DecisionBranch
Build a tree

Troubleshooting flows customers can walk through

One question at a time, embedded on your help site, with a funnel that shows where people give up.

Build a decision tree – freeSee the example

The problem

  • The flowchart image nobody reads

    A troubleshooting flowchart as a PNG is a puzzle. Walk mode asks one question at a time and ends on a concrete fix.

  • The article is out of date

    The outline is plain text. Change a step, save, and every embed updates. No redrawing, no re-exporting.

  • You cannot see where people get stuck

    Each walk is logged per node, so the funnel shows which question loses people and which fix they reach most.

Worked example

Wi-Fi keeps dropping

Open in the editor Describe your own

A flow tree has questions and answers instead of probabilities and payoffs. The same outline format, no maths, and walk mode turns it into an interactive guide.

Walk mode
Step 1
Does the Wi-Fi drop on every device, or just one?
Embed it
<iframe src="https://decisionbranch.com/embed/your-tree-slug/?mode=walk" width="100%" height="520" style="border:0;border-radius:12px" loading="lazy" title="Troubleshooting guide"></iframe>

Save the flow, make it public, and the embed dialog gives you this snippet with your slug.

Per-node funnel (Team)
  1. Does the Wi-Fi drop on every device, or ju…
    1000
  2. Is the internet light on the router green?
    550
  3. Change the Wi-Fi channel in the router set…
    303
  4. Restart the router and wait five minutes. …
    193
  5. Is the device far from the router or behin…
    350
  6. Move closer or add a mesh point. Below two…
    193
  7. Forget the network on the device, reconnec…
    122

Illustration with sample counts. Your funnel fills from real walks of the embedded flow.

Does the Wi-Fi drop on every device, or just one?Does the Wi-Fi drop on ev…Every deviceIs the internet light on t…Yes, greenChange the Wi-Fi channel i…a neighbour's network is prob…No, red or offRestart the router and wai…Just one deviceIs the device far from the…YesMove closer or add a mesh …NoForget the network on the …

Try it: answer the two questions and you land on a fix. Embed the same flow on a help page with the one-line snippet and every visitor's path is counted per node.

The outline behind this example
# Flow tree (no payoffs): home Wi-Fi keeps dropping
Does the Wi-Fi drop on every device, or just one? [decision]
  Every device
    Is the internet light on the router green? [decision]
      Yes, green
        Change the Wi-Fi channel in the router settings, then restart the router # a neighbour's network is probably on the same channel
      No, red or off
        Restart the router and wait five minutes. Still red? Contact your provider, the line is down
  Just one device
    Is the device far from the router or behind a thick wall? [decision]
      Yes
        Move closer or add a mesh point. Below two bars, drops are normal
      No
        Forget the network on the device, reconnect, and update its Wi-Fi driver

What you get

  • Walk mode

    One question at a time, a back button, and a result card at the end.

  • Iframe embed

    One line of HTML on any help site or intranet page. Unbranded on Pro, your own domain on Team.

  • Per-node funnel

    How many walks reached each question and each fix, so you can see the drop-offs (Team).

  • Plain-text source

    Edit the outline, save, and every embed updates. Version it in git if you like.

  • Public page

    Every public tree has its own page, so the flow is searchable and linkable on its own.

  • Templates

    Start from the printer flow or the quit-or-stay flow and swap in your own questions.

How people use it

  1. 01

    Help centre article

    Embed the walk under the article title. Readers who follow it to a fix stop opening tickets; the funnel shows how many did.

  2. 02

    Internal runbook

    On-call engineers walk the same flow every time, so the first ten minutes of an incident are consistent. The outline is the runbook's source of truth.

  3. 03

    Policy decisions

    Return eligibility, refund rules, access requests: a walk that ends on yes, no or escalate, with the reasoning visible to the customer.

Templates for this work

All templates · How to make a decision tree · Expected value and decision trees

Questions

Does the embed track visitors?
It counts walks and the steps taken, keyed by a daily-salted hash of the IP. No cookies, no raw IP addresses, nothing tied to a person.
Can I use it on an intranet?
Yes, anywhere an iframe can load. Custom-domain embeds on Team let the iframe come from your own hostname.
What if a question has more than two answers?
Any number of answers per question, and any depth. Single-answer steps are followed through automatically in walk mode.

Start with the example, or your own decision.

The editor is free and needs no account. Describe the decision in a sentence and the AI builder drafts the tree.

Open the exampleDescribe your decision