Options
Ask a question with a numbered menu of answers and send each answer down its own path.
What it does#
Options asks a question with a list of answers, and each answer gets its own connection on the canvas. On WhatsApp the customer sees a numbered menu and replies with a number. On your website they click a choice.
Use it for menus: departments, services, yes or no. For up to three tappable WhatsApp buttons use Buttons, for a longer WhatsApp menu use List, and for an open answer use Text.
Set it up#
- 1
Add Options and name it
Drag Options onto the canvas, connect the step before into it, and click it. Set Step name (letters and numbers), for example
mainMenu. - 2
Write the question
Under Message, replace American Question with your question, for example How can we help you today?
- 3
Add the answers
Under Options, fill Option 1, then click Add option for each extra answer. Fill every row and remove rows you don't use: an empty row can shift the numbers customers see.
- 4
Connect each answer
Each option has its own handle on the canvas. Drag from each one to the step that should run next. Every option needs a connection.
- 5
Reorder if needed
Drag an option by its grip to move it, or focus the grip and use the arrow keys. The connection moves with the option.
- 6
Test every branch
Click Preview and try each answer, once by number and once by typing the answer.
What your customer sees#
On WhatsApp: your question followed by a numbered list (1. Book an appointment, 2. Opening hours...). The customer replies with a number or types the answer. A number always picks that position. Typed text picks the option it's closest to; if nothing is close enough, they're asked to choose again.
On your website: the answers appear as choices to click.
The chosen answer (its label, not the number) is saved under the step name: use {{@mainMenu}} in later messages.
Messages#
Click the step and open Messages at the bottom of its settings to change what the bot says on its own here. Messages has The answer matches no option and A number that isn't on the menu (you can use {max}).
Each field shows the default in grey. Leave it empty to keep the default, or write your own: it applies to every Options step in this chatbot and goes live with Publish. Use for all my chatbots makes it the text for all your chatbots (account owner or admin). More texts are in Settings > System messages.
Common problems#
| Problem | Why | Fix |
|---|---|---|
| Connect a step into this one, and connect every option to a next step. | The input or an option isn't connected | Connect the step before, and every option |
| A customer's number picks the wrong answer | There's an empty option row | Remove empty rows |
| Typed answers aren't recognised | The labels are too similar, or the customer typed something else | Make labels clearly different; customers can always reply with the number |
| An option labelled "2" isn't picked when the customer types 2 | A number always means a position in the menu | Don't use numbers as labels |
| A customer waiting on this question was sent back to the start | You deleted an option or the step and published | Edit option labels in place instead of deleting and re-adding them |
Example#
Clinic front desk. Ask How can we help you today? with Book an appointment, Opening hours and Talk to the team. Connect the first to a Date step, the second to a Send Message with your hours, and the third to Talk to a person. On WhatsApp, a customer who replies 2 gets your hours.