Platform
Decision tree
A decision tree is a branching structure that selects the next conversation step from answers, rules, data, or events.
A decision tree is a branching structure that selects the next conversation step from answers, rules, data, or events.
What Decision tree means
A decision tree is a branching structure that selects the next conversation step from answers, rules, data, or events.
Decision trees make explicit logic visible and testable. They work well for stable criteria such as service areaService areaA service area is the geography in which a business can provide a particular service, product, appointment, or licensed activity., intent, eligibilityEligibilityEligibility is the set of conditions that determines whether a prospect can move to a service, quote, appointment, application, or specialist., or destination. They become brittle when designers attempt to encode every phrasing or combine many unrelated decisions in one branch.
How it works
Each decision node evaluates a value or condition and sends the conversation to a defined path. Branches may collect more information, call an integration, route, book, or stop. A default path handles missing, invalid, or unexpected results.
Practical use cases
Routing by caller intent or location
Checking eligibility before appointment booking
Selecting a transfer destination from qualification answers
Keep decisions small and named. A tree is easier to maintain when each node answers one business question and has a visible default branch.
Frequently asked questions
Why does Decision tree matter?
Keep decisions small and named. A tree is easier to maintain when each node answers one business question and has a visible default branch.
Is a decision tree the same as a conversation flow?
No. A decision tree is one logic structure within a broader conversation flowConversation flowA conversation flow is the designed path through greeting, intent capture, qualification, actions, routing, fallback, and closing., which also includes prompts, actions, integrations, fallbacks, and outcomes.
Source: Thoughtly’s node documentation.
Related concepts: conversation flow, routing rulesRouting rulesRouting rules decide where a lead, call, appointment, or task goes using criteria such as intent, location, urgency, language, licensing, ownership, or availability., fallbackFallbackA fallback is a safe alternate path used when input is unexpected, a tool fails, or the agent cannot complete the intended step confidently., variableVariableA variable is a named value captured, calculated, or retrieved during a conversation and reused in logic, messages, actions, or integrations..