The branch action doesn't make your agent say anything, but allows it decide which of two ways to route a conversation. This can be used for many things, but a common use case is lead disqualification.

Left value and right value are the things you're comparing. For example, you can check to see if two contact fields are the same... or if a field contains a certain text... or if a number field is greater than or less than a certain number. All of this is possible with the branch action.

You have the option of many different operators. Each operator automatically tries to convert the input into the expected type for comparison. In short, the left value, right value and operator are very smart. Learn more about operators HERE.

Aside from the operators equal and not equal which can work for multiple different types of inputs, the rest of them are variable-specific.

Another super-power you have is the ability to let AI decide the branch path for you. Image that you want to analyze an existing conversation and branch depending on whether or not it seems like the contact has shown interest at all up to that point. Enable the ability to use AI to power the decision.

This can be helpful when you want to branch based on things that you may not have collected and saved to a variable or is not able to be referenced from a previous action's output.

Branches will have two outputs depending on if the scenario set up is true or false.

The top branch shown in green will be the true branch and the contact will continue on this path if the scenario were true.

The bottom branch shown in red will be the false branch and the contact will continue on this path if the scenario were false.

Example: We want to book people into two different cycling classes based on age. We set up an objective that asks the contact's age and follow it by a branch. In the branch we have the Left Value update with the Result of the Age objective, our operator is greater than and our right value is 35. If a contact says their age is 40, the scenario will be true (green) and the contact will continue on the top branch. If a contact says their age is 26, the scenario will be false (red) so they will continue down the bottom branch.

Let's imagine we want to gather a contact's name and whether or not they have insurance. We don't want to save their response on whether or not they have insurance to a field, but we do want to disqualify them if they do already have insurance.

First, let's set up an objective to collect the pieces of information we need (name and whether or not they have insurance).

Next, let's add a branch to disqualify this contact if they already have insurance. We will use the power of AI to decide since we haven't actually saved the objective output to a variable.

If they do have insurance, let's say goodbye. If they don't have insurance, let's tell them that a rep will call them soon.

Check out the resulting conversation from this job flow that qualifies the lead, responding based on whether or not the lead is qualified.

Branching a conversation depending on different things has never been easier than with CloseBot. Try using the branch action and let us know use cases you've found in our Facebook Community 👏 Other users love to see ideas on how to use CloseBot actions.