How to Use Branching Logic to Customize Your Call Flow in Goodcall
Introduction:
Branching logic in Goodcall 3 helps you streamline calls by customizing how customers are routed based on their questions. This guide covers the essentials of setting up Yes/No and multiple-choice logic to optimize your customer interactions.
Steps to Set Up Branching Logic:
Access Branching Logic: Go to Flows in your dashboard and navigate to Logic.
Choose Logic Type: Select either Yes/No for simple decisions or Multiple Choice for more complex paths.
Set Up Yes/No Logic: Add a yes/no question (e.g., "Are you calling to schedule an appointment?"), and define actions based on the response.
Set Up Multiple Choice Logic: Add a multiple-choice prompt (e.g., "What service do you need?") and set actions for each choice.
Link to Greeting: Attach your logic flow directly to your agent's greeting or any other skill as an action to guide customers on your desired path.
Test & Optimize: Use your agent number to test and confirm your setup and review performance metrics in the dashboard!
Real-World Example:
Imagine you own a lawn care business that offers multiple services, such as lawn mowing, landscaping, and seasonal maintenance. You frequently get calls from both new and returning customers.
With branching logic, you can customize how each call is handled:
Greeting Logic: Start with a multiple-choice greeting—“Please tell us which service you’re interested in: Lawn Mowing, Landscaping, or Maintenance.”
If the customer chooses Lawn Mowing, they are directed to a scheduling flow where they can book their appointment using a contact form or a booking link your agent sends as a text.
If they choose Landscaping, they are routed to a lead capture flow where they can provide their details for a quote.
For Maintenance, they are asked whether they are a returning customer. If yes, the system offers a booking link via SMS; if not, your agent drives the caller to a contact form for additional service details.
By using branching logic, you ensure that each caller is routed to the right service with minimal effort, saving both time and improving customer satisfaction.
Watch the full walkthrough on how to set up branching logic here and start automating your call flows with Goodcall 3.