Making Routing Decisions

Studio offers several ways to make routing decisions:

Conditional StatementConditional Statement

Conditional Statement

  • Using the Conditional statement componentcomponent - Components are the basic building blocks of a call flow. There are multiple components available that you can add and configure to suit your needs. Check the full list of available components in the "Studio Components" section of this guide. you can compare flow context variablesvariables - Variables allow you to collect data and use it to make routing decisions. It includes, for example, information collected via IVR menus or via data dips into the account’s CRM system. Once added in a step, a variable can be reused in another step. Variables for Callbar can be managed through the 'Manage context' menu. with fixed values or 2 variables.
Time Based RulesTime Based Rules

Time Based Rules

  • Using the Time based rules component, you can branch out the flow when someone is calling after business hours or over the weekend, for example.
Calendar Based RulesCalendar Based Rules

Calendar Based Rules

  • Using the Calendar based rules componentcomponent - Components are the basic building blocks of a call flow. There are multiple components available that you can add and configure to suit your needs. Check the full list of available components in the "Studio Components" section of this guide., you can offer a specific flowFlow - Actions performed during the lifecycle of a call. (for example, for holidays).