Question step

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WhatsApp Messaging Flows - “Question” Step

The Question Step in WhatsApp Messaging Flows allows businesses to engage with their contacts by collecting information in an interactive manner. This feature is essential for gathering essential data such as contact preferences, feedback, or any other information necessary to enhance customer interactions. By utilizing the Question Step, organizations can better tailor their messaging flows to meet the needs of their audience, ultimately increasing the effectiveness of their communication.

How to Access This Feature

To use the Question Step, follow these steps:

1. Navigate to the left-hand menu and click on WhatsApp. 2. Select Messaging Flows. 3. You can either edit an existing flow or create a new one:

  * To edit an existing flow, select the desired flow, click on Update, then go to Steps. Click on the node (+) in the builder where you wish to add the question. A modal window will appear; select Question, then click the Add button.
  * To create a new flow, the modal window will appear in the Flow Builder. Again, select the Question option, then click the Add button.

Step-by-Step Instructions

Once you open the Question modal:

1. Click the pencil icon to name your step. It's advisable to use unique, descriptive names for clarity. 2. Enter your question in the provided field. You also have the option to personalize your question by clicking the lightning bolt icon to select personalization options. 3. Choose the desired answer type. The options available include:

  - Free text
  - Single option
  - Number
  - Location
  - URL
  - Email
  - File
  - Document
  - Image
  - Video
  - Phone
  - Date
  - Any message

4. Provide an answer validation message that will be shown when the user's response is incorrect. 5. Use the optional toggles to manage response behavior:

  - Go to another step if the contact doesn’t answer the question correctly
  - Go to another step if the contact doesn’t answer the question within a certain period of time
  - Do something else if the message fails to send

Configuration Options

Each answer type in the Question Step has distinct configuration options:

• Free Text:

 - Group multiple messages as final answer?
 - Minutes to wait from last message
 - Answer validation message

• Single Option:

 - Display options as buttons (max 3 options) or a dropdown list (max 10 options)
 - Use a variable as a data source for options? (for dynamic content)
 - Open list button text
 - Define option values and descriptions

• Number:

 - Allow decimal in answers?
 - Limit answers in a specific range?

• Other answer types (Location, URL, Email, File, Document, Image, Video, Phone, Date, Any message) feature their own specific validation criteria.

Additionally, there are toggles to configure options: - Go to another step if the user doesn't answer the question correctly - Go to another step if the user doesn’t answer the question within a certain period of time - Do something else if the message fails to send

Best Practices and Tips

1. **Questions should be concise**: Ensure that your questions are clear and straightforward to avoid confusion. 2. **Personalization**: Take advantage of the personalization options to make engagement feel more tailored and relevant to the contact. 3. **Test extensively**: Before launching your flow, test each question step to verify that all validation messages and logic work as expected. 4. **Time settings**: Be mindful of the time settings when implementing the timeout feature; ensure they align with your intended user experience. 5. **Utilize answer variables**: Use collected response data in future steps for a more dynamic interaction.

Common Use Cases

1. **Gathering Feedback**: Use the Question Step to ask customers for their thoughts on a recent purchase or experience. 2. **Lead Qualification**: Collect important customer details earlier in the flow to filter and classify leads based on their responses. 3. **Event Participation**: Gather preferences on events or meetings by asking attendees to choose available times or topics. 4. **Content Preferences**: Use the step to inquire about what types of content the contact is most interested in receiving.

Troubleshooting

• If contacts encounter issues while sending a response, double-check that the validations don’t inadvertently block expected answers.
• Ensure that toggles for managing unanswered questions are set properly to facilitate smooth transitions in the flow.
• If validation messages aren’t displaying as expected, verify the settings for the respective questions and answers.

FAQ

Q1: Can I save the responses to my contact records?

A1: No, answers from the Question Step are not saved to contact records. To retain information, use the Contact update step following the question.

Q2: Are there limits on how many questions I can add?

A2: There is no stringent limit on the number of question steps; however, best practice suggests keeping conversations concise to maintain engagement.

Q3: Can I use images or files as answers?

A3: Yes, specific answer types allow contacts to submit images or files as part of their responses.

Q4: What happens to invalid responses?

A4: Invalid responses trigger the defined answer validation message to guide the user to respond correctly.

Q5: What should I do if my messages fail to send?

A5: Use the toggle to set up alternative flows or messages if a question fails to send, which can guide the contact through different support options.

Q6: Can I utilize external data for question options?

A6: Yes, by using the Use a variable as a data source for options? toggle, you can pull dynamic content from external sources.

Q7: Are response formats customizable?

A7: Yes, each answer type can be customized with specific options according to the information you wish to gather.

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