Branch a Virtual Agent conversation with a Decision utility

Your conversations may need to branch depending on end user input or choices. Use the Decision utility to branch the conversation when certain conditions are met.

Before you begin

For more information about the Decision utility, see Decision utility.

Role required: virtual_agent_admin or admin

Procedure

1. Navigate to All > Conversational Interfaces > Virtual Agent > Designer.
2. Open a topic and view the Flow tab.
3. Drag the Decision utility onto the canvas.

   The Decision utility node added to the canvas has a single branch named Always by default.

   Note:

   If you insert a Boolean user input control, you're prompted to add a Decision utility directly after the Boolean node on the canvas. Selecting Yes on the Boolean node's Decision utility prompt automatically generates two branches named True and False. The two branches conditions are automatically set through the condition builder.
4. Click the plus sign (+) under the node.
   A second branch named Always is added below the Decision utility node.
5. Click the plus sign (+) under the node to add additional branches.
6. Click a branch label, and then specify the branch properties in the form.

   Field	Description
   Name	Unique name for the branch.
   Condition	Expression logic to specify a condition for following this branch in the conversation. The condition must evaluate to true. Condition: Use the Condition builder to add or edit conditions. Script: Use the script editor to create or edit a script that contains a condition statement.

7. Define the properties for each branch in the Decision utility.
8. When you're finished with the topic, click Save in the topic header bar.