🚧 This Feature is currently live with some features in Alpha testing and available on request.
Alpha is the earliest stage of testing. Core functionality being tested with a very small number of highly engaged customers.
What that means for you
Things may break or behave unexpectedly
Features may change as we learn and iterate
Your feedback directly shapes what gets built next
To get access, contact support@voyc.ai or your Voyc Account Manager.
What are Conditions?
Conversations are dynamic and can follow many different paths. Your scorecard maps those possible routes so Voyc can understand what to look for in your transcripts and how to score 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 or Smart Detection (LLM).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
Use Smart Detection to route based on the meaning of what was said, not just specific words
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.
For routing decisions that depend on the meaning of what was said rather than specific words, a Smart Detection Condition (Alpha) is the right tool. Rather than listing every phrase a customer might use, you describe the intent. For example, instead of trying to catch every variation of how a customer might express annual billing, you could write: "The customer indicates they would prefer to pay annually or as a single upfront payment rather than monthly instalments." The AI assesses whether that happened, without you needing to predict every variation.
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. 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 / statement 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.
You can use an attribute, a phrase condition, a length condition or a Smart Detection condition. Attributes and Length Conditions can be combined with any of the other types using AND logic.
Phrase and Smart Detection Conditions should not be used together on the same Option node. Since both must be true for the route to match, pairing them limits the benefit Smart Detection provides. If a specific word needs to appear in a particular context, include it in your Criteria or Supporting Phrases instead.
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
Adding an Attribute Condition
🚧 Feature is in Alpha and available on request
Alpha is the earliest stage of testing. Core functionality being tested with a very small number of highly engaged customers.
What that means for you
Things may break or behave unexpectedly
Features may change as we learn and iterate
Your feedback directly shapes what gets built next
To get access, contact support@voyc.ai or your Voyc Account Manager.
Attribute Conditions let you route calls based on properties Voyc already knows about the call before it analyses the conversation. For example, if a branch should only apply to inbound calls, you can add the Call direction attribute and set the value to Inbound.
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 Attributes.
Choose an Attribute from the dropdown list.
Begin typing the value you want to match. Enter at least the first three characters.
Select the value from the suggestions that appear. It will appear in a box below the field.
You may add more values for the same attribute by repeating the steps above.
Click Close when you are done.
Don't forget to link your Option nodes to their next nodes.
Adding a Smart Detection Condition
🚧 Feature is in Alpha and available on request
Alpha is the earliest stage of testing. Core functionality being tested with a very small number of highly engaged customers.
What that means for you
Things may break or behave unexpectedly
Features may change as we learn and iterate
Your feedback directly shapes what gets built next
To get access, contact support@voyc.ai or your Voyc Account Manager.
Smart Detection uses Voyc's AI to understand the meaning of what was said, not just whether specific words were present. Instead of listing every possible way a customer might phrase something, you describe what you're looking for in plain language and the AI figures out the rest.
This is especially useful for branches where customers express themselves unpredictably. Take routing by payment frequency: a Phrase Condition might try to catch "annual," "yearly" or "monthly," but customers rarely talk like a glossary:
"I'd rather just pay it all in one go"
"Let's do the twelve-month thing instead of monthly"
"Can I clear the whole year upfront?"
A Smart Detection Condition handles all of these without you having to predict every variation.
📝 Note: If adding a Smart Detection Condition when a Phrase condition is active for the same Option node, remove the Phrase condition and add the mandatory phrases into the criteria of the Smart Detection Condition.
For example, if your phrase was Option A, in your criteria you would write:
The customer expicitly says "Option A" when indicating what product they would like to choose.
Adding a Phrase and Smart Detection condition restricts the AI as it will only route if ALL conditions are true.
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 Smart Detection.
In the Criteria field, describe what should trigger this condition. Write it the way you would explain it to a new team member. This should be short and to the point.
Click Save.
Add Supporting Phrases in the Supporting Phrases field. These give the AI additional signals to work with. They are not required, but will improve detection where there are strong, predictable patterns in how something gets said. Think of them as examples the AI can use when assessing whether the Criteria has been met.
Don't forget to link your Option nodes to their next nodes.
💡 Writing your Criteria: Use clear, natural language, as if explaining it to a colleague. Describe what should happen in the conversation.
A simple formula to follow:
[Who] + [What should happen] + [Any context that matters]
Example: "The customer indicates they would prefer to pay annually or in a single upfront payment rather than monthly instalments."
You do not need to cover every variation. The AI handles that.
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.
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.