Branch

Create multiple flows using if/else logic

Action — Applies if/else logic to route the chat down different paths based on data already gathered. Maximum 10 conditions per Branch action.

What it does

Evaluates conditions and directs the chat flow to a different path depending on what is true. Each branch can hold its own subsequent actions.

When to use it

To route a conversation based on data already collected — a survey answer, an extracted field, or an API result — to decide what happens next.

Settings

Setting	Description
If	The condition, entered as a chat script Python expression. Only Python syntax is supported.
Add condition	Adds a further else-if branch. Each can hold its own subsequent actions.
Else	The path taken when no condition matches.

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Using variables in conditions

Chat variables can be used in branch conditions without curly brackets.

Variable source	Syntax
Ask survey (text)	variable.text
Ask survey (number)	variable.norm.value
Set variable	Use the variable name directly

Example

Branch
├─ If complaint_status.text == "resolved"
│  └─ Send message: "Good news – this has been resolved."
└─ Else
   └─ Live agent handoff

Related

Set variableJumpAsk survey