Data-Based Routing
Route visitors based on captured data — email domain, company name, account tier, country code. Enterprise visitors get live agents; others get AI self-service.
Conditional Logic
For Smart Chat Workflows
The Conditional module is the brain of your workflow. It evaluates data values, agent availability, time of day, and any captured variable to automatically route conversations down the right path — all invisible to the visitor.
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What Is the Conditional Logic Module?
The Conditional module evaluates one or more conditions and routes the workflow down different paths based on the result. It's the if/then decision-maker of your chat workflow — and it works entirely behind the scenes. The visitor never sees it; they simply experience a conversation that adapts intelligently to their situation.
Conditions can test virtually anything: the value of a variable captured earlier (e.g., email domain, company size, account tier), system state (agent online status, queue depth), temporal data (time of day, day of week), or even data returned from an API call. You can combine multiple conditions with AND/OR logic for complex decision trees.
When a condition evaluates to true, the workflow follows the "YES" branch. When it's false, it follows the "NO" branch. Each branch can contain any combination of other modules — Message nodes, more Conditionals, data collection steps, handoffs, or AI chat. This makes the Conditional module the single most powerful building block for creating workflows that feel intelligent and personalised.
Agent Availability Check
Test whether agents are online before attempting a handoff. If no agents are available, route to an offline message form or AI chat instead.
Time-Based Logic
Check current time or day of week. Show different workflows during business hours vs. after hours, or offer weekend-specific messaging.
Multi-Condition Chains
Combine conditions with AND/OR operators. "If email domain is @enterprise.com AND time is within business hours" creates precise, multi-factor routing.
Invisible to Visitors
All conditional logic executes silently. The visitor sees a seamless conversation — they never know the workflow is making decisions behind the scenes.
Detailed Example Workflow
Example: VIP Customer Priority Routing
A SaaS platform routes enterprise customers to priority live agents while self-service handles everyone else.
START
Conditional
Enterprise domain?
VIP
Priority Agent
Immediate handoff
Standard
AI Chat
Self-service first
Step-by-Step Breakdown
- Welcome Message: A friendly greeting sets the tone and prepares the visitor for a quick identification step.
- Email Collection: The Collect Info module captures the visitor's email address with real-time validation.
- Conditional Check: The Conditional module extracts the email domain and checks it against a list of known enterprise customer domains (configured in the module settings). This evaluation is instant and invisible to the visitor.
- VIP Path: If the domain matches (e.g., @bigcorp.com, @enterprise.co.uk), the visitor is connected immediately to a priority agent queue. The agent sees "VIP Customer" flagged in their dashboard.
- Standard Path: If the domain doesn't match, the visitor enters an AI-powered chat that attempts to resolve their issue automatically. If the AI can't help, a secondary handoff is available.
Types of Conditions You Can Evaluate
The Conditional module supports a wide range of condition types. Here are the most commonly used, with examples of how each drives smarter routing in real workflows.
Variable Comparison
Check if a captured variable equals, contains, starts with, or matches a regex pattern. Example: {{email}} contains "@enterprise.com".
Agent Online Status
Check if any agent (or agents in a specific department) are currently online and available to take chats.
Time & Day
Evaluate the current time, day of week, or date range. Perfect for business-hours routing and holiday scheduling.
Queue Depth
Check how many visitors are waiting in the queue. If the queue is too long, offer AI chat or a callback instead of a long wait.
Best Practices & Tips
Conditional logic is powerful, but poorly designed conditions create confusing, hard-to-debug workflows. Keep these principles in mind.
Keep It Shallow
Avoid deeply nested Conditionals. If you find yourself chaining more than three levels deep, consider restructuring with Button Groups or separate sub-workflows for clarity.
Always Define a Fallback
Every Conditional has a YES and NO branch. Never leave the NO branch empty. Always provide a sensible fallback — a general queue, an AI chat session, or an offline message form.
Test Both Branches
Before publishing, simulate both the YES and NO paths. Use the workflow preview to verify that each branch works correctly with realistic test data.
Label Your Conditions
Give each Conditional node a descriptive name ("VIP Check", "Business Hours", "Queue Full"). This makes the workflow easy to read at a glance and much simpler to debug.
Frequently Asked Questions
Can I combine multiple conditions in a single node?
Yes. Each Conditional node supports multiple conditions combined with AND or OR logic. For example, you can check "email domain is @enterprise.com AND time is between 09:00–17:00" in a single node. If you need more complex logic, chain multiple Conditional nodes in sequence.
What's the difference between Conditional and Button Group?
A Button Group lets the visitor choose which path to take by clicking a button. A Conditional evaluates data or system state automatically — the visitor never sees it. Use Button Groups for explicit user choices, and Conditionals for behind-the-scenes smart routing.
Can Conditionals check data from API responses?
Yes. If you have an API Form node earlier in the workflow that stores its response as a variable, the Conditional can evaluate that data. This enables powerful patterns like looking up a customer's subscription tier via API and routing premium customers to priority support.
How do I handle more than two branches?
Each Conditional node has two outputs: YES and NO. For three or more branches, chain Conditionals in sequence. The first checks condition A (YES → path A, NO → next Conditional). The second checks condition B (YES → path B, NO → default path). This creates an if/else-if/else pattern that handles any number of branches.
Related Modules
Conditional Logic works best alongside these modules that provide data to evaluate or actions to take on each branch.
Build Smarter Workflows with Conditional Logic
Route conversations intelligently based on data, time, and availability. Your workflow adapts in real-time — no code required.