Configuring an Expected Answer Format for a Question

🎲 Purpose of the Expected Answer Format

• The Expected Answer Format trains Sloane on how long she should wait for a caller’s response.
• Each format type tells Sloane the response time needed before moving to the next question.
• Example:
• Question: "Can you spell your first and last name?"
• Caller spells their answer ➡️ spelling words require more time
• Therefore, choose Spelling of word(s) as the Answer Format
• Example:
• Question: "Are you 65 years old or older?"
• Caller responds “yes” or “no” ➡️ this requires minimal time
• Therefore, choose Yes/No as the Answer Format

👉 Why Add a Label to Each Question?

Adding a Question Label improves clarity and makes responses easier to read.

• Example responses without 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 responses with labels:

Name:  Alex Sacks
Callback Number:  310-555-3829
Potential Customer:  Yes
        

☎️ How to Configure Questionnaire Triggers

1. Click Expand Questionnaire Trigger Settings.
2. To have Sloane always start your questionnaire when she answers a call, select Always Trigger at Start of Call.
3. To trigger the questionnaire only when callers mention specific words or phrases, select Custom Keywords and enter your keywords in the Caller Keywords box:
• Separate each keyword with a comma.
• Include related keywords (e.g., “price”, “pricing”, “cost”).
• Suggested related keywords may auto-populate as you type.
• Use the Keyword Sensitivity dropdown to set how strictly Sloane should interpret your keyword rules.

⛰ How to Create Questions

1. Click Expand Questions.
2. Under Q1, enter your first question in the Question input box.
3. Optional: Add a Question Label to improve readability in your stored responses.
4. Optional: Select whether the question is unconditional or conditional in the Question Type dropdown.
5. Optional: Choose the required response type in the Expected Answer Format dropdown.
6. Optional: Add a follow-up prompt in the Follow-up Prompt box.

🎱 How to Configure Conditional Questions

• Conditional questions allow Sloane to ask different follow-up questions based on how a caller responds.
• Each conditional question begins with a primary question, then branches into different follow-ups depending on the caller’s answer.
• Use conditional questions to route callers down different paths (e.g., by age, urgency, or service type).
• Example:
• 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, you can create deeper logic trees that guide each caller through a customized path.