> ## Documentation Index > Fetch the complete documentation index at: https://koreai.mintlify.app/llms.txt > Use this file to discover all available pages before exploring further. # 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](#conditional-flows) | Configure voice and chat behavior for out-of-hours, no-agents-available, and click-to-call scenarios. | | [Waiting Flows](#waiting-flows) | Set up messages, hold audio, callbacks, and voicemail for customers waiting in queue. | | [Debug and Troubleshoot](#debug-and-troubleshoot) | Review flow execution logs, NLP analysis, and session variables. | *** ## 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**. *** ### 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. Default Out of Operational Hours Voice Flow * In the **End Flow** node's **General Settings**, edit the default message, change the language, or add messages using **+ Add Another**. Default Out of Operational Hours Message **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. *** #### 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. Default No Agents Available Voice Flow * In the **End Flow** node's **General Settings**, edit the message, change the language, or add messages using **+ Add Another**. No Agents Available Voice Flow Message **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. *** #### 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. Click to Call 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](/ai-for-service/channels/add-web-mobile-client#ai-agent-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. Call Connected * Context (chat transcript, user ID, session ID, page URL) is passed to the agent. * The call routes through the configured Click-to-Call flow. *** ### 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. Out of Operational Hours Chat Message **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. Out of Operational Hours End Live Chat Message *** #### 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. No Agents Available Messaging **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. Live Chat End Messaging **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. On Error Message *** #### 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**. New Button 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**. New Outbound Flow Window 5. In the **Waiting Experience** tab, select a flow from the **In Queue Flow** dropdown. In Queue Flow You can also create custom Conditional Flows for No Agents Available and Out of Hours by following steps 1-4 above. *** ### Manage Conditional Flows **Update a flow:** Select the **(⋮)** icon next to the flow and select **Update**. Update Conditional Flow **Delete a flow:** 1. Select the **(⋮)** icon next to the flow and select **Delete**. Delete Conditional Flow 2. In the confirmation pop-up, select **Delete**. Delete Confirmation Deleted conditional flows cannot be restored. Default flows cannot be deleted. *** ## 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 Page **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. | *** ### Add a Waiting Experience 1. Go to **Flows & Routing** > **Waiting Flows**. 2. Select **+ New Waiting Experience**. Add New Waiting Experience 3. Configure the three tabs: **Configuration**, **Call Experience**, and **Chat Experience**. *** #### Configuration Tab Waiting Experience Configuration **Name and Description:** Enter a **Name** and a brief **Description** for the entry. Name and Description **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. | Routing Rules Demo **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's more specific. *** #### Call Experience Tab Configures the in-queue experience for voice calls. Call Experience **Initial Message** Plays when a call enters the queue. Enabled by default. Edit the message text and select a language. Initial Message **Agent Transfers** Plays when the customer transfers to an agent or queue. Enabled by default. Edit the message text and select a language. Agent Transfers **Hold Audio** Plays while the customer is on hold. Select the audio file from the **Hold Audio** dropdown. Hold Audio **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. | Periodic Messages **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. Callback Option **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. Voicemail *** #### Chat Experience Tab Configures the in-queue experience for chat interactions. Chat Experience Tab **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. Initial Message **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. Agent Transfers **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. *** #### Email Experience Tab Configures the in-queue experience for email interactions. Email Experience **Initial Message** Appears when an email enters the queue. Enabled by default. Edit the message text and language. Select ✔ Done to save or x Close to discard. Initial Message **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. Agent Transfers **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. To add another message, select + Add Another. To remove a message, select the Delete icon next to it. Periodic Messages *** #### Save Select **Save** at the bottom of the window. You can save from any tab. *** ### 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. *** ### 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. *** ## 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. Debug Logs Icon 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](/ai-for-service/automation/testing/playground#debug-log). **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 | — |