Conditional Flows¶

The Conditional Flows feature lets you customize experiences for common events like welcome, transfer, or an unknown Intent.

Here, you can configure the interaction flow based on the customer’s behavior in three scenarios:

Out of Hours Flow: When the customer tries to connect to an agent outside of working hours.
No Agents Available Flow: When agents with specific skills, required by the customer, are unavailable.
In Queue Flow: When a customer is waiting in the queue for an agent transfer. Learn more.

Contact Center AI provides default Call and Chat flows for “Out of Hours” and “No Agents Available” scenarios. However, you can change the default flow and the message to the customer based on the current conversation channel.

You can configure Conditional Flows by going to Contact Center AI > Flows & Routing > Conditional Flows.

Voice Flows¶

The following sections describe the configuration of conditional flows for a voice interaction.

Out Of Operational Hours Flow¶

This flow plays a voice message to the caller who tries to reach an agent outside of operational, working, or non-business hours. Out-of-operational hours are considered outside of your configured Hours of Operation.

Click Default Out of Operational Hours Voice Flow to configure the Out of Hours flow. You will be redirected to the flow builder.

In the General Settings of the End Flow node, a text area displays the default message a customer hears when attempting to reach an agent outside of operational hours. You can edit this message, change language, or add another message by clicking + Add Another.

No Agents Available Flow¶

You can set the message played to the customer if the available online agents don’t have the required skills.

Click No Agents Available Voice Flow to configure the Out of Hours flow. You will be redirected to the flow builder.

In the General Settings of the End Flow node, a text area displays the default message a customer hears when no agents are available. You can edit this message, change language, or add another message by clicking + Add Another.

Click-to-Call Flow¶

The Click-to-Call flow lets website visitors initiate a voice call directly from the Web SDK using a button in the chat widget. This provides a seamless escalation path from self-service automation to live agents.

When enabled, users can start a voice call from:

The website before interacting with the bot.
During an active conversation with the bot.
During a live chat with an agent (in this case, the chat agent receives a closure notification and moves to After Call Work).

Note

The click-to-call flow will appear in the conditional flows if it is turned on from Theme & Design.

Configuring Click-to-Call Flows¶

Click-to-Call launches a flow in the Flow Builder.
- A default flow is published automatically.
- It includes an Agent Transfer node and the message: “Please wait while we connect you to an agent.”
- If you remove the Agent Transfer node, the system warns you before publishing.
Administrators can build advanced flows by adding:
- Script nodes
- Message prompts
- Business hours checks
- Queue assignments
- Agent availability checks
- Agent transfers
- End flow
Administrators can create multiple Click-to-Call flows for different use cases.
Each flow has a unique Flow ID.
Developers pass the Flow ID in the Web SDK configuration or in SDK headers to control which flow is triggered.
SDK headers can also pass user metadata (for example, page URL) to support conditional logic.

Developer Setup¶

To connect the Web SDK with a Click-to-Call flow:

Get the Flow ID from the Flow Builder.
Add the Flow ID and any required headers to the Web SDK configuration—for example, user ID, session ID, page name, page URL, etc.
Deploy SDK updates using npm, script tag, or source modification.

How It Works¶

A Click-to-Call button appears in the chat widget.
When a user clicks the button, a pop-up for closing the conversation is displayed. Click Confirm.

Note

If the user switches to Click-to-Call, the chat agent is redirected to the After Call Work (ACW) stage.
The system initiates a voice call to the contact center.
- Relevant context (such as chat transcript, user ID, session ID, and page URL) is passed to the agent.
- The call routes through a configurable Click-to-Call flow in the Experience Flow Builder.

Chat Flows¶

The following sections describe the configuration of conditional flows for a chat interaction.

Out Of Operational Hours Flow¶

This flow sets the auto-response message during non-business hours for automated and live chats. Out-of-operational hours are considered outside of your configured Hours of Operation. To configure this feature, follow these steps:

Messaging¶

In the General Settings tab, "MessagingAT" is selected from the dropdown menu under Your Message to User". A message field displays the default auto-response message to customers attempting to reach agents during out-of-operational hours. You can edit this message, change language, or add another message by clicking + Add Another.

Select the In Queue Flow to add the customer to the waiting queue of an agent.

Live Chat¶

In the General Settings tab, "endingLiveChatAndOther" is selected from the dropdown menu under "Your Message to User". A message field displays the default auto-response message to customers attempting live chat with agents during out-of-operational hours. The chat will end after the message is displayed. You can edit this message, change language, or add another message by clicking + Add Another.

No Agents Available Flow¶

You can set the message played to the customer if the available online agents don’t have the required skills.

Click No Agents Available Chat Flow to configure the Out of Hours flow. You will be redirected to the flow builder. To configure this feature, follow these steps:

Messaging¶

In the General Settings tab, "messagingEnd" is selected from the dropdown menu under "Your Message to User". A Message field displays the default auto-response message to customers when no agents are available. The chat will end after the message is displayed. You can edit this message, change language, or add another message by clicking + Add Another.

Live Chat¶

In the General Settings tab, "LiveChatEnd" is selected from the dropdown menu under "Your Message to User". A message field displays the default auto-response message to customers when no agents are available. The chat will end after the message is displayed. You can edit this message, change language, or add another message by clicking + Add Another.

On Error¶

In the General Settings tab, "error" is selected from the dropdown menu under "Your Message to User". A message field displays the default auto-response message to customers in case of any error. The chat will end after the message is displayed. You can edit this message, change language, or add another message by clicking + Add Another.

In Queue Transfer Flow¶

The In Queue Transfer Flow is a pre-defined routing scenario triggered when an interaction enters a queue before an agent transfer. This ensures an interaction is routed to the queue where agents have the required skills.

Steps to create an In Queue Transfer Flow:

Click New.
Enter the Conditional Flow Name and Description in the New Outbound Flow window.
Select In Queue Transfer Flow from the Flow Type dropdown menu.
Select the Channel (Voice/Chat) and click Create & Continue to Flow Design.
In the Waiting Experience tab, select a flow from the In Queue Flow dropdown menu.

Note

You can create your own Conditional Flows for No Agents Available and Out of Hours by following steps 1-4.

Update Conditional Flows¶

To update a conditional flow, click the (⋮) icon and then click Update.

Delete Conditional Flows¶

To update a conditional flow, click the (⋮) icon and then click Delete.

A pop-up message is displayed, click Delete. The flow is deleted.

Note

You cannot restore a deleted conditional flow. Please proceed with caution.
Default flows cannot be deleted.

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