Conversational flow agentsWorkflow tab

Conditions & Branching

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Branching is what makes Conversational Flow powerful. Instead of a linear script, your agent can take different paths based on what callers say, how they respond, or data from your systems.

Flow with branches

A flow with multiple branches

How Branching Works

1

Agent Asks

The current node poses a question or presents options.

2

Caller Responds

The caller says something (or doesn’t respond).

3

Conditions Evaluated

The AI checks each branch condition against the response.

4

Path Selected

The matching condition determines which node comes next.

Configuring Branches

Click any Default node, then click Branching to configure output paths.

Branch configuration

Branch configuration panel

Adding a Branch

  1. Click the Default node you want to branch from
  2. Click Branching in the configuration panel
  3. Click + Add Branch
  4. Configure the condition
  5. Connect to the target node

Branch Fields

FieldDescription
LabelName shown on the canvas (e.g., “Wants Billing Help”)
ConditionWhat triggers this path (natural language or variable-based)
Target NodeWhere the conversation goes when this condition matches

Condition Types

Write conditions in plain English. The AI interprets caller intent.

Examples:

ConditionMatches When Caller Says
”User confirms""Yes”, “Yeah”, “That’s right”, “Correct"
"User declines""No”, “Nope”, “Not really”, “I don’t think so"
"User asks about billing""I have a billing question”, “About my invoice"
"User wants to speak to a person""Can I talk to someone?”, “Get me a human"
"User is frustrated”Angry tone, complaints, escalation requests
”Anything else”Fallback — catches everything not matched above

Write conditions as if describing the caller’s intent, not their exact words. The AI handles variations automatically.

Branch Order Matters

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

Put specific conditions first, fallback last. If “Anything else” is first, it will always match and other conditions will never trigger.

Correct Order:

  1. {{budget}} >= 50000 → Enterprise Path
  2. {{budget}} >= 10000 → Professional Path
  3. {{budget}} >= 1000 → Starter Path
  4. Anything else → Self-Serve Resources

Incorrect Order:

  1. {{budget}} >= 1000 ← This catches everything above $1k
  2. {{budget}} >= 10000 ← Never reached
  3. {{budget}} >= 50000 ← Never reached

Real-World Examples

Support Routing

[Ask Issue Type]
"I'm here to help! Are you calling about billing, 
technical support, or something else?"
Branches:
├── "User asks about billing" → [Billing Flow]
├── "User has technical issue" → [Technical Flow]
├── "User wants to speak to someone" → [Transfer Call]
└── "Anything else" → [Clarify and Re-ask]

Lead Qualification

[Ask Budget]
"What's your approximate budget for this project?"
→ Store response as {{budget}}
Branches:
├── {{budget}} >= 50000 → [Enterprise Path]
├── {{budget}} >= 10000 → [Professional Path]
├── {{budget}} >= 1000 → [Starter Path]
└── "Anything else" → [Self-Serve Resources]

Confirmation Flow

[Confirm Appointment]
"Just to confirm — you'd like to book for 
Tuesday at 3pm. Is that correct?"
Branches:
├── "User confirms" → [Complete Booking]
├── "User wants to change" → [Modify Appointment]
└── "Anything else" → [Re-confirm]

API Response Routing

[API Call: Check Account Status]
Branches:
├── {{account_status}} == "active" → [Standard Service]
├── {{account_status}} == "suspended" → [Reactivation Flow]
├── {{account_status}} == "premium" → [VIP Service]
└── API Error → [Fallback / Transfer]

Best Practices

No matter how many conditions you define, something unexpected will happen.

Your fallback should:

  • Acknowledge the response
  • Re-ask the question differently
  • Offer options to clarify
"I want to make sure I understand. Are you calling about 
billing, technical issues, or something else entirely?"

Avoid overlapping conditions that could both match.

Overlapping (Bad)Exclusive (Good)
“support” AND “technical support""billing” OR “technical” OR “other”
>10 AND >5010-50 AND >50

When conditions overlap, the first one wins — which may not be what you want.

It’s easy to forget a branch while testing. Be systematic:

  1. List all possible paths
  2. Test each one deliberately
  3. Try edge cases (silence, gibberish, topic changes)
  4. Review in Conversation Logs

Too many nested branches become impossible to manage.

If your flow is getting too deep:

  • Can you combine some branches?
  • Should some paths be separate flows?
  • Is Single Prompt better for this use case?

Labels appear on the canvas — make them meaningful.

Bad LabelsGood Labels
”Option 1""Wants Billing Help"
"Path A""Budget > $10k"
"Yes""Confirmed Appointment"
"Branch 2""Frustrated Customer”

Complex Patterns

Loop Back (Retry)

For scenarios where you need to re-ask:

[Ask Budget]
    ↓
[Validate Response]
    ├── Valid → Continue to next step
    └── Invalid → Loop back to [Ask Budget]

Avoid infinite loops. Add a counter variable and exit after N attempts. After 2-3 retries, offer to transfer or end gracefully.

Parallel Paths That Merge

Different paths can lead to the same destination:

[Qualify Lead]
├── High Budget → [Fast Track] ─────────┐
└── Standard Budget → [Standard Process] ├→ [Schedule Demo]
                                         │

Guard Rails

Add safety branches for edge cases:

[Any Node]
├── Normal flow conditions...
├── "User seems upset or frustrated" → [Empathy Response]
├── "User mentions legal or lawsuit" → [Transfer to Manager]
└── "Anything else" → [Standard Fallback]

Debugging Branches

When branches don’t work as expected:

1

Check Conversation Logs

See exactly which conditions were evaluated and which matched.

2

Verify Condition Syntax

Typos in variable names or operators fail silently.

3

Test the Fallback

If fallback triggers too often, your conditions may be too specific.

4

Review Branch Order

Conditions are checked top to bottom — earlier matches win.

Next

Variables

Dynamic data for conditions and prompts

Test Your Agent

Validate your branches work correctly