What is Questionnaire Mode?

📲 What is Questionnaire Mode?

1. When you build and configure a new Questionnaire in your Dashboard, this instructs Sloane to ask callers specific questions and collect their answers
2. Unlike antiquated numeric prompt telephony systems (e.g., press #1 for business hours), Sloane's Questionnaire Mode asks questions in a natural conversation flow
3. Caller responses to questionnaires viewable in the Questionnaire page in your Dashboard

📞 How to Build a New Questionnaire

1. Log into your Dashboard
2. In the left Sidebar, expand the AI accordion and select Questionnaire
3. Create a name for your questionnaire in the Questionnaire Name input box
4. Optional: Require Sloane to explain to callers that she is going to ask a series of questions in the Questionnaire Introduction input box
5. Turn on the Questionnaire Enabled/Disabled Toggle

☎️ How to Configure Questionnaire Triggers

1. Click Expand Questionnaire Trigger Settings
2. If you want Sloane to always initiate your questionnaire when she answers, then select Always Trigger at Start of Call
3. If you want Sloane to only initiate your quesitonnaire when a caller says specific words or phrases, then select Custom Keywords and then enter keywords in the Caller Keywords input box below:
• Separate each keyword by a comma
• Type related keywords one after another (e.g., "price", "pricing", "cost")
• Related words may appear automatically as you type - these are merely suggestions provided to you for common words like "appointment", "info", "pricing", etc.
• In the Keyword Sensitivity dropwdown, select how disciplined you want Sloane to train on your keyword instructions

⛰ How to Create Questions

1. Click Expand Questions
2. Under Q1, enter your first question in the Question input box
3. Optional: Create a question label for your question in the Question Label input box
4. Optional: Select whether the question is unconditional or conditional in the Question Type dropdown
5. Optional: Specify the answer format that the question requires in the Expected Answer Format dropdown
6. Optional: Include a follow-up question in the Follow-up Prompt input box

👉 Why It's a Good Idea to Include Question Labels for Each Question

• You can improve the readibility of your responses by tagging each question with a Question Label
• Example of response to a questionnaire without question labels:

            May I have your name, please?  Alex Sacks
            

            Can I have your phone number, please?  310-555-3829
            

            Are you interested in our services?  Yes
        

• Example of responses to the same questionnaire with question labels:

            Name:  Alex Sacks
            

            Callback Number:  310-555-3829
            

            Potential Customer:  Yes
        

🎲 What is the Purpose of the Expected Answer Format?

• Selecting the appropriate Expected Answer Format for each question is critical for training Sloane to allow requisite response time for a caller to answer a question
• Each type of Expected Answer Format in the dropdown informs Sloane how long she should wait before asking the next question
• Example 1: Can you spell out your first and last name please? ➡️ The caller is expected to spell-out their answer ➡️ This requires a longer response time ➡️ Therefore, the Expected Answer Format should be Spelling of word(s) ➡️ This trains Sloane to listen for spelling and allow enough time for the caller to respond
• Example 2: Are you 65 years-old or older? ➡️ The caller is expected to respond with a 'yes' or 'no' ➡️ This requires a short response time ➡️ Therefore, the Expected Answer Format should be Yes/No ➡️ This trains Sloane to ask her next question as soon as she hears either a 'yes' or 'no'

🎱 How to Configure Conditional Questions

• When you create a conditional question, you can train Sloane to ask different follow-up questions based on a caller's response
• Each conditional question starts with a primary question and then branches into different follow-up questions depending on how the caller answers
• Use conditional questions when you need to route callers down different paths (for example, based on age, urgency, or the type of service they need)

Example Logic Tree

• Question 1: Are you 65 years-old or older?
  • If the caller answers Yes, Sloane asks Question 1A.
  • If the caller answers No, Sloane asks Question 1B.

By chaining multiple conditional questions together, you can build deeper logic trees that guide each caller through a tailored path based on their answers.