# Branching on Knowledge base outcome **URL:** \ **Category:** Knowledge Base Tool\ **Created:** [January 9, 2023, 5:24am UTC](https://community.hubspot.com/t/branching-on-knowledge-base-outcome/72432 "2023-01-09T05:24:24Z")\ **Posts on this page:** 7\ **Page:** 1
**Author:** ![DineshZende](https://avatars.discourse-cdn.com/v4/letter/d/779978/32.png) [@DineshZende](https://community.hubspot.com/u/DineshZende)\ **Post date:** [January 9, 2023, 5:24am UTC](https://community.hubspot.com/t/branching-on-knowledge-base-outcome/72432/1 "2023-01-09T05:24:24Z")
I want to branch on if the user did not get the answer from the knowledge base, and redirect it for live chat. Is this possible in Hubspot Chatflow? ---
**Author:** ![Syeda\_Fatima](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/syeda_fatima/32/36951_2.png) [@Syeda\_Fatima](https://community.hubspot.com/u/Syeda_Fatima)\ **Post date:** [January 9, 2023, 10:22am UTC](https://community.hubspot.com/t/branching-on-knowledge-base-outcome/72432/2 "2023-01-09T10:22:51Z")
Hi @DineshZende, Yes, it is very pretty easy possible to branch on if the user did not get the answer from the knowledge base in HubSpot Chatflow. To do so, you can add an โ€œif/elseโ€ condition to the flow and use it to redirect the user to the live chat if they did not find the answer they were looking for. ---
**Author:** ![DineshZende](https://avatars.discourse-cdn.com/v4/letter/d/779978/32.png) [@DineshZende](https://community.hubspot.com/u/DineshZende)\ **Post date:** [January 9, 2023, 2:43pm UTC](https://community.hubspot.com/t/branching-on-knowledge-base-outcome/72432/3 "2023-01-09T14:43:44Z")
[@Syeda\_Fatima](https://community.hubspot.com/t5/user/viewprofilepage/user-id/114957) Can pleae elaborate it, because in the if/then branch I could see only following options ![DineshZende_0-1673275403399.png](https://d2qpr2jzcazej7.cloudfront.net/original/3X/d/c/dcc9edafd8f1508d15366d56e0f55a4f9f072c18.png) ---
**Author:** ![Syeda\_Fatima](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/syeda_fatima/32/36951_2.png) [@Syeda\_Fatima](https://community.hubspot.com/u/Syeda_Fatima)\ **Post date:** [January 10, 2023, 8:42am UTC](https://community.hubspot.com/t/branching-on-knowledge-base-outcome/72432/4 "2023-01-10T08:42:20Z")
Hey @DineshZende, You can display the live chat widget when a visitor is on a specific page URL, or based on known information about your visitors. You can also combine the targeting options to create a tailored, personalized experience for visitors to your site. Learn more about the different [targeting options and targeting rules you can use with your chatflows](https://knowledge.hubspot.com/forms/use-targeting-rules-in-pop-up-forms-and-chatflows). - To show the live chat widget when a visitor is on a specific website URL, in the _Website URL_ section: - To show the live chat widget when a visitor is on a website page whose URL includes specific query parameters: - To add another rule, click **Add rule**. - To exclude the live chat widget from certain pages (e.g., a privacy policy page), click **Add exclusion rule**. You can also target your live chat to specific contacts based on known information about them. To set criteria [based on visitor information](https://knowledge.hubspot.com/forms/use-targeting-rules-in-pop-up-forms-and-chatflows#visitor-information-and-behavior), in the _Visitor information and behavior_ section: - Click the first **dropdown menu** and select a **filter**. You can use filters that specifically target known contacts or unknown visitors. - Click the second **dropdown menu** and select your **c**** riteria**. - To add another rule, click **Add rule**. - To exclude the pop-up form on certain pages (e.g., a privacy policy page), click **Add exclusion rule**. - To create another filter group with additional targeting rules, click **Add filter group**. ![Syeda_Fatima_2-1673340026173.gif](https://d2qpr2jzcazej7.cloudfront.net/original/2X/d/ddf766566b92fa3b3b761c65f49a10f2a353d4b2.gif) - To continue, click **Save** at the bottom, then click the **Display** tab. If you have multiple filter groups set up in your targeting rules, learn more about how [and/or logic works in targeting rules](https://knowledge.hubspot.com/forms/use-targeting-rules-in-pop-up-forms-and-chatflows#and-or-logic-in-chatflows-and-pop-up-forms). Hope this helps!๐Ÿ™‚ ---
**Author:** ![DineshZende](https://avatars.discourse-cdn.com/v4/letter/d/779978/32.png) [@DineshZende](https://community.hubspot.com/u/DineshZende)\ **Post date:** [January 10, 2023, 11:01am UTC](https://community.hubspot.com/t/branching-on-knowledge-base-outcome/72432/5 "2023-01-10T11:01:18Z")
Hi [@Syeda\_Fatima](https://community.hubspot.com/t5/user/viewprofilepage/user-id/114957) , Appreciate your time and support. Sorry, but the answer is not specific to the question asked. I want to have a branch on the outcome of the knowledge base. (1) If the answer to the question asked is available (2) Or the answer is not available ![DineshZende_0-1673348440287.jpeg](https://d2qpr2jzcazej7.cloudfront.net/original/3X/8/4/84b09f877e67f83a489085dfd6084c12ed9b63f5.jpeg) Hope it is clear now. ๐Ÿ™‚ ---
**Author:** ![Syeda\_Fatima](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/syeda_fatima/32/36951_2.png) [@Syeda\_Fatima](https://community.hubspot.com/u/Syeda_Fatima)\ **Post date:** [January 10, 2023, 11:26am UTC](https://community.hubspot.com/t/branching-on-knowledge-base-outcome/72432/6 "2023-01-10T11:26:38Z")
Yes @DineshZende, it seems clear. As I had caught the concern you want to add workflow based on the knowledge base. Letโ€™s suppose, you will add some knowledge-based doc on your website based on the customer queries and if the answer will be related to any added knowledge-based, they will be redirected to them else they will be connected to live support. This is very easy to do, and HubSpot has already an available guide on this concern, I would suggest. Please have a glance at the attached guide: [Use branches in workflows](https://knowledge.hubspot.com/workflows/use-if-then-branches-in-workflows) And let me know if more details are needed. This might resolve your concern. ๐Ÿ™‚ ---
**Author:** ![DineshZende](https://avatars.discourse-cdn.com/v4/letter/d/779978/32.png) [@DineshZende](https://community.hubspot.com/u/DineshZende)\ **Post date:** [January 10, 2023, 1:02pm UTC](https://community.hubspot.com/t/branching-on-knowledge-base-outcome/72432/7 "2023-01-10T13:02:24Z")
[@Syeda\_Fatima](https://community.hubspot.com/t5/user/viewprofilepage/user-id/114957) Thank you very much. I will go through the documentation provided and implement a POC for it. Appreciate it.