Text
Ask an open question, wait for the customer's reply, and save it to use later in the chat.
What it does#
Text asks a question and waits for the customer to type an answer. The answer is saved under the step name, so later messages can use it, for example Thanks, {{@fullName}}!
Use it for names, descriptions and comments. If the answer must have a format, use Number, Date or Email instead: they check the answer for you. To send a message without waiting for a reply, use Send Message.
Set it up#
- 1
Add Text and name it
Drag Text onto the canvas and click it. In Step name (letters and numbers), enter a name such as
fullName. Use letters and numbers only, no spaces. - 2
Write Message
Under Message, replace What is your name? (example) with your question. Use bold, italic and
strike, and type @ or # to insert an earlier answer or variable. - 3
Optionally copy the answer
If you see Save answer to (optional), you can also keep the answer in a variable such as
customer_name. Handy when several branches ask the same question. Underscores are allowed here. - 4
Connect both sides
Connect the step before into Text, and connect Text to the step that should run after the reply.
- 5
Preview the question and reply
Open the Phone preview tab to see the message as the customer gets it, then click Preview and answer it yourself.
What your customer sees#
The customer gets your question and the chat waits. Whatever they type next is saved as the answer, exactly as typed. If they answer again later (for example after going back), the new answer replaces the old one.
Use the answer in later steps as {{@fullName}} in messages, or @fullName in conditions. A copy made with Save answer to works the same way: {{@customer_name}}.
Common problems#
| Problem | Why | Fix |
|---|---|---|
| This step isn't ready yet on the step | Something isn't connected | Connect a step into Text and Text to the next step |
| The step name won't take spaces or _ | Step names are letters and numbers only | Use fullName. Underscores are fine in Save answer to |
| The customer sent a voice note or sticker and was asked again | Text needs a typed answer | Nothing to fix. Ask for a typed reply in your question if this happens often |
| The reply went to a keyword path instead of the next step | The reply matched one of your bot's keywords | Change the keyword, or word the question so the answer won't match it |
| A variable in the message shows up empty | The step it reads hasn't run yet in this path | Make sure that step runs earlier, or use a different variable |
| The chat starts over after the reply | The next step was deleted or disconnected | Reconnect it and publish again |
Example#
Book under a name. Name the step fullName and ask What name should we book the appointment under? Connect it to a Date step that asks Which day suits you, {{@fullName}}? If the customer answers Dana, they see Which day suits you, Dana?