Flow Builder: Add a contact reasons condition
What is a contact reasons condition?
Contact reasons sends a case down a different path based on the contact reason already on the case. Each reason you add gets its own output on the canvas. The node checks the list from top to bottom and uses the first reason that matches.
How to edit Contact reasons
Drag Contact reasons from the build panel. In the edit panel you can set:
- Content ID.
- Add a contact reason with a specific flow. Open the list, use Search contact reasons, select the reasons, and click Add contact reasons. Reasons are grouped by project.
- No contact reason flow. Turn this on to separate cases that have some other reason from cases that have no reason at all. If the switch is unavailable, the hint says: Update the bot code to version 0.57.1 or higher.
If your projects have no contact reasons, the panel says: No contact reasons found in your projects.
On the canvas:
- Each reason you added is its own output. Connect it to the flow for that reason.
- If No contact reason flow is off, the remaining cases use Default.
- If No contact reason flow is on, cases with a reason you did not list use Other contact reasons, and cases with no reason use No contact reasons.
Best practices
- Put the most specific reasons first. The first match wins.
- Connect every output, including Default or Other contact reasons.
- Turn on No contact reason flow when a missing reason should not follow the same path as an unknown reason.