Last updated: September 7, 2021
Use if/then branches to customize the flow of bot conversations. You can add conditions to tell your bot to skip to a specific action based on the visitor's response, a contact property value, or your team's availability. Set up an if/then branch for bot actions, or for each quick reply response within an action.
Like with workflow branches, if/then branches enable you to send visitor's down a specific path depending on the criteria you set. For example, you can send visitors to different bot actions depending on if they answer "yes" or "no" to the bot question. This helps trigger different bot actions so you can tailor the flow of the conversation to the individual visitor based on the information that they provide.
Please note: free users and Starter users cannot add if/then branches to their bot.
Add an if/then branch to a bot action to control which action comes next when the visitor meets certain criteria.
Please note: you can only select users from the dropdown menu who are assigned to a paid Sales Hub or Service Hub seat.
You can also send a visitor back to a previous action. When you click the Next action if all conditions are true dropdown menu, select an earlier action from the dropdown menu. The contact will then "loop back" to the previous step.
If you're using quick replies in a bot action to display a series of preset responses during a conversation, set up if/then branches based on these quick replies. Depending on which preset response they select, the visitor will go to the specified action.
Please note: if you click X to remove the branch, you will also remove the option as quick reply response. You'll need to re-add the quick reply response in order for it to display during a conversation.
When a visitor engages with the bot on your website, they will go to the next action specified in your if/then branching logic based on which quick reply response they select.
Please note: you cannot delete an action that is using an if/then branch. Delete the if/then branch first, then delete the action.
To view the path visitors will follow when they meet a certain condition, select an if/then branch response. The next action will display in the bot builder.
To review and troubleshoot your branching logic:
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