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
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
WhatsApp through ACL	ACLWhatsappBotChannel
WhatsApp through Wavy	WavyWhatsappBotChannel
Zendesk	ZendeskChatBotChannel