Apa itu condition branching?
Condition branching atau kondisi cabang memungkinkan Anda membuat flow yang lebih cerdas dan personal dengan secara otomatis mengarahkan pelanggan ke jalur berbeda berdasarkan kondisi tertentu (misalnya respons pengguna, tag, atau data khusus). Hal ini membantu Anda:
- Memberikan pesan dan tindakan yang lebih relevan kepada setiap pelanggan
- Menghemat waktu dengan mengotomatisasi berbagai hasil dalam satu flow
- Meningkatkan pengalaman pelanggan secara keseluruhan melalui interaksi yang lebih sesuai
Contoh penggunaan
Beberapa cara umum untuk menggunakan condition branching:
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Merespons kata kunci tertentu dalam pesan masuk
- Jika pelanggan mengirim pesan yang mengandung kata “Pricing”, arahkan mereka ke jalur yang membagikan informasi harga.
- Jika pelanggan mengirim pesan yang mengandung kata “Pricing”, arahkan mereka ke jalur yang membagikan informasi harga.
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Memicu tindakan berbeda setelah waktu tunggu tertentu
- Jika tidak ada balasan dalam 24 jam, kirim pesan tindak lanjut untuk kembali melibatkan pelanggan.
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Mengarahkan percakapan berdasarkan jam kerja
- Jam kerja (Senin–Jumat): Arahkan pesan masuk ke tim dukungan yang tersedia untuk balasan langsung.
- Di luar jam kerja (Senin–Jumat): Kirim pesan otomatis yang memberi tahu pelanggan kapan mereka bisa mengharapkan balasan, atau arahkan ke tautan FAQ.
- Jam kerja (Sabtu–Minggu): Teruskan pertanyaan akhir pekan ke grup dukungan yang sedang bertugas atau tim khusus akhir pekan.
- Di luar jam kerja (Sabtu–Minggu): Atur balasan otomatis di luar jam kerja dan catat permintaan untuk ditindaklanjuti pada hari kerja berikutnya.
Mengatur condition branching
Untuk mengatur condition branching, ikuti langkah-langkah berikut:
- Klik pada Condition branching node, sebuah cabang akan ditambahkan ke alur bersama dengan Path 1 dan Else branch.
- Di sisi kanan layar, kamu akan melihat form node tempat kamu bisa mengonfigurasi hal-hal berikut:
- Edit condition name → Ubah nama kondisi
- Edit branch name → Ubah nama cabang
- Configure condition settings → Konfigurasi pengaturan kondisi
- Add new condition dengan klik Add condition → Tambahkan kondisi baru
- Add new branch dengan klik Add branch → Tambahkan cabang baru
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Change branch priority → Ubah prioritas cabang
Edit condition nameÂ
You can rename each condition at the top of the node form to make it easier to identify and manage your branches, specially for big and complex flows.
The condition name will also appear in the condition node on the flow canvas, so you can easily distinguish it from other conditions at a glance.
Edit branch nameÂ
You can also customize the name of each branch in the node form under “Branch name”. This will help you can quickly recognize all the different branches you have under this condition.
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Configure condition settings
You can set the conditions that enrolled contacts need to fulfill before they can continue to the following node.Â
For example, in the example below, if the message content contains the term “Cat”, the contact will be directed to this branch and its following node.
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When working with keyword properties, you can also click Add value to add more than one keywords, allowing you to create more precise and targeted branching logic.
ℹ️ Learn more about flow variables and operators in the Flow variables overview article and Flow operators overview article
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Add conditionÂ
If you want to add more condition, click Add condition in the node form. This allows you to stack multiple conditions together, so each path or branch is tailored to your needs.
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For example, If you want to build a sub-flow for contacts with the “VIP” label who are also assigned to “Team SEA”, first add the condition for the label, then add another condition for the team.
Add branch
To add a new branch, click Add branch in the node form. This allows you to create additional pathways for contacts that don’t meet the conditions in your existing branches.
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Change branch priorityÂ
You can change the priority of branches by dragging and rearranging them in the node form. Branches at the top of the list will always run first, so make sure the most specific or critical conditions are prioritized accordingly.
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💡 What does priority mean in condition branching?
- Priority determines the order in which the system evaluates each path. When a contact reaches this step, the system first checks if they meet the condition for Path 1. If not, it moves on to Path 2, and so on
- Condition branching node always includes an 'Else' path, which captures any contacts that do not meet the conditions of the other paths
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Else branch
Enrolled contacts will continue down all the adjacent branches until they hit one of the branch’s conditions.Â
If the enrolled contact did not meet any of the conditions across the configured branches, they will then continue their journey down the Else branch.
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