Logic Nodes
Logic nodes run silently. The customer never sees them. They evaluate conditions, call external systems, set variable values, and route the flow based on rules.
Condition
The Condition node evaluates one or more rules and sends the flow down a different path depending on the result. There is always an Else path for when none of the rules match. The node can evaluate any variable in the workflow: customer answers, system values, or data returned from an API call.
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Field |
Description |
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Description |
A short label for what the node is checking (for example, "Check account type"). Appears on the canvas card and in publish-check error messages. |
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Condition groups |
One or more rule groups. Each group produces its own output handle on the canvas. Conditions within a group are evaluated top to bottom. Give each group a clear name — this becomes the handle label on the canvas. When you click the Add new condition button, you are prompted to provide a text and select a variable to redirect the flow when the conditions are met. |
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Fallback |
The Else path, taken when no condition group matches. |
API
The API node makes an HTTP request to an external system and maps the response into workflow variables. It has three output handles: default (success), On Error, and On Timeout.
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Field |
Required |
Description |
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Method |
Yes |
GET, POST, PUT, PATCH, or DELETE. |
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URL |
Yes |
The endpoint URL. Must start with http:// or https://. Supports {{variable}} interpolation anywhere in the URL. |
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Description |
No |
A short note about what the API call does. |
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Authentication type |
Yes |
No Auth, Bearer Token, API Key, OAuth 2.0 Client Credentials, or eGain Auth Token. |
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Parameters |
No |
Key-value pairs sent with the request. For each parameter, enter a name in the Parameter field and set the value source to either Static value (a fixed value you type in) or From variable (a workflow variable resolved at runtime). Click + Add to include additional parameters. |
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Headers |
No |
Key-value pairs added to the request header. Enter a Key and Value for each header. Click + Add to include additional headers. |
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Body content |
Yes |
The request body. Supports variable interpolation. Pick a content type (JSON, form-encoded, or plain text). This field is available for Post, Put, and Patch methods only. |
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Response Mapping |
No |
Maps fields from the API response to workflow variables for use in downstream nodes. For each mapping, enter a Response Path (the dot-notation path to the field in the JSON response, for example data.order.id) and select the Map to Variable (the workflow variable where that value is stored). Click + Add Mapping to map additional fields. |
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Success condition |
No |
By default, HTTP 2xx responses are treated as success. To define a custom success rule, enter an expression here (for example, status === 200 && body.success === true). |
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Timeout & Retry |
Yes |
Controls how long the node waits before giving up and how many times it retries. Connection (ms) sets the maximum time to establish a connection (default 5000 ms). Response (ms) sets the maximum time to wait for a response (default 30000 ms). Max Retries sets the number of retry attempts before the flow routes to the On Timeout path (default 0). |
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Test |
No |
Lets you run the API call directly from the editor to inspect the live response before wiring up the response mapping. This is enabled only when you provide a valid URL. |
Jump
The Jump node moves the flow to a different node elsewhere in the workflow without following a connected path. Use it to avoid duplicating sections that appear at the end of multiple branches. The Jump node has no output handle — it transfers control directly to its target.
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Field |
Description |
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Jump to |
A dropdown listing all non-Start nodes in the current workflow. Select the target node. The target node must still exist at publish time. |
Wait
The Wait node pauses the flow for a set number of seconds before continuing. The customer sees a heartbeat indicator in the chat during the pause. Use it when a workflow needs to give an external system time to process before checking a result.
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Field |
Description |
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Duration |
The pause duration, in minutes and seconds. |
Set Variable
The Set Variable node assigns a value to a variable without asking the customer anything. Use it to set default values, prepare data before an API call, or stamp derived fields for later branching.
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Field |
Description |
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Assignments |
One or more assignments. Each assignment specifies: the target variable, the value source (Static value or From variable), and the value itself. Add as many assignments as needed. |
Query Filter
The Query Filter node adds search filter conditions to the session's queryOps system variable. This structure is passed to the AI Agent to narrow its knowledge base search. Each Query Filter node you add contributes to the running list of filters.
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Field |
Description |
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Description |
Optional. A short label for the node. |
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Filter conditions |
One or more filter clauses. Clauses are ANDed by default. Each clause has a combinator (AND/OR) for joining with the next clause. |
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Order By |
Optional. Sorts the knowledge base results by a specified field, in ascending or descending order. |
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Top N |
Optional. Limits the number of results returned. |