Route your flow depending on the channel
Use a Condition block to route your flow depending on the channel that your customer is using.
Multi-channel
Chatlayer.ai allows you to connect one bot to multiple channels at the same time.
If you want your users to follow a different flow based on the channel they are using, you can use our multi-channel functionality. To do this, add a Go To to the point in your flow where you wish to diverge, based on the channel.
Within this 'Go To', guide the user based on the internal.channel variable, which contains the channel variable. In the image below you can see a bot that is connected to Facebook Messenger and Web chat; in order to offer the best experience in each channel, it diverts the users to the channel-specific flow by creating a condition: if internal.channel variable equals "facebook", create a 'Go To' to the Facebook flow; if not (else if), create a 'Go To' to the Web flow:
The values for internal.channel correspond to the channel names:
| Channel name | values for internal.channel |
|---|---|
All channels managed through the Sinch Conversation API (SMS, RCS, WhatsApp, Viber, Instagram, Telegram, LINE) | sinchConversationAPI |
Amazon | amazon |
App integration channel (at the moment: Freshdesk Messaging webchat) | AppIntegrationChannel |
Chat widget | web |
Facebook Messenger | |
Facebook Workplace | facebookWorkplace |
Google Home | googleHome |
Intercom | intercom |
Phone (through legacy CM.com) | cmPhone |
Sinch Contact Pro | SinchInboxBotChannel |
Sinch Voice | SinchVoiceBotChannel |
Sparkcentral | SparkcentralBotChannel |
Voice (through legacy CM.com) | voice |
Webhook | webHook |
Whatsapp (through legacy CM WhatsApp) | |
WhatsApp through ACL | ACLWhatsappBotChannel |
WhatsApp through Wavy | WavyWhatsappBotChannel |
Zendesk | ZendeskChatBotChannel |
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