Conditional Flows and Waiting Flows

Contact Center AI lets you customize what customers experience when they wait for an agent, contact you outside business hours, or cannot reach an available agent. Use Conditional Flows to control routing behavior for specific scenarios, Waiting Flows to shape the in-queue experience, and the Debug window to troubleshoot flow execution.

Feature	Description
Conditional Flows	Configure voice and chat behavior for out-of-hours, no-agents-available, and click-to-call scenarios.
Waiting Flows	Set up messages, hold audio, callbacks, and voicemail for customers waiting in queue.
Debug and Troubleshoot	Review flow execution logs, NLP analysis, and session variables.

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Conditional Flows

Conditional Flows let you define what happens during three common routing scenarios:

Scenario	Trigger
Out of Hours	Customer contacts support outside configured Hours of Operation.
No Agents Available	No online agents have the skills required for the conversation.
In Queue Transfer	Conversation enters a queue before being assigned to an agent.

Contact Center AI provides default voice and chat flows for Out of Hours and No Agents Available. You can replace or customize these defaults.

To access Conditional Flows, go to Contact Center AI > Flows & Routing > Conditional Flows.

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Voice Flows

Out of Operational Hours

Plays a voice message to callers who contact support outside business hours.

• Select Default Out of Operational Hours Voice Flow to open the flow in the Flow Builder.
• In the End Flow node’s General Settings, edit the default message, change the language, or add messages using + Add Another.

How the message is selected:

• The system uses the message from the configured conditional flow.
• If no flow is configured, a non-editable backend default plays.
• Administrators can override the default by creating a conditional flow and attaching it to the experience flow.

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No Agents Available

Plays a message when online agents lack the skills required for the conversation.

• Select No Agents Available Voice Flow to open the flow in the Flow Builder.
• In the End Flow node’s General Settings, edit the message, change the language, or add messages using + Add Another.

To create a custom Out of Hours or No Agents Available message:

1. Create a conditional flow.
2. Add an End Flow node.
3. Configure a custom message to play in that scenario.

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Click-to-Call

Click-to-Call lets website visitors start a voice call directly from the chat widget, providing a seamless escalation path from bot to live agent.

Customers can initiate a call:

• Before interacting with the bot.
• During an active bot conversation.
• During a live chat (the chat agent receives a closure notification and moves to After Call Work).

The Click-to-Call flow appears in Conditional Flows only after it is enabled in Theme & Design.

How flows work:

• 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.”
• Removing the Agent Transfer node triggers a warning before publishing.

What administrators can add to a Click-to-Call flow:

• Script nodes
• Message prompts
• Business hours checks
• Queue assignments
• Agent availability checks
• Agent transfers
• End Flow node

Multiple flows:

• 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 SDK headers to control which flow triggers.
• SDK headers can pass user metadata (such as page URL) to support conditional logic.

Developer setup:

1. Get the Flow ID from the Flow Builder.
2. Add the Flow ID and any required headers (user ID, session ID, page name, page URL) to the Web SDK configuration.
3. Deploy SDK updates.

Web SDK deployment options:

Method	How to Update
NPM Package	Run a standard npm update.
Script Tag	Update the version number in the script tag reference.
Source Code	Manually apply changes to your modified version.

Modifications to SDK source code are made at your own risk. Custom modifications may not receive full support in future SDK updates.

End-to-end flow:

1. The customer clicks the Call button in the chat widget.
2. A confirmation pop-up appears. The customer selects Confirm.
   • If the customer switches to Click-to-Call during a live chat, the chat agent moves to After Call Work (ACW).
3. The system initiates a voice call to the contact center.
   • Context (chat transcript, user ID, session ID, page URL) is passed to the agent.
   • The call routes through the configured Click-to-Call flow.

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Chat Flows

Out of Operational Hours

Sets the auto-response message sent during non-business hours for automated and live chats.

Messaging (automated chat):

In the General Settings tab, MessagingAT is selected under Your Message to User. Edit the message, change the language, or add messages using + Add Another. Select the In Queue Flow to add the customer to an agent’s waiting queue.

