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:

1. Add a Check contact attributes block to the beginning of your contact flow.

2. Configure the block as shown in the following image:

   

3. If the customer is contacting you through chat, specify what should happen next.

   

4. If the customer is contacting you through a call (No Match), specify the next step in the flow.