In this tutorial, we’ll guide you through the Question Block in Phonely and demonstrate how to link questions together to create powerful, automated workflows. These workflows can address any type of question and collect specific information, making your AI receptionist more efficient and human-like.
What is the Question Block?
The Question Block is a core component of creating workflows in Phonely. It enables you to ask specific questions to users while fostering a more human-like interaction. Unlike traditional IVR systems, Phonely adapts to conversational nuances, ensuring a natural flow even when inputs are imperfect.
Key Features
• Humanization: Personalize conversations by incorporating the user’s name and other details.
• Conversational Style: Phonely automatically adjusts the tone and flow to feel more human, avoiding a robotic experience.
Creating a New Question Block
Steps to Create a New Question
1. Access the Workflow
Navigate to the Phonely Agent Page and select the Workflows tab.
2. Add a Question Block
Click the plus sign (+) and select the Question Block to start.
3. Enter Information
A sidebar will appear where you can input the question details. For example:
“Can I get your full name, please?”
Customizing the Question
• Answer Options: Create flow branches for specific answer types, or let Phonely interpret context and proceed accordingly.
• Advanced Features: Set up repeat confirmation (e.g., asking the user to verify their name).
• Additional Instructions: Add specific guidance, such as capturing both first and last names.
Tagging and Outcome Tracking
Call Outcome Tags
Track where users drop off in the workflow with outcome tags for better insights.
• Example: If a caller exits after the “name question,” this interaction is tagged and visible in your analytics dashboard.
Branching Workflows and Linking Questions
Creating Branching Workflows
Branching workflows handle various tasks, such as:
• SMS Scheduling: Enable appointment scheduling via text.
• Phone Scheduling: Handle scheduling over the phone.
• Live Person Transfer: Transfer the call to a live person for manual scheduling.
Phonely can recognize similar responses and perform tasks contextually—just like a human.
Selecting Answer Types
Store answers as specific data types for easy retrieval and processing later:
• Example: When asking for a phone number, select the “phone” answer type. Phonely stores the input as a phone number for subsequent use (e.g., sending SMS confirmations).
Advanced Features and API Integration
Using Variables in API Requests
Phonely stores question-answer pairs as variables that can be used in API requests. This is especially useful for automating tasks like scheduling.
• Example: After collecting a phone number, Phonely can automatically send an SMS with a link to schedule an appointment.
Conclusion
The Question Block in Phonely is a powerful tool for creating simple or complex workflows. By leveraging features like branching workflows, data type selection, and API integration, you can transform your AI receptionist into a highly efficient and human-like conversational assistant.
Additional Resources
For more tutorials and help with Phonely, visit:
• Website: www.phonely.ai
• Help Desk: help.phonely.ai
• Application: app.phonely.ai
• Agent Page: app.phonely.ai/agent