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After setting the logic of the “Perform Next Step Only If…” step the proceeding step should be set to what should be performed if the logic statement is true (this action will be the same green as the if statement). An A secondary Else action should be placed after the If-True action first for the routing to fail too if the if statement is false (this action will be in white or pink if using the Else action from the dropdown list). While you can use multiple IF-THEN statements together to provide many different routing options, an Else action should always be included as a contingency action to ensure that all calls are handled in a reasonable way.
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