Customizing the Condition widget in zoom app

The Condition widget can be added and edited by contact center administrators. If you use the Condition widget for setting widgets, you can use preset variables or variables from other widgets to set widgets as destination widgets.

It’s possible to customize the Condition widget so that when a variable equals a specific number, it routes to a destination widget, so you can, for example, collect input that contains digits from a Collect Input widget.

Prerequisites for customizing the Condition widget

• Ownership or administrative privileges of the account

• Whether you are a Business, Education, or Pro account holder

• A license for Zoom Contact Center is required

• Create voice, video, web, in-app, or SMS flows based on your preference

How to add and edit the Condition widget

1. Zoom’s web portal can be accessed by logging in.

2. Click Contact Center Management from the navigation menu and then click Flows from the drop-down list.

3. The display name of a flow can be edited by clicking on it.

4. Click and drag the Condition widget from the left-side widgets panel to the desired place in the flow where you would like it to appear.

5. You will see the widget for Conditions when you select it.

6. The widget can be renamed to make it more understandable to the end user. Click on Rename to make your change.

7. Using the Type drop-down menu in the Settings tab, you will be able to select a type.

8. You can customize the exits and settings associated with those exits.

Condition widget settings

Type options	Settings tab	Exits tab
Time: Set exit conditions based on a specific time range and time zone. For example, 9 to 5 PM, Monday to Friday.	No additional settings available	Exit 1, Exit 2, …: Click Add Exit to add more exit conditions, then change these settings.
		Note: If you have multiple exits, time periods can't overlap with each other.
		Timezone: Select the associated time zone for the time ranges. Click Edit Time to set the time ranges.
		Name: Enter a display name for the exit condition.
		Map Exit to Skill: Select or search for a skill category and skill to map to this exit to better match consumers to agents with the relevant skill. For example, if you're using the Condition widget to verify input from a CollectInput variable, you can define an exit for "Press 1 for English support" and map it to the English skill.
		Note: The skill category and skill must be added to the associated agent routing profile of the flow's queue.
		Next Widget: Select the destination widget if the exit condition is met (caller is routed during the specified time ranges).
		No Match: Select the destination widget if the exit condition isn’t met..
Date: Set exit conditions based on a specific range of days. For example, Monday to Friday.	Not applicable	Exit 1, Exit 2, …: Click Add Exit to add more exit conditions, then change these settings.
		Note: If you have multiple exits, time periods can't overlap with each other.
		Timezone: Select the associated time zone for the time ranges.
		Date: Select the date range.
		Name: Enter a display name for the exit condition.
		Map Exit to Skill: Select or search for a skill category and skill to map to this exit to better match consumers to agents with the relevant skill. For example, if you're using the Condition widget to verify input from a CollectInput variable, you can define an exit for "Press 1 for English support" and map it to the English skill.
		Note: The skill category and skill must be added to the associated agent routing profile of the flow's queue.
		Next Widget: Select the destination widget if the exit condition is met (caller is routed during the specified date range).
		No Match: Select the destination widget if the exit condition isn’t met.
Variable: Set exit conditions based on a variable from another widget, or custom or global variable.	Variable: Select a variable from another widget, or custom or global variable.	Exit 1, Exit 2, …: Click Add Exit to add more exit conditions, then change these settings.
	For example, you can use this to verify input from the Collect Input widget by select one of the CollectInput variables.
		Variable Condition: Select the variable condition that determines the relationship between the Variable in the Settings tab and the Value.
		Value: Specify the value for the exit condition. To specify multiple values, separate values with a semi-colon (;). The condition is met if any of the values are matched.
		Add Condition: Add another variable condition and value. Make sure to specify the And/Or operator.
		And operator: All conditions separated by And need to be true for the exit setting to be in effect.
		Or operator: Any of the conditions separated by Or can be true for the exit setting to be in effect.
		Name: Enter a display name for the exit condition.
		Map Exit to Skill: Select or search for a skill category and skill to map to this exit to better match consumers to agents with the relevant skill. For example, if you're using the Condition widget to verify input from a CollectInput variable, you can define an exit for "Press 1 for English support" and map it to the English skill.
		Note: The skill category and skill must be added to the associated agent routing profile of the flow's queue.
		Next Widget: Select the destination widget if the exit condition is met.
		No Match: Select the destination widget if the exit condition isn’t met.
Get Queue Data: Route based on queue data.	For details, see the article about routing based on queue data.	For details, see the article about routing based on queue data.