Create Branches

The Branch node is a powerful tool in chat flow builders that allows you to create conditional logic in your chatbot conversations. You can use it to make decisions based on visitor input, visitor profile and visit data. In this tutorial, we'll walk you through how to use the Branch node effectively in your chat flow.

Step 1: Accessing the Chat Flow Builder

Before we start using the Branch node, make sure you are in the chat flow builder interface of your Interaction record. 

Step 2: Adding a Branch Node

1. In the chat flow builder, locate the point in your conversation where you want to introduce a decision or branching logic. This could be a point where you expect the user to make a choice or where you need to evaluate a condition.

2. To add a Branch node, simply drag and drop it into the chat flow at the desired decision point. Position it so that it clearly marks the branching point in your conversation.

Step 3: Configuring the Branch Node

The Branch node has two exits:

• Exit 1: Conditions Met (Green): Messages and actions connected to this exit will be executed if the conditions set in the branch filter are met.

• Exit 2: Fallback (Red): Messages and actions connected to this exit will be executed if the conditions set in the branch filter are not met. This serves as a fallback or default path.

To configure the Branch node:

1. Click on the Branch node to select it.

2. In the properties panel, you'll find an option to "Set Filters". Click this button to specify the conditions that determine which exit is taken.

3. A conditions editor should open, allowing you to define the criteria for each exit. These criteria can include visitor input to custom questions, visitor profile data and visit data as well as CRM properties.

4. After defining the conditions, give your Branch node a descriptive name. This name will help you identify and manage the branch node within your chat flow.

5. Click the "Update" button to apply your changes.

Step 4: Connecting Messages and Actions

Now that you've configured your Branch node with conditions, it's time to connect messages and questions to each exit:

1. Connect the messages or questions you want to execute when the conditions are met to the green exit of the Branch node.

2. Similarly, connect the messages or questions you want to execute when the conditions are not met to the red exit.

Step 5: Testing Your Branch Node

Before deploying your chatbot, it's crucial to thoroughly test the behavior of your Branch node. Test different scenarios to ensure that the conditions and branching logic work as intended.