Configuring Connections

You can configure the connection lines between flow objects to display labels or perform necessary functions.

Configuring a Connection

Most objects perform a function, allowing the flow to move on to the next element(s) in the sequence. The connection is only required to enable the progression of the flow and does not require any configuration. You can optionally configure them to display a label or other information.

Exception: Connections that originate from a Decision Branch object require additional configuration details, to identify when the flow should follow each path. The steps to configure them are in the following section.

To label a connection: 

  1. Click on the connection line.
    The connection details panel will appear.
  2. Enter the desired label or information in the Label field.
  3. Click anywhere on the Flow Designer to close the connection details panel.
    The connection line will update and display the entered information.

Configuring a Connection From a Decision Branch

A Decision Branch represents a decision point within the flow and provides the interaction with more than path to follow. The interaction progresses through one of the paths based on the conditions provided in the connection configurations. For example, an IVR menu selection that prompts a caller to select a digit for a specific queue requires a decision branch identifying where to go for each selection option.

To configure a Decision Branch connection:

  1. Click on the connection line stemming from the branch object.
    The connection details panel appears.
  2. Enter the desired label or information to appear in the Label field.
    For example, you can describe what option this path is for such as "1 for Sales".
  3. Select a connection Type.
    • Conditional connections are followed when the condition entered in the following step is met
    • Default connections are followed when no other conditional connection applies
  4. Enter the Condition expression that identifies when this path is to be followed.
    For example, if the previous activity was to Collect Digits with a binding variable of "menu" and it asked the caller to make an IVR menu selection of 1 for Sales or 2 for Support, the Sales queue connection could be configured with (= menu "1"). That condition statement tells flow to follow this path if the caller enters a menu selection of 1.
    • This field is not necessary for Default connections.

    For best results, if you're writing a condition that uses a boolean condition of "true" or "false", use "true" as the deciding factor. Using a "false" condition for a decision branch may not always work as intended with reusable flows.

One of the paths coming from a Decision Branch should be a default one to follow if none of the conditions apply. For example, if a caller is presented with an option to select 1 for Sales or 2 for Support but instead selects 5, or nothing, a default path can be used to advise the caller of their invalid selection and loop them back to the activity to try again.


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