Setup Example: Conditionals

DFC is highly customizable, so your setup may differ from this example. The steps below show how to configure conditionals.

Conditionals let a contact flow change where a call goes, or what the caller hears, when a workgroup is in a condition such as closed, holiday, emergency, meeting, or unstaffed. The condition rules are stored as DFC data, so changing them is an item edit, not a flow edit.

Before You Begin

• You need item edit permission on the entity. See Managing DFC Permissions.
• Adding new prompt variants requires at least the Item Creator permission level.
• Changes are submitted as a change request and take effect once approved.

Step-by-Step Instructions

Reviewing Your Conditionals

1. In the DFC Browser, select the conditionals entity in the left panel.
2. Click the conditionals sub-entities to view their items.
3. Review the item table and click an item to see details.

Editing a Conditional

1. Open the item from the items table. The editing tray opens and is fully editable.
2. Review and edit the conditionals options using the dropdowns. Use the open icon to view selection details.
3. Click Save and review your changes.

Adding a Conditional

1. In the entity view, click + Item.
2. Set the condition key (the primary field) and fill in the conditional content.
3. Click Save.

Verifying What a Flow Receives

Use Path Tester in the DFC Browser sub-header to query the entity and preview exactly what the contact flow receives. Query the entity path with a trailing slash to check the default values.

Reviewing and Submitting Your Changes

1. Click Save. The Are you sure? dialog lists every pending change.
2. (Optional) Enter a Change Request Description.
3. Set the Change Request Criticality. The default is Normal.
4. (Optional) Set Schedule For Later to schedule the change.
5. Click Yes, Submit Changes.

A change request is created and routed through the standard DFC approval flow. Your changes apply once they are approved.