Live Chat:

In the General Settings tab, endingLiveChatAndOther is selected under Your Message to User. Edit the message, change the language, or add messages using + Add Another. The chat ends after the message is displayed.

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No Agents Available

Sets the message sent when no agents with the required skills are available.

Select No Agents Available Chat Flow to open the configuration.

Messaging (automated chat):

In the General Settings tab, messagingEnd is selected under Your Message to User. Edit the message, change the language, or add messages using + Add Another. The chat ends after the message is displayed.

Live Chat:

In the General Settings tab, LiveChatEnd is selected under Your Message to User. Edit the message, change the language, or add messages using + Add Another. The chat ends after the message is displayed.

On Error:

In the General Settings tab, error is selected under Your Message to User. Edit the message, change the language, or add messages using + Add Another. The chat ends after the message is displayed.

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In Queue Transfer Flow

Routes a conversation to the queue where agents have the required skills, triggered when the conversation enters a queue before agent assignment.

Steps to create an In Queue Transfer Flow:

1. Select New.
2. In the New Outbound Flow window, enter a Conditional Flow Name and Description.
3. Select In Queue Transfer Flow from the Flow Type dropdown.
4. Select the Channel (Voice or Chat) and select Create & Continue to Flow Design.
5. In the Waiting Experience tab, select a flow from the In Queue Flow dropdown.

You can also create custom Conditional Flows for No Agents Available and Out of Hours by following steps 1–4 above.

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Manage Conditional Flows

Update a flow:

Select the (⋮) icon next to the flow and select Update.

Delete a flow:

1. Select the (⋮) icon next to the flow and select Delete.
2. In the confirmation pop-up, select Delete.

Deleted conditional flows cannot be restored. Default flows cannot be deleted.

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Waiting Flows

Waiting Flows let you customize the experience for customers waiting in queue — for both voice and chat channels.

What you can configure:

• Routing rules based on agent skills
• Initial messages when a request enters a queue
• Hold audio for calls
• Periodic messages for calls and chats
• Callback when wait time exceeds a limit
• Voicemail when wait duration, queue position, or estimated wait time exceeds a threshold

To access Waiting Flows, go to Contact Center AI > Flows & Routing > Waiting Flows.

Waiting Flows list fields:

Field	Description
Name	Name of the Waiting Experience entry.
Skill Rule	Skill rules that determine which conversations use this entry.
Description	Brief description of the entry.
Edit (icon)	Opens the configuration window for that entry.

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Add a Waiting Experience

1. Go to Flows & Routing > Waiting Flows.
2. Select + New Waiting Experience.
3. Configure the three tabs: Configuration, Call Experience, and Chat Experience.

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Configuration Tab

Name and Description:

Enter a Name and a brief Description for the entry.

Routing Rules:

Define which conversations use this Waiting Experience based on Skill Group and Skill.

Action	How
Add a skill condition	Select the Skill Group, then the Skill.
Add an OR condition	Select the row-level + Add option.
Add an AND condition	Hover over a rule row and select + Add.
Toggle AND/OR logic	Hover over a rule row and toggle between the options.
Remove a condition	Select the Delete (ⓧ) icon next to the row or section.

How the system selects a Waiting Experience:

1. Filters all entries that match the conversation’s skills.
2. Sorts by number of routing rules (descending) — more specific entries take priority.
3. If two entries have the same number of rules, selects the one created earliest.

Example: A conversation with Skill A and Skill B matches both an entry requiring only Skill A and one requiring both. The system selects the second entry because it is more specific.

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Call Experience Tab

Configures the in-queue experience for voice calls.

Initial Message

Plays when a call enters the queue. Enabled by default. Edit the message text and select a language.

Agent Transfers

Plays when the customer transfers to an agent or queue. Enabled by default. Edit the message text and select a language.

Hold Audio

Plays while the customer is on hold. Select the audio file from the Hold Audio dropdown.

Periodic Messages

Plays at intervals while the customer waits. To configure:

1. Set the interval in seconds.
2. Set the play order: Random or Sequential.
3. Set the playback type: Once or Looped.
4. Edit the message text and language. Select ✔ to save or x Close to discard.
5. To add another message, select + Add Another.
6. To remove a message, select the Delete icon next to it.

