Add an urgent-ticket branch

Contoso's ticket reply flow treats every ticket the same, but the service desk lead wants urgent tickets handled differently, with a faster, more careful reply and a pointer to the on-call engineer.

You'll build a branching version in a new flow: store the ticket in a variable, add a Condition that checks whether it contains the word urgent, and give the urgent path its own AI step. After this, the flow no longer runs every ticket down the same path. In a real flow the other path would get a general reply of its own, as the video showed.