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Conditional Component

Learn how to use the Conditional component in Flowbuilder to automate the routing of your conversations. Learn to create intelligent branches based on data, schedules and statuses to guide your customers down the right path. 🚀

🔀 What is the Conditional Component?

The Conditional component allows you to structure automatic rules to determine the path that a flow should follow based on responses, attributes, or your customer's operational situation. By adding decision branches, you can segment the navigation of your users dynamically and completely customized.

Available evaluation types:

Information Fields: Compares the value stored in a specific field of the customer's profile (such as their email, city, or ID) and redirects the conversation based on saved data. Allows the use of grouped logical conditions:

  • AND: All conditions added in the group must be met to activate that branch.

  • OR: It is enough that at least one of the conditions in the group is met to follow that path.

  1. HTTP Request: Evaluates responses obtained in real-time from an external system or server. The component compares the value returned by your system with the information stored on the platform, redirecting the flow based on the result of that validation.

  2. Schedules: Allows you to define specific time ranges and days (for example, your office hours) to automatically send the conversation to an automated bot or transfer it directly to a human agent if they write during business hours.

  3. Customer Stage: Allows you to direct the chat flow by evaluating the exact status or phase of the funnel the user is in. When you select this option, you can choose between two classifications:

  • Prospect Stage: Filters according to your sales funnel statuses (e.g., Lead, Qualified, Negotiation).

  • Service Stage: Filters according to your support or post-sales funnel statuses (e.g., Open Ticket, Under Review, Resolved).

  • Flexible Configuration: When you select your stage type, the system will automatically load the customized catalog of active stages in your company. The component allows you to use the "Contains" or "Does Not Contain" operators and supports multiple selection of stages within the same rule, enabling advanced routing without needing to duplicate components.

🎯 Precision in Conditionals

The Conditional component performs a precise and exact comparison at the character level. If the value captured in the conversation presents even the slightest variation from the written rule, the filter will not match and the flow will take the alternative path.

The system is highly sensitive to:

  • Accents: Atlántico is not the same as Atlantico.

  • Uppercase and lowercase: barranquilla is not the same as Barranquilla.

  • Hidden spaces: Adding an extra space at the beginning or end ("Rest of country " vs. "Rest of country") will break the match.

💡 Real example: In a customer service flow, the redirect to a team was configured if the user's response was "Atlántico", but in the conditional component it was written as "Atlantico" (without accent). Since the strings were not identical at the character level, customers went down the wrong route.

✅ Best practices to avoid routing errors:

  • Copy and paste: When configuring free text, take the values textually from your original source (the buttons in your previous menus or your database) and paste them into the condition; avoid typing them manually.

  • Prioritize buttons: Whenever possible, use closed option menus or multiple choice buttons instead of requesting free text responses. This ensures that the response collected always matches your rule.

  • Normalize your data: If your flow requires users to write free text, make it a habit to standardize formats in your database through prior automations (for example, by setting everything to be saved in uppercase or all without accents before passing through the conditional).

🧪 How to test if your conditional works?

  1. Open the chat simulator in Flowbuilder to start a test conversation.

  2. Follow the flow path by interacting with the corresponding menus and responses.

  3. Open the side simulation console and verify in real-time the exact value that the system stored in the information field being evaluated.

  4. Make sure that stored value is identical (same letters, accents, and no extra spaces) to the text you wrote in the parameters of your Conditional component.

Let Atom work for you! 🚀

Configuring your conditional components precisely allows you to delegate complex operational tasks to your bot. By intelligently evaluating the data, schedules, and service or sales stages of your users, you ensure that each customer receives immediate, fluid attention directed to the correct channel. Optimize your rules and automate your results! ✅

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