The concept of branching is similar to what you might see in any standard process flow diagram — questions are chained together with data that drive what happens next.

There are two parts to every branch:

Criteria that define a scenario        ✚        Rules about what should occur during the scenario
  • Any custom bot or feedback bot may contain multiple bot steps, attached to one another through branching.
  • Many bot steps have multiple branches apiece.
  • Logic can branch at nearly any bot step, based on such variable inputs as:
    • the end-user's choice or response to a prompt.
    • the response that an external system returns to your API call.
    • the application of pattern-matching rules, which you define.
    • the stored value in a custom issue field (CIF).