Setting Up Questions and Answers

Overview

For each channel you can define in the Bot During Work Hours and Bot Outside Work Hours fields a question that will be displayed to the customer when a SimpleChat conversation is received on that channel (depending on the work hours defined for the channel and the business closures).

As a result Bot will be activated and the first question to be displayed to the user will be the question defined under the channel including the list of answers that were associated with it. Selecting from the answer list will display the follow-up question defined for the selected answer.

When an answer that does not have a follow-up question is selected, a SimpleChat conversation will be created, and the chat will be managed from now either through a workflow that is activated when the SimpleChat conversation is created or by an agent (depending on the implementation).

The customer's last answer is kept under the Last Answer field. This answer can be examined to determine the next workflow action. (The field is cleared when a question is sent to the customer via workflow and is filled with a response, as long as it is within the threshold time).

A question can be static, that is, it contains a set of predefined answers, and it can be dynamic, that is, it contains retrievable responses from the system, such as selecting from the customer's open cases, whether through a saved view or a query (FetchXML), and the query can also be filtered based on previous answers, such as selecting a branch from the branches in the city that the customer specified in a previous question, and the dynamic question can have additional static answers, such as "Another branch". In chat and Facebook the options will be presented to the user as cards to choose from, with a title, description, image and link.

Setting up a question with a predefined set of answers

From the Settings menu select SimpleChat Questions and click New, and fill out the fields in the SimpleChat Question form as follows:

  1. Question: The question that will be presented to the customer by the bot
  2. Template: If a template is selected, the text of the question will be determined by it. Lets you set questions with dynamic parameters to be filled in by field values from the conversation or from related records.

Note: As long as the conversation is not created the pre-conversation bot is restricted to fields returned in previous questions

  1. Topic: Ability to classify a group of questions associated with the same scenario
  2. Explanation: Text to display to the customer if the customer's answer is not recognized (the answers will be displayed again)
  3. Question Type: Static. Leave this option to view from the list of fixed answers set for the question
  4. Answers to Choose From: A list of possible answers to be display to the customer for selection
  5. Hidden Answers: Designed to skip bot stages. Each question can also include answers that will not be displayed to the customer, that belong to the levels further down the tree. If the user manually types one of the hidden answers, the system will identify the answer and behave accordingly

To add an answer or a hidden answer click the Plus (+) button above the appropriate list and fill out the fields in the SimpleChat Answer form as follows:

  1. Question: The question to which the answer will be linked. Each answer can be linked to only one question
  2. Template: If a template is selected, the text of the question will be determined by it. Lets you set questions with dynamic parameters to be filled in by field values from the conversation or from related records.

Note: As long as the conversation is not created the pre-conversation bot is restricted to fields returned in previous questions

  1. Answer: The answer that will be displayed to the customer, as a button or card on chat and Facebook channels
  2. Subtitle: The subtitle displayed in the card (on chat and Facebook channels)
  3. Link Title: The link title displayed in the card (on chat and Facebook channels)
  4. Link: The address of the link displayed in the card (on chat and Facebook channels)
  5. Image: The address of the image displayed in the card (on chat and Facebook channels)
  6. Follow-up Question: The follow-up question to be displayed to the customer when this answer is selected (if empty the conversation will be routed to an agent for further handling)
  7. Display Order: The order of displaying the possible answers in the list to the customer
  8. Alternatives: Alternatives to the answer that the bot can identify separated by commas (such as synonyms or misspellings)
  9. Custom JavaScript: JavaScript code that will be launched when the customer selects this answer, such as opening up a URL
  10. Destination Queue: The queue that will be filled in the conversation if this answer is selected, to which the conversation will be routed (instead of routing to the default channel queue)

Note: When using an external template, such as in WhatsApp, the possible answers must be defined as part of the question wording in the template (the system does not pass the possible answers as template parameters) and separately establish the answers in the system itself so that it can identify the customer's choice. An explanation of external templates is detailed in the section "Setting Up Quick Answer Templates" below.

Setting up a question with a dynamic list of answers retrieved from the system

From the Settings menu select SimpleChat Questions and click New, and fill out the fields in the SimpleChat Question form as follows:

  1. Question: The question that will be presented to the customer by the bot
  2. Topic: Ability to classify a group of questions associated with the same scenario
  3. Explanation: Text to display to the customer if the customer's answer is not recognized (the answers will be displayed again)
  4. Question Type: Select CRM View to retrieve information from a system view, or select FetchXML to set the FetchXML field to a query in the FetchXML language
  5. Entity: The schema name of the entity from which to retrieve the possible answers. Will only be displayed on the form if Question Type euqals CRM View
  6. View: The name of the view in the entity specified above by which to extract the possible answers. Will only be displayed on the form if Question Type euqals CRM View
  7. FetchXML: The FetchXML query to run to extract the possible answers. Will only be displayed on the form if Question Type euqals FetchXML
  8. Max Answers: The amount of answers that will be displayed. The other options returned in the query will not be displayed
  9. Display Condition: Set the behavior of the system according to the amount of answers found (one or more, if no answer is found the question will not be displayed to the user):
    • Always - even if only one option is detected, it will be displayed for user selection
    • On Multiple Options - if only one option is found it will be selected straight without being displayed to the user, as if it was selected by the user
    • Never - even when there are several options will they not be displayed to the user, and the first option found according to the sort order of the view will be selected straight out, as if it was selected by the user
  10. Answer Followup: next question to show to a customer who chose a dynamic answer (if empty the conversation will be routed to an agent for further handling)
  11. No Answer Followup: next question to show to a customer if no dynamic answers were returned (if empty the conversation will be routed to an agent for further handling)

