Use a Dialog Question Step

View supported editions.

User Permissions Needed
To build and manage Einstein Bots:	Customize Application OR Modify Metadata OR Manage Bots

Question steps are essential for a great bot experience. They allow the bot to collect and act on customer inputs. When creating a question step, the first decision to make is how to capture this data. Question steps allow for two types of input from the customer: choices (static or dynamic) or text.

• Choices provide the customer with a set of options. Some of the benefits of selecting choices include consistent data, a quicker setup, and ease of use from the customer’s perspective. Choose static options that are delivered the same way every time or dynamically generated options from a flow, Apex, or list variable. Choices don’t allow for text input.
  • Set Up a Dialog Question Element with Choice Responses
  • Set Up a Dialog Question Step with Dynamic Choice Responses
• Text allows customers to enter unstructured data and allows the bot to act on it. For example, to capture an email address or order number. Text responses are more complex to set up because we don't know the customer response. However, we include features, such as Conversion Repair, to help the bot handle input errors gracefully.
  • Set Up a Dialog Question Step with Text Responses
  • To learn more about Conversation Repair, visit Maintain Chatbot Conversation Quality

Question steps also require an understanding of entities and variables, as the bot must know where to place this data and in the correct format.

• What’s an Entity?

• What’s a Variable?

Finally, the bot must know what to do with the data. Bots can act on this information through dialog action steps, or through dialog rule steps. Actions refer to Salesforce-related functions, such as launching a flow or Apex. Rules handle conditional, conversation-specific actions, such as routing inside the bot.

• Set Up a Dialog Question Step with Static Choice Responses
  Use a Static Question step to offer predefined options that let your customers answer questions quickly.
• Set Up a Dialog Question Step with Dynamic Choice Responses
  Use a Dynamic Question step to offer dynamically created choices based on the output of a selected action
• Set Up a Dialog Question Step with Text Responses
  Use a Question step to gather information from your customers using text input.