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[Music] this is part one of a series of logic videos through which we will show you how zoho flows logic elements make your workflows more detailed and flexible let's begin with a quick overview of each of flow's logic elements under logic we have three sections flow control notifications and custom functions flow control has three elements within itself set variable lets us create a variable and assign a value to it decision helps us branch workflows based on conditions and delay allows us to set a waiting time between tasks under notification we have a send mail action that lets us send an email from any domain and finally custom functions help us build our own functions into a workflow for which we need to code on deluge in this video we will be looking at two different flow control elements decision and delay let's begin with discussing the case that we want to solve every time a new ticket is created in help desk we want to fetch the corresponding deal associated with the contact in sierra if the deal value is high and the ticket is still unattended after 2 hours we want to alert the team so they can look into the issue immediately now to create this flow let's click on create flow give our flow a suitable name [Music] give a description [Music] and then hit create now once we are in the builder the first step is to decide the type of trigger our flow needs here we will go with an app based trigger you can watch our getting started video to understand more about the types of trigger that it flow can have let's click on configure next we need to select the specific app that will trigger our flow let's pick zoho desk and then click next we now see a list of triggers available in this app let's select new ticket and click next [Music] click done we have now successfully configured the trigger you can watch our getting started video to learn more about connections now the first task is to fetch the contact details of the customer who submitted this ticket so let's go to zoho crm and select the fetch contact action here we can fetch the details using the contact's email name or even the ticket id for this example we'll pass the email of the customer from zoho desk let's click on email field and click on this email [Music] and click done next let's fetch the deal associated with this contact [Music] we drag and drop the fetch deal action from zoho crm we choose the connection here now we choose to fetch the deal using the account name which we find under fetch contact action here [Music] and click done we now need to identify if the deal value is high for which we will introduce logic we can find the logic section on the top left side of the builder so we click on the logic icon on the left sidebar pick the this is an element drop it in the builder [Music] to configure it we need to choose the parameter that needs to be checked so we choose the amount variable from the fetch deal action select the appropriate condition which is greater than and set the minimum deal value for which we want to check this condition and click done we have now configured the decision let's quickly name it so that it's easier to refer back [Music] we need the flow to perform a set of actions depending on the output of this decision so if the condition is true that is if the deal value is higher than the value that we have configured we need to make sure to respond to the customer promptly so we insert a delay element that will hold the flow for an appropriate amount of time and then perform the action here we set a delay of two hours so let's drag and drop delay here put a delay for two hours and click done [Music] after these two hours we need so overflow to check if the status of the ticket is still open so we select zoho desk [Music] and drop the fetch ticket by id action here choose a connection now let's pass the ticket id variable from the trigger [Music] and click done now to check if this tickets status is still open we introduce another decision block so let's go to logic drag and drop decision here and select this ticket status [Music] equals open and click done let's rename it [Music] if this condition is true then we need our team to act immediately so we send them a public channel message through slack let's configure the message that we want to send so type slack [Music] let's configure send public channel message choose connection let's say we want to say a high value response and you could also map the ticket id here [Music] choose a channel let's go ahead with general channel and click done now if the deal value is lesser than the threshold that is the condition is false you could include a different set of tasks that should follow and that's it the workflow is implemented and all that's left now is for us to save the flow so click on save and then switch it on let's click on this switch on button so from this point on in the context of this example our high deal value customers will always get right amount of attention at the right time we hope this video took you one step further in working with zoho flow if you have any questions do write to us at support zooflow.com thank you for watching [Music]