IVR Node: Condition (if/else)

The Condition node evaluates a simple boolean expression and routes the call down the true or false output based on the result. It's a pass-through node: no audio plays and there's no caller interaction.

Configuration

• Expression: the condition text to evaluate. Supports:
• Identifiers: caller.number, caller.country, contact.id, contact.name, contact.email, contact.tags (a list), contact.is_new (true/false), now.hour, now.day_of_week, now.date, plus any variable you stored earlier via "Store in variable".
• Literals: numbers, single-quoted strings ('text'), true, false, null.
• Operators: ==, !=, <, >, <=, >=, &&, ||, includes (checks if a value is in a list, or a substring of text), starts_with, ends_with, is_empty, is_not_empty (these last two stand alone, with no right-hand operand).
• Parentheses for grouping.

It's intentionally simple: no arithmetic, no function calls. If you write something outside this grammar, the condition evaluates to false (it never breaks the flow).

Example

After a Contact lookup node, you add a Condition with the expression:

contact.tags includes 'vip' && now.hour < 20

If the contact has the "vip" tag AND it's before 8pm, the call follows the true output to a direct transfer to a senior agent; otherwise it follows false to the regular menu.

Tips

• contact.is_new is true when Contact lookup found no matching contact — handy for treating new callers differently.
• To check whether a variable captured via Caller input is empty, use my_variable is_empty (no comparison value needed).
• Chain a few simple conditions instead of one giant expression — it's easier to debug by seeing which output (true/false) each call took in the IVR analytics.

Troubleshooting

If the condition unexpectedly always evaluates to false, check: that variable names match exactly what was stored earlier, that literal text is wrapped in single quotes, and that there are no unclosed parentheses — any syntax error also silently resolves to false.