Skip to main content
Key questions tell the agent what information to pull out of each conversation. After the call, the answers appear in the contact’s summary, in CSV exports and in the data sent to your webhooks. There are two kinds of key questions:
  • Step key questions: Tied to one step of the script, for example the answer to Are you the person who handles software decisions?
  • Global key questions: Answered from the whole conversation, for example What is the contact’s budget?

​
Step Key Questions

  • Open a node on the script canvas and hover over a step’s number. The number turns into a star.
  • Click the star. The A key question window opens and suggests a title and a description based on the step’s text.
  • Adjust the title, the description and the answer type (see Answer Types). Click Add Title to collect more than one answer from the same step.
  • Click Add to Summary.
A step with the star next to its number, and a step below it that already has the Decision Maker key question

Click the star next to a step's number to make it a key question

The A key question window with a generated title and description, the answer type, Add Title and Add to Summary

The key question window

Steps with key questions show their number on a black circle - hover over it to see the filled star - and the question titles appear above the step - click the pencil next to them to edit. To remove one title, hover over it in the key question window and click the remove icon. Clicking a filled star removes all key questions from that step.

​
Global Key Questions

  • Open the Workflow tab of the agent editor and click the Summary block.
  • The Summary window lists all key questions of the agent, including the step ones. Click Add.
  • Enter a Title - it’s shown in the summary - and in Prompt instructions, describe what the agent should extract.
  • Choose the answer type and click Create.
The Summary window with four key questions and the Add button

The Summary window on the Workflow tab

The New Post-Call item form with a title, prompt instructions and the list of answer types

Creating a global key question

The Workflow tab also holds the agent’s Success Criteria - the outcomes that decide whether a call counts as a success - and the Post-Conversation Actions that run after each call, such as webhooks. See Advanced Webhooks.

​
Answer Types

  • Open Question: A free-text answer. This is the default.
  • Single Choice: One option from a list. Add options with Add choice or add “Other”.
  • Multiple Choice: Several options from a list.
  • Yes / No: A yes or no answer.
  • Number, Date and Time: A number, a date or a time.

​
Answers in the Call Summary

After each conversation, the answers appear on the Summary tab of the contact’s details - for interested and not interested contacts alike, as well as for calls that ended as Do not call, Wrong number or Call later. To see them, open a contact from the agent page, select a finished call on the Interactions tab, then open Summary. The answers are also added as columns to your contacts export and sent in the summary field of your webhooks. Each answer is keyed by the question title:
webhook.json
The type is one of OPEN_QUESTION, SINGLE_CHOICE, MULTIPLE_CHOICE, YES_NO, NUMBER, DATE or TIME. The value matches it: true or false for yes/no questions, a number for numbers, an array for multiple choice, and text otherwise.