Customer Service Routing Based on Account Status
  Use the Condition Panel to check if a caller’s account status is “Active” or “Past Due.” Based on this condition, the call flow can route active accounts directly to standard customer service, while overdue accounts are directed to a billing representative for faster issue resolution.

• Prioritizing High-Value Customers
  If the caller’s account indicates a premium status or high-value customer tag, the Condition Panel can identify this and prioritize the call by placing it in a dedicated queue for expedited service. This enhances the experience for key clients by reducing their wait time.

• Eligibility Check for Promotions or Discounts
  Before offering a promotional option in the IVR, the Condition Panel can evaluate if the caller meets specific criteria—such as membership length or purchase history. If the caller qualifies, the flow presents the promotional options; if not, it bypasses them, maintaining a tailored experience.

• Language Routing Based on Caller Preferences
  If the caller’s profile has a language preference set (e.g., Spanish), the Condition Panel identifies this preference and automatically directs the caller to an agent or IVR options in that language, ensuring a seamless experience.

Configuration

1. Panel Name: Enter a unique name to identify the panel.

2. Set as Flow Initiator: Select this button to set the panel as the starting point (i.e., the flow initiator) of the Logic flow. Once set, this can only be removed by setting a different panel as the flow initiator.

3. Panel Description: Enter notes about the panel for reference here. This field is collapsed by default. Select the down arrow to expand.

4. Value: The variable being evaluated.

5. Condition Type: Select either "AND" or "OR" from the dropdown to define how multiple conditions are combined.

6. Conditions: The criteria against which the value is evaluated.

   1. Name: The name of the comparison.

   2. Operator: The operator is used when comparing the current variable against all specified comparison values. Options are Equal, Not Equal, Less Than, Less Than or Equal To, Greater Than, Greater Than or Equal To, Contains, Does Not Contain, Exists, and Does Not Exist.

   3. Value to Evaluate: Enter a value or variable to be compared against the Value entry specified above.

7. Ignore Case: Specify whether capitalization should be ignored in all evaluations. This affects all evaluation entries in this panel. This setting uses either a toggle or a variable.

   1. Use Toggle: If switched off (default), all evaluations will check for matching capitalization when applicable. If switched on, all evaluations will ignore matching capitalization.

8. Exit Paths: Use the dropdown menu to select another panel in your flow. Any output from this panel will advance to the linked panel.

   1. True: Indicates the evaluation returned a result of true.

   2. False: Indicates the evaluation returned a result of false.

   3. Error: The path taken when there is an error

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Figure 2: Configuring Condition panel