Periodic messages can include queue information using these variables:

Variable	Description
{{queue.waitTime}}	Average wait time in minutes, refreshed every 15 minutes.
{{queue.position}}	Customer’s current position in the queue.

Callback Option

Offer or require a callback when the wait time exceeds a set limit.

1. Enable the option.
2. Set the digit key customers press to request a callback. Choose Offered or Forced.
3. Edit the callback message. Select ✔ to save or x to discard.

Voicemail

Offer or require a voicemail in any of these conditions:

• Call wait duration exceeds x minutes.
• Queue position exceeds x.
• Estimated wait time exceeds x minutes.

To configure:

1. Enable the option.
2. Set the digit key customers press to leave a voicemail. Choose Offered or Forced.
3. Edit the voicemail message. Select ✔ to save or x to discard.

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Chat Experience Tab

Configures the in-queue experience for chat interactions.

Initial Message

Appears when a chat enters the queue. Enabled by default. Edit the message text and language. Select ✔ Done to save or x Close to discard.

Agent Transfers

Appears when the customer transfers to an agent or queue. Enabled by default. Edit the message text and language. Select ✔ Done to save or x Close to discard.

Periodic Messages

Appears at intervals while the customer waits in the chat queue. To configure:

1. Set the interval in seconds.
2. Choose Random or Sequential display order.
3. Choose Once or Looped.
4. Edit the message text and language. Select ✔ Done to save or x Close to discard.
5. To add another message, select + Add Another.
6. To remove a message, select the Delete icon next to it.

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Save

Select Save at the bottom of the window. You can save from any tab.

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Edit a Waiting Flow

1. In the Waiting Flows list, select the Edit icon for the entry.
2. Modify the configuration as needed and select Save. A success confirmation message appears.

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Delete a Waiting Experience

1. In the Waiting Flows list, select the Edit icon for the entry.
2. Select the Delete icon.
3. Select Yes to confirm.

Deleted Waiting Flows cannot be restored. Proceed with caution.

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Debug and Troubleshoot

The Debug window lets you inspect NLP details, execution logs, and session variables for a chat interaction. Select the Debug icon in the upper-right corner of the chat window to open it.

The Debug window has three tabs:

Tab	Description
Debug Log	Step-by-step flow execution with timestamps, including Script, Service, and Webhook node logs.
NL Analysis	Task loading details and recognition scores for each user utterance.
Session Context & Variables	Lists context objects and session variables used during dialog execution.

Debug Log

The Debug Log displays the interaction flow in a chat-style format, pairing user inputs with system responses. This makes it easy to trace conversation steps, inspect context at each stage, and identify where issues occur. Learn more.

Events by node type:

Node	Initiation Message	Key Events	Outcomes
IVR Menu, IVR Digit Input	IVR Menu/Digit Input node initiated	User input → Transitioning X to Y → Execution completed → Timeout/Retry/Wrong input/Error	—
Split	Split node initiated	Transitioning X to Y → Execution completed → Error detected	—
Check Agent Availability	Check agent availability node initiated	Transitioning X to Y → Execution completed → Error detected	Agents available / Agents unavailable
Check Business Hours	Checking business hours and triggering selected node	User input → Transitioning X to Y → Execution completed	Inside business hours / Outside business hours
Message Prompt	Message prompt initiated to the user	Transitioning X to Y → Execution completed	—
Automation	Automation node initiated and message triggered	Waiting for user input	—
Agent Transfer	Agent transfer node triggered	Transitioning X to Y → Execution completed → Specific dialog executed	Transfer successful / Transfer failure
Connect to API	API connection established and node triggered	Transitioning X to Y → Execution completed → Error detected	—
Go to Flow, Script Task	Go to flow / Script task initiated	Transitioning X to Y → Execution completed	—
Set Queue, Deflection Flow	Set queue / Deflection flow initiated	Transitioning X to Y → Execution completed → Error detected	—
End Flow	End flow initiated	Transitioning X to Y → Execution completed	—