Client and Routing Blocks

These blocks change client data or the route taken by the current conversation.

Add Client Tags

Use Add client tags to apply one or more existing tags to the current client.

1. Add the block.
2. Open the tag selector.
3. Select every tag that should be added.
4. Save the funnel.

At least one tag is required. Create missing tags in Settings: Tags before configuring the block.

Remove Client Tags

Use Remove client tags to remove selected tags from the current client. Select at least one tag. If the client does not have one of the selected tags, the remaining selected tags can still be processed.

Tags are useful for segment membership, routing state, and preventing repeated automation.

Change Custom Field

Use Change custom field to save a value on the current client.

1. Select a custom field.
2. Enter or select a value that matches its type.
3. Place the block before any later condition that reads the updated field.

The value control follows the custom field type:

Changing the selected custom field clears the previous value. Create and configure fields in Settings: Custom Fields.

Transfer to Operator

Use Transfer to operator to assign the current chat to a staff profile.

1. Add the block.
2. Select the target operator.
3. Add any notification message before or after the transfer as required by your workflow.

The operator must already have a staff profile. If the list is empty, review Staff Profiles.

This block changes the chat assignment. Use a condition before the transfer when routing depends on a tag, field, time, or variable.

Set Variable

Use Set variable to store a value for the current funnel run.

1. Create the variable in the Funnel variables panel.
2. Add Set variable to a step.
3. Select the variable name.
4. Enter a manual value, another variable, a system value, or an expression.
5. Place the block before any block or condition that reads the value.

Example value:

{sys.client.name ~ " - " ~ env.REGION_CODE}

The selected variable and its value are required. If a variable was deleted after the block was configured, the checklist reports the broken reference.

Funnel variables exist for the current automation run. Use a custom field instead when the value must remain attached to the client after the run ends.

Choosing Where to Store Data

See Builder Variables for variable types and naming rules.