Skip to main content

Decision Gateway

Introduction​

The Decision Gateway asks your customer a question in the chat and creates a separate path in the process model for each possible answer. In the chat, every path appears as a clickable button, so the customer decides where to go next.

Typical Use Cases​

  • Route customers by interest, for example product selection, service, or sales.
  • Start a giveaway or survey and guide participants into the correct flow.
  • Structure a long process into clear branches to keep the conversation short.

How to Use the Module​

  1. Add the Decision Gateway to your process.
  2. Add a branch for each answer you want to offer. Each branch leads to a separate part of your process model.
  3. Define a fallback branch or a default branch for the case that the customer uses the free-text input.
  4. Publish and test every branch end to end.

Unlike the Decision Jump, the Decision Gateway stays in the current flow and only changes the branch. Use the Decision Jump to leave the current process or agent.