Use Case 2: Branching by customer choice

Level: basic · Modules: Scenario Builder · Nodes: MessageKeyboard, Router (optional)

Before you start: read Edge-driven flow and Branching: Router / switch.

Required permissions and access

What you need	Where in the menu	Why
Scenario Builder	Menu → Scenario Builder	Menu, edges, Router

If a section is missing from the menu — check your account permissions or contact ConnectiveOne support.

Business context

The bot shows a menu: “Sales”, “Support”, “Other” — and routes the customer into different scenario branches. This is the foundation of most client bots: one entry, several business directions.

Expected result

Menu buttons lead to different branches of the scenario.
The choice value is stored in the user_choice variable (for Runs and later steps).
If the customer typed text instead of tapping a button — a clear hint (default).
Understanding the difference: edges from buttons vs Router by variable after saving the choice.

Flow architecture

Start → MessageKeyboard (3 buttons)
   ├─ edge "sales"    → MessageKeyboard (Sales branch)
   ├─ edge "support"  → MessageKeyboard (Support branch)
   ├─ edge "other"    → MessageKeyboard (Other branch)
   └─ edge default / free text → “Choose a menu item”

Important: for button menus — a separate edge for each MessageKeyboard button. Alternative — a Router node (first_match + default) after saving the choice in user_choice.

Step-by-step implementation

Node: Message with buttons.

Parameter	Value	Why
Text	“Choose a topic:”	Menu
Keyboard type	inline	Buttons under the message
Button 1	Text: “Sales” · payload / value: `sales`	Stable value
Button 2	“Support” · `support`
Button 3	“Other” · `other`
Output Variable	`user_choice`	Saves the choice — check in Runs

Edges:

Edge	Where	Why
`sales`	MessageKeyboard “You chose Sales…”	Separate branch by button edge
`support`	“Support…”
`other`	“Other…”
Default	“Tap one of the menu buttons.”	Do not leave the customer without a reply

Step 2. Three reply branches

Node: MessageKeyboard (×3).

Branch	Text (example)
sales	“Sales team. Write what you’re interested in.”
support	“Support. Describe the problem.”
other	“General questions. How can we help?”

Step 3. Check in Runs

Each button → its own branch.
In the trace: user_choice = sales | support | other.
Random text → default.

Step 4 (optional). Router — one node by `user_choice`

Instead of three separate edges after the menu, you can build a Router (action_router):

Setting	Value
Mode	`first_match`
Rule 1	`{{user_choice}}` equals `sales` → Sales branch
Rule 2	equals `support` → Support
Rule 3	equals `other` → Other
Default branch	“Choose a menu item”

Alternative: Action switch with the same conditions — convenient for JSON scenarios.

Legacy action if_else in older bots does the same; in training use Router or switch.

Acceptance criteria (self-check Runs)

Each of the three buttons leads to a separate branch.
In the trace, user_choice matches the tapped button.
Free text (not a button) → default edge, customer sees a hint.
Default edge is connected — no “silence” after arbitrary input.
(Optional) Router by user_choice gives the same result as separate edges.

Common mistakes

Symptom	Cause	What to do
All buttons lead to one branch	One edge for all buttons	Separate edge per payload
`user_choice` empty	Output Variable not set	Enable Output Variable on MessageKeyboard
Bot “goes silent” after text	No default edge	Connect default → hint
Wrong branch in Router	Comparison with a different value	Match button payloads and Router rules
Always default in Router	No default branch	Enable default branch in Router