How do I add if/then logic to a workflow or route a caller based on their answer?

Use the Decision node. It is not limited to one if/then: you can add as many branches as you want, one tab per path at the top (true or false, yes or no, or one per option). Set a condition for each branch, for example a field equals a value. The workflow follows the matching branch, or the no match fallback branch when nothing matches. The Decision node can route almost anything, including calls and forms.

To route a conversation on the person's answer, for example by industry or support versus sales:

1. Start with the Conversation Started trigger and add an Ask and Save node with the question, for example what industry are you in. Save the answer to a field. If the answers come from a known list, make the field a drop down (multiple choice) with options such as auto, HVAC and plumbing.
2. Add a Decision node with one path per answer and set each condition, for example industry equals auto sends the conversation down the auto path.
3. On each path, add what happens next. To hand the call to another AI agent, use the Forward to Agent node.

Best practice: make sure every path is covered, including the fallback, so every lead has a home and none slip through the cracks.

You can also ask the AI assistant to build the workflow for you.