Switch Panel

Overview

The Switch panel evaluates a variable in your flow and routes execution down different paths based on the result. It is commonly used to make decisions based on caller input or other dynamic values, acting as a branching point that allows your logic to respond differently depending on what it encounters.

Each Switch panel evaluates a single value but supports multiple condition sets, called evaluations, so the panel can handle a range of expected outcomes and respond to each one differently.

Before You Begin

Think through all the possible values your flow might encounter and what should happen in each case. Each evaluation you create will generate its own exit path, and any value that does not match any evaluation will fall through to the Default exit path. Make sure the default path leads somewhere meaningful.

Example Use Case

A Logic designed to schedule appointments needs to behave differently based on how many open time slots are available. A Switch panel evaluates the availability count — if slots remain, the flow proceeds to scheduling; if the count reaches zero, the flow redirects callers to an alternative option such as a waitlist or callback. Each condition maps to its own exit path, keeping the logic clean and easy to follow.

Another common use case is pairing the Switch panel with a Play Message panel to route calls based on a caller's DTMF input. The Play Message panel collects the input and stores it in a variable, which the Switch panel then evaluates to determine the next step.

Properties

• Name

  • Enter a unique, descriptive name to identify the panel.

• Description

  • Enter any notes about the panel for reference. This field is collapsed by default; select the down arrow to expand it.

• Initiates Flow

  • Designates this panel as the starting point of the Logic flow. When selected, this panel will be the first to execute when the flow is triggered. This can only be removed by setting a different panel as the flow initiator.

• Redact Data in Logging

  • Disables data logging for this panel to support data redaction requirements. This feature is available upon request and is subject to change.

Fields

• Value

  • Enter the variable or string you want this panel to evaluate. This is the value that all evaluations will be compared against. It can be any variable present in the flow, such as a value captured from caller input.

• Evaluations

  • Each evaluation defines a condition to compare against the Value field above. One evaluation is provided by default. Select Add Evaluation to create additional ones. Each evaluation that matches the value at runtime will route through its corresponding exit path.

    • Name

      • Enter a unique name for the evaluation. This name will be used as the label for its corresponding exit path.

    • Operator

      • Select the comparison operator to use when evaluating the value. Available options are in the table below.

    • Value to Evaluate

      • Enter the value or variable to compare against the Value field above. When the operator's condition is met, the flow routes through this evaluation's exit path.

Ignore Case

• Ignore Case

  • Specifies whether capitalization should be ignored across all evaluations in this panel. This setting applies globally to every evaluation; it cannot be set individually per evaluation.

    • Off (default): Evaluations will check for exact capitalization when comparing string values.

    • On: Evaluations will ignore capitalization differences when comparing string values.

    • Use Variable: Reference a variable to control case sensitivity dynamically within the flow.

Exits

• Evaluation Exit Paths

  • Each evaluation you create generates its own exit path, named after that evaluation. When the value matches an evaluation's condition, the flow routes through that exit path.

• Default

  • The path taken when the value does not match any evaluation. Ensure this path leads to a meaningful next step in your flow, as it will handle any unexpected or unaccounted-for values.