Route based on contact's channel
You can personalize the customer's experience based on the channel that they use to contact you. Here's what you do:
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Add a Check contact attributes block to the beginning of your flow.
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Configure the block as shown in the following image:
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If the customer is contacting you through chat, specify what should happen next.
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If the customer is contacting you through a call (No Match), specify the next step in the flow.