Decision Tree


Creating a Decision Tree at the end of a flow

Decision Tree steps provide a branching of a process based on a decision by the user (e.g. “Is order shipped?” If “Yes” then follow these steps. If “No” then follow these steps).

Note: The number of allowed decision branches for this step type varies according to the Pricing Plan you are on. The differences are listed below:

  • Free Plan: A maximum of 2 branches
  • Integrated & Enterprise Plans: A maximum of 6 branches

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Example Use Case with 2 decision branches

After adding the step as part of your flow, you can change the Title (e.g. “Is a Return Required?”) and the names of the 2 options that will be used for the branch names (e.g. “Yes” or “No”) by modifying the Decision Label 1 and Decision Label 2 fields.

decision 1

In addition to defining the Title and Decision Labels you must define subsequent steps for each selection. To define the steps for a specific branch you first select a decision option. Once an option is selected you can then Add, View, Edit or Re-Order the steps below that branch (see example below)



On the Flow Builder the decision tree node is highlighted in blue with its two branches pointing to their corresponding next steps.

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Note: A Decision Tree step cannot be moved or re-ordered once placed in a Flow. You can however place a Decision Tree step anywhere in the flow and assign steps under a particular branch.

Inserting a Decision Tree Step before existing steps in a flow

Decision Tree steps can be placed anywhere in a Flow. If you have an existing flow or some steps that now require a decision to be made by the rep you can add a Decision Tree step at any point in your flow.



Once you select the step type and configure it, you will then be asked which branch to place all existing flow steps under. Once saved the steps will be placed under the branch you selected.



The updated diagram also reflects this change

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Deleting a Decision Branch (only available if you have more than 2 branches)

If you have more than 2 branches for a particular Decision Step, then you will notice a red ‘X’ icon next to each branch in the Edit View for your step.

Keep in mind that clicking the ‘X’ will remove the branch and all the steps under it. You can of course always go back and Undo the action in your Flow Builder.

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Please note that a Decision Step Type needs to have a minimum of 2 branches so if there are only 2 branches you will not see the option to remove any of them.

On the other hand if you wanted to remove the Decision Step entirely, or flatten down the flow by removing the branching but keeping  the steps under a particular branch, then read the next section on ‘Deleting a Decision Tree Step‘ for more information.

Deleting a Decision Tree Step

To remove a Decision Tree step from a particular flow click on the ‘edit’ icon to access that step and then click the red ‘trash’ icon on the top right. When removing a Decision Tree step you can select to keep steps from a particular branch or just delete the entire tree and keep none of the steps.


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