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Decision Trees 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.

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Step Configuration

In addition to the general step configuration options, this step has the following specific options that can be configured.

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Rich Text

This field gives your team more context around the decision to be made. Since it is 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.

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Decisions

You can add up to 12 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.

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Criteria Logic

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.
Last modified on May 7, 2026