Customizing the Condition widget

Contact center admins can add and edit the Condition widget. The Condition widget allows you to set destination widgets based on preset variables or variables from other widgets.

For example, if you already set up a Collect Input widget to collect digit inputs, you can customize the Condition widget to route to a destination widget when the variable equals a specific number.

Requirements for customizing the Condition widget

Table of Contents

How to add and edit the Condition widget

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Contact Center Management then Flows.
  3. Click a flow's display name to edit it.
  4. In the left-side widgets panel, click and drag Condition onto the preferred location in the flow.
  5. Select the Condition widget.
  6. (Optional) Click Rename to change the display name of the widget.
  7. In the Settings tab, select a type in the Type drop-down menu.
  8. Customize the associated settings and exits.

Condition widget settings

Type optionsSettings tabExits tab
Time: Set exit conditions based on a specific time range and time zone. For example, 9 to 5 PM, Monday to Friday.No additional settings available

Exit 1, Exit 2, …: Click Add Exit to add more exit conditions, then change these settings.

Note: If you have multiple exits, time periods can't overlap with each other. This widget evaluates exits sequentially from top to bottom based on their exit numbers. For example, if the time period for Exit 1 is Monday through Friday, 9:00 AM to 5:00 PM, and the time period for Exit 2 is Monday through Friday, 12:00 PM to 1:00 PM, a time of Wednesday at 12:05 PM will always follow Exit 1 because it is evaluated first. Similarly, if Exit 1 is set to Monday through Friday, 12:00 PM to 1:00 PM, and Exit 2 is set to Monday through Friday, 9:00 AM to 5:00 PM, a time of Wednesday at 12:05 PM will still follow Exit 1 due to the top-down evaluation order.

  • Timezone: Select the associated time zone for the time ranges. Click Edit Time to set the time ranges.
  • Name: Enter a display name for the exit condition.
  • Map Exit to Skill: Select or search for a skill category and skill to map to this exit to better match consumers to agents with the relevant skill. For example, if you're using the Condition widget to verify input from a CollectInput variable, you can define an exit for "Press 1 for English support" and map it to the English skill.
    Note: The skill category and skill must be added to the associated agent routing profile of the flow's queue.
  • Next Widget: Select the destination widget if the exit condition is met (caller is routed during the specified time ranges).

No Match: Select the destination widget if the exit condition isn’t met..

Date: Set exit conditions based on a specific range of days. For example, Monday to Friday.Not applicable

Exit 1, Exit 2, …: Click Add Exit to add more exit conditions, then change these settings.

Note: If you have multiple exits, time periods can't overlap with each other.

  • Timezone: Select the associated time zone for the time ranges.
  • Date: Select the date range.
  • Name: Enter a display name for the exit condition.
  • Map Exit to Skill: Select or search for a skill category and skill to map to this exit to better match consumers to agents with the relevant skill. For example, if you're using the Condition widget to verify input from a CollectInput variable, you can define an exit for "Press 1 for English support" and map it to the English skill.
    Note: The skill category and skill must be added to the associated agent routing profile of the flow's queue.
  • Next Widget: Select the destination widget if the exit condition is met (caller is routed during the specified date range).

No Match: Select the destination widget if the exit condition isn’t met.

Operating Hours: Route based on if the current time is within the available or unavailable period determined by the associated business hours and closure set.For details, see the article about operating hours.

For details, see the article about operating hours.

Variable: Set exit conditions based on a variable from another widget, or custom or global variable.

Variable: Select a variable from another widget, or custom or global variable.

For example, you can use this to verify input from the Collect Input widget by select one of the CollectInput variables.

Exit 1, Exit 2, …: Click Add Exit to add more exit conditions, then change these settings.
  • Variable Condition: Select the variable condition that determines the relationship between the Variable in the Settings tab and the Value.
  • Value: Specify the value for the exit condition. To specify multiple values, separate values with a semi-colon (;). The condition is met if any of the values are matched.
  • Add Condition: Add another variable condition and value. Make sure to specify the And/Or operator.
    • And operator: All conditions separated by And need to be true for the exit setting to be in effect.
    • Or operator: Any of the conditions separated by Or can be true for the exit setting to be in effect.
  • Name: Enter a display name for the exit condition.
  • Map Exit to Skill: Select or search for a skill category and skill to map to this exit to better match consumers to agents with the relevant skill. For example, if you're using the Condition widget to verify input from a CollectInput variable, you can define an exit for "Press 1 for English support" and map it to the English skill.
    Note: The skill category and skill must be added to the associated agent routing profile of the flow's queue.
  • Next Widget: Select the destination widget if the exit condition is met.

No Match: Select the destination widget if the exit condition isn’t met.

Get Queue Data: Route based on queue data.For details, see the article about routing based on queue data.

For details, see the article about routing based on queue data.