Ask Question
"This step sends a question to the Contact, allowing you to customize the question, response type, and handling of responses, including timeout settings."
This Step sends a question to the Contact on the related inbox if all conditions are met.
Configuration
There are two key configurations in Ask a Question:
- Question Text: Enter the question you want to ask the Contact.
- Question Type: Select from various response options available to the Contact.
Question Types are shown below:
Once you’ve chosen the Question Type, the Save Response As field will open.
There are three options as to how responses can be saved:
- Contact Fields
- Variables
- Tag (only for multiple choice responses)
Contact Fields
To save the Contact's answer as a Contact Field, simply turn the Contact Field toggle ON and then choose the appropriate Contact Field from the drop-down menu.
Variables
To save the answer the Contact provides as a Variable, turn the Variable toggle ON, and name the Variable in the field to the right.
Tag
To save the answers the Contact provides as Tags, turn the Tag toggle ON. Please note that this is only applicable to multiple-choice questions.
Advanced Settings
There is one advanced setting you can use:
- Add Timeout Branch
Add Timeout Branch
To set how much time the Contact has to answer the question, turn the Add Timeout Branch toggle ON.
You can add Steps to determine what happens to Contacts who don't respond in time, or the Workflow will end when the timeout is reached.
FAQ and Troubleshooting
If I add an Ask a Question step after a conversation has closed (e.g., Close Conversation step or Conversation Closed trigger), will the conversation reopen if the Contact responds?
No, a Contact will not reopen the conversation by responding to the 'Ask a Question' step.
When Contacts with Closed Conversation sends a message while a Workflow with Ask a Question step is ongoing, will it open the conversation?
Conversations will not automatically open when a Contact with Closed Conversation sends a message while a Workflow with Ask a Question step is running. Only once the Workflow with Ask a Question step ends, a message from Contacts will automatically open the conversation. You can add a timeout in the Ask a Question step to ensure the Workflow will end after a certain time period.
Why is the Contact Field not saving responses in the Ask a Question step?
Invalid responses, such as responses in the wrong format, cannot be saved. Clearly specify a response format when asking a question to avoid this scenario.
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