Branch
The Branch step evaluates a variable and routes the call down one of several named paths based on the value. Use it when call routing depends on the caller’s location, Salesforce record data, or any other dynamic value.
Built-in routing variables:
| Variable | Routes by |
|---|---|
{{call.fromAreaCode}} | US area code of the caller |
{{call.fromCountryCode}} | International country code of the caller |
Custom values: Branch can also evaluate any variable returned by a Callout step — for example, a Salesforce field value like account tier or territory.
Special branches:
- Any Value — Catches any caller whose value is not explicitly listed in another branch. Use this as a default/fallback path.
- No Value — Catches callers whose caller ID does not contain the expected data — for example, callers with blocked numbers or non-US numbers when routing by area code.
Routing by area code:
Insert {{call.fromAreaCode}} as the variable. In each branch assignment, enter a comma-separated list of area codes with no spaces (e.g., 213,310,323,424,562). All callers matching those codes route down that branch.
Routing by country code:
Insert {{call.fromCountryCode}} as the variable. Enter country codes in each branch (e.g., 44,353 for UK and Ireland). Callers from unlisted countries go to the Any Value branch.