🚧 This Feature is currently in early Beta and available on request.
Beta means the feature is still being refined based on customer feedback, so changes, unexpected behaviour or occasional issues may occur as we improve it. We welcome your feedback.
To get access, contact support@voyc.ai or your Voyc Account Executive.
What are Conditions?
Conversations are dynamic and can follow many different paths. Your scorecard maps those possible routes so Voyc can understand what to listen for and how to grade them.
Voyc uses routing logic to determine which path a conversation most likely followed through your scorecard. It analyses all potential routes and selects the one that best fits what was said and what is known about the call.
Conditions make this process more precise by linking what Voyc already knows about the call, such as attributes and call length, with what is actually said through phrases.
You can use an attribute, a phrase condition, a length condition or all of them together. When more than one type is present, Voyc uses them together using AND logic. This strengthens the routing decision and helps your scorecard adapt more naturally to real call patterns.
Why do they Matter?
Conditions make your scorecard more adaptable and predictable, so routing aligns even more closely with how your calls actually behave.
They let you:
Steer conversations into the correct branch based on what was said, using phrases
Filter out calls that are clearly too short or too long for a route using length
Restrict a route to specific call types using attributes
For example, an agent may ask “Would you be interested in Option A, Option B or Option C”. The conversation could continue in different directions depending on which option the customer chooses. Adding Phrase condition such as “option a”, “option b” and “option c” helps Voyc recognise what was said and follow the relevant path.
If one of those options usually leads to a longer conversation, for example an upgrade path that involves verification and disclosures, you can also add a Length condition. Short calls are then less likely to be routed down the long call branch and long calls are less likely to be routed into a branch that is usually short.
Add an Attribute such as Call direction and you have a very focused rule. For example, you can route only outbound upgrade calls that mentioned Option B and lasted longer than your chosen threshold down a specific branch. This gives you cleaner routing, fewer misclassified calls and more reliable scoring.
Accessing your Editable Scorecard
💡 Tip: If you have never created a Scorecard before or are starting from scratch, you may want to start with our guide on creating a Scorecard first.
Here is a quick reminder on where to find your Scorecard, copy and edit your current version and how to validate and activate it when you are done.
Navigate to the scorecard you would like to edit by selecting the correct Channel and going to Configurations.
In the Scorecard tab, select an editable scorecard under Drafts. If you would like to edit your active Scorecard, select the Copy icon to duplicate it first, then edit the copy.
Here is a quick walkthrough of duplicating your Scorecard so you can edit it:
When you are done editing it you can validate, publish and set the Scorecard to active.
Adding an Option Node to Your Scorecard
Conditions are always added to an Option node, which should follow a Question node on your scorecard. Option nodes represent the different branches a conversation can take.
To create a new Option on your scorecard, select the + icon to the right of the question node.
Choose +Option.
Name the option clearly, for example Option A.
Click Save.
If you would like to add a Condition to an existing Option node, simply select it.
How to Add a Condition
Once you have selected an Option node, you can begin adding Conditions.
Adding a Phrase Condition
With the Option node selected, on the right side panel, click Add a Condition.
A pop-up window will appear. Click + Add a Condition
Select Phrase
Enter the phrase that would indicate this condition has been met and click +Add or Enter / Cmd to add the phrase. You can add as many phrases as you like (up to 150), but we suggest that you keep them to a minimum and very distinctive.
For example, for Option A, you might add “option A,” or “take option A.” but not “Option” or “A”.
Click Close when you are done.
Don’t forget to link your Option nodes to their next nodes.
You can delete phrases by clicking the x on the right of the phrase you want to delete or you can remove them all by clicking Remove All.
You can also add a Length Condition to the same Option node for optimum routing by selecting + Add Another Condition
💡 Tip: Be specific with your keywords and phrases. Avoid generic or overlapping words like “yes,” “sure,” or “okay,” as they may appear in many parts of a conversation and trigger the wrong route. Instead, use clear, unique phrases that directly signal the branch you intend.
Adding a Call Length Condition
With the Option node selected, on the right side panel, click Add a Condition.
A pop-up window will appear. Click + Add a Condition
Select Length
Choose your rule. For example, call is less than or equal to or greater than and equal to the entered length.
Set the desired time using the Hours, Minutes and Seconds fields.
Click Close.
Don’t forget to link your Option nodes to their next nodes.
You can also add a Phrase Condition to the same Option node for optimum routing by selecting + Add Another Condition
Managing your Conditions
If a Condition no longer suits your scorecard or you want to refine how it behaves, you can easily edit or delete it.
Editing a Condition
Select the Option Node with the Condition you would like to edit.
Click on the Edit icon under Condition info.
From here you can edit any Condition.
Deleting a Condition
Select the Option Node with the Condition you would like to delete.
Click on the Edit icon under Condition info.
Click the Delete icon next to the Condition you want to remove.
If you would like to delete ALL conditions on an Option node, select the Delete icon in the Option node’s Condition info panel.
The Gist
Conditions let Voyc use what was said in the call, and how long it lasted, to refine routing decisions. You can use them on their own or combine them with attributes.
When all Conditions on an Option are met, Voyc gains stronger evidence that a conversation followed that path, helping your scorecards adapt more naturally to how real conversations unfold.