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Table of Contents

Step: Branch

Shing-Yi Tan Updated by Shing-Yi Tan

This Step creates Contact journeys based on Branch conditions.

Branch options

Configuration

Branches

When creating a Branch, you can include 1-9 other branches along with an Else Branch.

Branch Conditions

A maximum of 10 conditions with either AND or OR logical operators are allowed per branch. Each condition needs a defined category, operator and value.

The categories available within a condition include:

  • Contact Field (inclusive of all Custom Fields)
  • Contact Tags
  • Variables (inclusive of trigger variables and output variables from the Shortcut form)
  • Assignee Status
  • Last Interacted Channel
  • Last Incoming Message
  • Last Outgoing Message
  • Last Outgoing Message Source
  • Time Since Last Incoming Message
  • Time Since Last Outgoing Message
  • Assignee Status

Once the branch is configured, if required, you can clone it by selecting the Clone icon. The cloned branch is a sibling branch that includes the categories and conditions selected in the original branch. However, you can further edit the branch if required. The cloning feature saves the time and effort required to recreate branches from scratch.

Selecting a Branch Operator

In a Branch Step, the branch operator is used to evaluate conditions and decide which branch to follow. When setting up the Branch Step, you select the branch operator, which is used to compare a variable or value with a specific condition. The choice of branch operator depends on the condition you want to evaluate in the Branch Step.

Here's a table to guide you in choosing the right operator for evaluating conditions.

Operator

Description

Example

Is equal to

Checks if two values or expressions are equal to each other.

3 is equal to 3 (returns true)

Is not equal to

Checks if two values or expressions are not equal to each other.

3 is not equal to 4 (returns true)

Is greater than

Checks if one value or expression is greater than another value or expression.

5 is greater than 3 (returns true)

Is less than

Checks if one value or expression is less than another value or expression.

3 is less than 5 (returns true)

Is between

Checks if a value or expression is within a certain range of values.

5 is between 1 and 10 (returns true)

Exist

Checks if a value or expression exists.

The variable x exists (returns true)

Does not exist

Checks if a value or expression does not exist.

The variable y does not exist (returns true)

Contains

Checks if a string or collection of items contains a certain value.

"Hello world" contains "world" (returns true)

Does not contain

Checks if a string or collection of items does not contain a certain value.

"Hello world" does not contain "universe" (returns true)

Has none of

Checks if a collection of items has none of the specified values.

[1, 2, 3] has none of [4, 5, 6] (returns true)

Has all of

Checks if a collection of items has all of the specified values.

[1, 2, 3] has all of [2, 3] (returns true)

Has any of

Checks if a collection of items has any of the specified values.

[1, 2, 3] has any of [2, 4, 6] (returns true)

How It Works

Contact journeys are determined according to the conditions specified in a Branch. They will be directed along different paths within the Workflow, allowing for personalized interactions based on their responses or other criteria.

Branch conditions act as decision points and ensure Contacts receive the most relevant and suitable communication along their journey.

If not all conditions are met, Contacts will be redirected to the Else Branch to enter a separate journey.

Best Practices

Here’s a best practice for this step you can follow to optimize your workflow:

  • Give your Branch a name to help you visualize the Step better without having to open the configuration of the Step.

Suggested Use Cases

Here are some ways you can use the Branch Step:

  • Route New and Returning Contacts: Differentiate and manage new and returning Contacts separately to address their unique needs and expectations. This provides a personalized customer experience for returning Contacts and helps capture new Contacts’ attention, turning them into loyal patrons.
  • Route VIP Contacts: Identify VIP Contacts for a personalized customer experience and distinguish them from non-VIP Contacts. This allows highly skilled agents to address VIP customers’ specific needs, leading to improved customer satisfaction and loyalty.

Feeling stuck? Do not fear.

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