Guided Interaction Slide Routing

The content in this article is appropriate for: Administrators and Supervisors

During a call, information collected by the agent can be used to determine the direction of the Guided Interaction. This flow is configured while connecting the slides as part of the Guided Interaction building process.

This article assumes that the user is logged in to SC WorkFlow and has a basic knowledge of building a Guided Interaction.

See the Tutorial for Script Routing on the Video Tutorials page for further information and examples. 

1. Connecting Slides 
2. Conditional Routing
   • Integration-Based Routing
   • One-Way Routing
3. Deleting/Editing a Route
4. Documentation Tab

1. Connecting Slides

A Guided Interaction can be made of different slides that are intended for collecting different information, and they can be connected through the slide routing. 

A Guided Interaction's slide routing can be simple:

Or, it can be complex:

There can be any number of optional outcomes based on the data that is collected during the call. In the example above, not all slides will be displayed during a call, but instead, the call flow will be tailored to the caller depending on the information they provide.

To connect slides:

• Click and drag from the starting slide button  or the stop slide button   to anywhere on the side of the slide you are connecting it to
  
• This creates a branch
  
• By default, the slides will connect with the condition = Always

2. Conditional Routing

You are able to connect a slide with more than one other slide. In cases where there is more than one possible routing situation, you must configure conditions for each.

In the example above, the caller's address would be determined and entered on an Address field (named "Address") on the Questions slide, and then depending on where they lived, the Guided Interaction would then route the call either to the "Continental US" slide- for callers in the 48 states, or the "AK, HI" slide for callers with a postal code in Alaska or Hawaii. As mentioned, the default condition=Always, which won't work when there are multiple destinations.

To set the conditions:

1. Create a branch from Questions -> Continental US
2. Click the branch to bring up the settings pop-up
   
3. Click the dropdown to change the condition from Always to All of the following
   
   
   
4. Click the dropdowns to set the following condition:
   
   
   • If / Address/ region is not*/ Alaska
     *Available options will be based on the field type. Other field types will offer different parameters.
     
     
5. Click the + to add a second condition:
   
   
   • If / Address / region is not / Hawaii
     

• Click Update to save the conditions and close the pop-up

⚠️ Note that this assumes that all callers will be from the U.S. The above example will route any caller with any postal code besides Alaska or Hawaii. It does not factor callers from Canada or elsewhere. This can be done with additional conditions.

• Repeat the above steps to create a branch from Questions -> AK, HI
• Change "Always" to "Any of the following"
  
  
  • If / Address / region is / Alaska
  • If / Address / region is / Hawaii
• Click Update to save the conditions and close the pop-up

If callers provide a postal code from either Alaska or Hawaii, they will be routed to this slide.

Integration-Based Routing

It is also possible to have the slides route based on the response from a button-triggered integration. One common use case is for credit card approval. If the authorization is a success, the Guided Interaction would flow one way, and if it was not a success, it would flow another direction.

• Configure the Guided Interaction with a button field and integration mapped in the WorkFlow
• Click the branch to access its settings
• Set to If/ [button field label]/ response code is/ [response code]
  
  *The above options are available when using a button field as a condition.
  
  
  • The response code can be retrieved from the integration request/response:
    
• Response code should be typed exactly as it appears into the field's value
  
• Click Update to save the condition and close the pop-up
  

🛑 It should be noted here that once this button field is added to the Guided Interaction, you will not be able to advance past it using the Guided Interaction Graph's Launch Preview feature. The slide will only advance based on the above branching conditions, which are dependent on a response code from the Integration, which can only be triggered in the WorkFlow.

One-Way Routing

Another available option is one-way routing. When this option is selected, it prevents the agent from going back to the previous slide during a call by disabling the Back button.

• Click the branch to access its settings
• Click the checkbox to enable One Way branching
  

3. Deleting/Editing a Route

• Click anywhere on the branch
  
• Click Delete to remove the branch, or click the dropdown to assign/change the conditions
  
  
  

4. Documentation Tab

An easy way to quickly view how slides are configured to route is to check the Documentation tab on the Guided Interaction.

Each slide (in this example, it is the slide labeled "Questions") has its own Branching section.

Note that it only shows the slide name, it does not display conditions.