Condition Panel

Overview

The Condition panel evaluates a variable against one or more configurable conditions and routes the flow based on whether the overall result is true or false. Conditions can be combined using either AND (all conditions must be met) or OR (at least one condition must be met), giving you flexible control over complex decision logic within your flow.

Before You Begin

Think through what you are evaluating and which condition type fits your scenario. If every condition must be true for the flow to proceed down a certain path, use AND. If any single condition being true is sufficient, use OR. You can add as many conditions as needed, and each one uses the same value defined at the top of the panel.

Example Use Cases

• Customer Service Routing Based on Account Status

  • A Logic flow checks whether a caller's account status is "Active" or "Past Due." Active accounts are routed to standard customer service, while overdue accounts are directed to a billing representative for faster resolution.

• Prioritizing High-Value Customers

  • If a caller's account carries a premium or high-value tag, the Condition panel identifies this and routes the call to a dedicated priority queue, reducing wait time for key clients.

• Eligibility Check for Promotions

  • Before presenting a promotional option in the IVR, the Condition panel evaluates whether the caller meets specific criteria, such as membership length or purchase history. Qualifying callers are offered the promotion; others bypass it, keeping the experience relevant.

• Language Routing Based on Caller Preferences

  • If a caller's profile has a language preference set (e.g., Spanish), the Condition panel detects this and routes the caller to an agent or IVR options in that language automatically.

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 you want this panel to evaluate. All conditions defined below will be compared against this value.

• Condition Type

  • Select how multiple conditions should be combined when determining the overall result.

    • AND: All conditions must be true for the panel to route through the True exit path.

    • OR: At least one condition must be true for the panel to route through the True exit path.

Conditions

Add one or more conditions to evaluate against the Value field above. Each condition consists of the following:

• Name

  • Enter a descriptive name for the condition.

• Operator

  • Select the comparison operator to apply. Available options are:

Value to Evaluate

Enter the value or variable to compare against the Value field above.

Additional Settings

Ignore Case

Specifies whether capitalization should be ignored across all conditions in this panel. This setting applies globally to every condition — it cannot be set per individual condition.

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

• On: Conditions ignore capitalization differences when comparing string values.

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

Exits

• True

  • The path taken when the overall evaluation result is true — meaning all conditions passed (AND) or at least one condition passed (OR).

• False

  • The path taken when the overall evaluation result is false.

• Error

  • The path taken if an error occurs during evaluation.