Note: In this case, the dynamic question is not displayed to the user at all, and the bot goes straight to the next question according to this field. For example, it is possible to dynamically check the existence of a case with the desired subject, and if not found to ask for more details in order to create a new case

  1. Answers to Choose From: A list of additional possible answers to be displayed to the customer to choose from after the dynamic options

Predefined answers can also be configured to a dynamic question. They will be displayed after the dynamic options and you can check which answer was selected, dynamic or static. For example, you can dynamically retrieve the list of the customer's open cases, and allow the customer to choose which one they are addressing, or select another option "Create a new case on another topic"

If no dynamic option is returned, the question will not be displayed at all, that is, static answers that were configured for this dynamic question will not be displayed

  1. Filter Column: The schema name of the field in the view to which additional filtering should be applied in a dynamic question.

Note: If a filter was already defined for this field as part of the query definition, it will be replaced by a filter based on the answer value to the previous question. Instead, more complex filtering can be done as follows:

    • If the text {PREV-ANSWER} is found in the view or in the FetchXML, it will be replaced by the value obtained from the previous question. This allows more flexibility in the filter compared to the full filter replacement when using the Filter Column, such as filtering the field by the previous answer value OR by some predefined value
    • If the text {QUESTION-PATH} is found in the view or in the FetchXML, it will be replaced by the question path so far (question GUIDs). Enables performing complex operations in RetrieveMultiple that address not only the last question but also previous questions.
    • If the text {ANSWER-PATH} is found in the view or in the FetchXML, it will be replaced by the answer path so far (selected record GUIDs). Enables performing complex operations in RetrieveMultiple that refer not only to the last answer but also to previous answers. Note: A question with no answers is not displayed and is represented as guid.empty (zeros)
  1. Answer Column: The schema name of the field in the selected answer whose value will be filled in the Last Incoming Message field in the SimpleChat Conversation. Note: For a picklist or lookup field or for a record key the value will also be filled. The code or guid will be filled in the Last Selection field
  2. Last Answer: The schema name of a Lookup field in the SimpleChat Conversation that will be updated to a selected record if the customer chooses one of the dynamic answers. Allows the workflow to act upon the selected answer (if the customer selects a static answer from the options presented to him after the dynamic options the field will not be populated)

Note: If answers to previous questions in a pre-converation bot point to the same field, only the most recent will be updated in the field

  1. Title Column: The schema name of the field in the view whose value will be displayed in the title of the card that will be shown in chat or Facebook

Note: If filled, its value will be filled in the Last Incoming Message field in the SimpleChat Conversation instead of the value from the Answer Column field. Required when the Answer Column field points to the record key and therefore contains a guid

  1. Subtitle Column: The schema name of the field in the view whose value will be displayed in the subtitle of the card that will be shown in chat or Facebook
  2. Image Column: The schema name of the field in the view whose value holds the URL that points to the image to be displayed on the card that will be shown in chat or Facebook
  3. Link Title Column: The schema name of the field in the view whose value is displayed in the link to be displayed on the card that will be shown in chat or Facebook
  4. Link Column: The schema name of the field in the view whose value holds the URL of the link to display on the card that will be shown in chat or Facebook

To define additional answers to be displayed after the dynamic answers click the Plus (+) button above the list and fill out the fields in the SimpleChat Answer form as follows:

  1. Question: The question to which the answer will be linked. Each answer can be linked to only one question
  2. Answer: The answer that will be displayed to the customer, as a button or card on chat and Facebook channels
  3. Subtitle: The subtitle displayed in the card (on chat and Facebook channels)
  4. Link Title: The link title displayed in the card (on chat and Facebook channels)
  5. Link: The address of the link displayed in the card (on chat and Facebook channels)
  6. Image: The address of the image displayed in the card (on chat and Facebook channels)
  7. Follow-up Question: The follow-up question to be displayed to the customer when this answer is selected (if empty the conversation will be routed to an agent for further handling)
  8. Display Order: The order of displaying the possible answers in the list to the customer
  9. Alternatives: Alternatives to the answer that the bot can identify separated by commas (such as synonyms or misspellings)
  10. Custom JavaScript: JavaScript code that will be launched when the customer selects this answer, such as opening up a URL
  11. Destination Queue: The queue that will be filled in the conversation if this answer is selected, to which the conversation will be routed (instead of routing to the default channel queue)