How to use a Decision steptype

Decision steptypes are used in flows because they allow your team to make decisions based on their experience and expertise. They create branches within your flow. You can also enable Criteria Logic to make those choices happen automatically using available data.

Here's how to set up a Decision steptype

Title

Text in this field will be shown at the top of the step while it's visible in Sidekick. It's the best place to write a brief summary of the Decision to be made.

Rich Text

This field gives your team more context around the decision to be made. And because it's Rich Text you can add formatting, code blocks, images, or hyperlinks to other resources. You can also use the ➕  button on the far right of the Rich Text box to render variables in realtime. This can include the Zendesk ticket number, the customer's name, or any standard or custom field in your CRM. 

Decisions

You can add up to 10 Decisions, and their order can be set by using the green up/down arrows. Each Decision will be rendered as a button in Sidekick for the flow-follower to click on manually.

The Decision can also be made automatically by using Criteria Logic. You can configure this by clicking on the lightbulb icon to the right of each decision. Criteria Logic can look at data from your CRM and based on the criteria you set, automatically select a Decision. 

For example - in the screenshot, a decision needs to be made on whether an item is still within a 1-year warranty. If the date of purchase is available in your CRM, you can use Criteria Logic to determine if that date lies within 1 year from the current date, and then automatically select Yes or No.