If/Else Stage

The If/Else stage routes conversations based on variable values and conditions. Create branching logic to handle different scenarios.

Overview

If/Else nodes evaluate conditions against collected data and route to different paths:

             ┌─────────────┐
             │   If/Else   │
             └──────┬──────┘
        ┌──────────┼──────────┐
        │          │          │
        ▼          ▼          ▼
   [Condition A] [Condition B] [Default]

If/Else nodes are colored yellow on the canvas.

Configuration

Conditions

Each condition evaluates a variable against a value:

Property	Description
Variable	The variable to check
Operator	Comparison operator
Value	Value to compare against
Target	Node to route to if true

Operators

Operator	Description	Example
`==`	Equals	`status == "active"`
`!=`	Not equals	`plan != "free"`
`<`	Less than	`age < 18`
`>`	Greater than	`total > 100`
`<=`	Less than or equal	`quantity <= 10`
`>=`	Greater than or equal	`score >= 80`
`exists`	Variable is set	`order_number exists`
`is_empty`	Variable not set	`email is_empty`
`contains`	Contains substring	`issue contains "refund"`
`not_contains`	Doesn’t contain	`notes not_contains "urgent"`
`in`	Value in list	`department in ["sales", "support"]`
`not_in`	Value not in list	`status not_in ["cancelled", "expired"]`
`regex`	Matches pattern	`order_number regex "^[A-Z]{2}[0-9]{6}$"`

Default Target

The fallback route when no conditions match. Always set a default to handle unexpected cases.

Evaluation Order

Conditions are evaluated in order from top to bottom. The first matching condition wins.

Conditions:
issue_type == "billing"     → Billing Team
issue_type == "technical"   → Tech Support
priority == "high"          → Urgent Queue
Default                     → General Support

If issue_type is “billing”, the caller goes to Billing Team even if priority is also “high”.

Example Configurations

Department Routing

Conditions:
  - variable: department
    operator: ==
    value: "sales"
    target: Sales Conversation

  - variable: department
    operator: ==
    value: "support"
    target: Support Conversation

  - variable: department
    operator: ==
    value: "billing"
    target: Billing Conversation

Default: General Conversation

Priority-Based Routing

Conditions:
  - variable: customer_tier
    operator: ==
    value: "enterprise"
    target: VIP Support

  - variable: wait_time
    operator: >
    value: "10"
    target: Priority Queue

  - variable: issue_severity
    operator: ==
    value: "critical"
    target: Urgent Handler

Default: Standard Queue

Order Status Check

Conditions:
  - variable: order_status
    operator: ==
    value: "shipped"
    target: Tracking Info

  - variable: order_status
    operator: ==
    value: "processing"
    target: Processing Update

  - variable: order_status
    operator: ==
    value: "cancelled"
    target: Cancellation Handling

  - variable: order_status
    operator: is_empty
    target: Order Lookup

Default: Order Support

Multi-Condition Routing

Conditions:
  - variable: language
    operator: ==
    value: "spanish"
    target: Spanish Agent

  - variable: return_customer
    operator: ==
    value: "true"
    target: Loyalty Program

  - variable: cart_value
    operator: >
    value: "500"
    target: Premium Sales

Default: Standard Flow

Common Patterns

Validate Required Data

Check if required information was collected:

Conditions:
  - variable: customer_email
    operator: exists
    target: Proceed with Email

  - variable: customer_phone
    operator: exists
    target: Proceed with Phone

Default: Collect Contact Info

Business Hours Routing

Route based on time-related variables:

Conditions:
  - variable: is_business_hours
    operator: ==
    value: "true"
    target: Live Support

Default: After Hours Message

Sentiment-Based Routing

Route frustrated customers differently:

Conditions:
  - variable: sentiment
    operator: ==
    value: "angry"
    target: De-escalation Handler

  - variable: sentiment
    operator: ==
    value: "frustrated"
    target: Priority Support

Default: Standard Support

Flow Examples

Simple Branch

┌─────────────────┐
│ Data Extraction │
│ - issue_type    │
└────────┬────────┘
         │
    ┌────▼────┐
    │ If/Else │
    └────┬────┘
    ┌────┴────┬────────┐
    │         │        │
    ▼         ▼        ▼
[Returns] [Exchange] [Default]

Nested Conditions

┌─────────────────┐
│ Data Extraction │
└────────┬────────┘
         │
    ┌────▼────┐
    │ If/Else │ (Department)
    └────┬────┘
         │
    ┌────▼────┐
    │ If/Else │ (Priority)
    └────┬────┘
         │
    ┌────▼────┐
    │ Handler │
    └─────────┘

Best Practices

Always Set Default

Every If/Else needs a default path. Unhandled cases break flows.

Order Matters

Put most specific conditions first. More general conditions go later.

Test All Paths

Verify each condition branch works as expected with test data.

Keep It Simple

Avoid deeply nested If/Else chains. Consider restructuring complex logic.

Data Extraction

Collect the variables to evaluate

Transitions

Alternative routing with conversation transitions

Conversation

Handle each branch with conversation nodes

Getting Started

Agent Builder

Agent Configuration

Test Agent

Publish

Overview

Configuration

Conditions

Operators

Default Target

Evaluation Order

Example Configurations

Common Patterns

Validate Required Data

Business Hours Routing

Sentiment-Based Routing

Flow Examples

Simple Branch

Nested Conditions

Best Practices

Always Set Default

Order Matters

Test All Paths

Keep It Simple

Data Extraction

Transitions

Conversation

​Overview

​Configuration

​Conditions

​Operators

​Default Target

​Evaluation Order

​Example Configurations

​Common Patterns

​Validate Required Data

​Business Hours Routing

​Sentiment-Based Routing

​Flow Examples

​Simple Branch

​Nested Conditions

​Best Practices

Always Set Default

Order Matters

Test All Paths

Keep It Simple

​Related

Data Extraction

Transitions

Conversation

Overview

Configuration

Conditions

Operators

Default Target

Evaluation Order

Example Configurations

Common Patterns

Validate Required Data

Business Hours Routing

Sentiment-Based Routing

Flow Examples

Simple Branch

Nested Conditions

Best Practices

Related