Question

Questions will ask the customer for information when appropriate. Thankful will save the customer’s answer in the provided memory.

Thankful is smart enough to know when the information it’s about to ask has already been provided. In these cases, Thankful will automatically skip this step and not ask the user the question. To override this default behavior, which is rarely needed, you may check the “Always Ask” checkbox.

When Thankful asks a question of the user, it will set the ticket in the helpdesk to Pending automatically. When the user writes back in, the helpdesk will reopen the ticket, at which point Thankful will re-engage and continue the flow as appropriate.

To help Thankful understand what it should look for, you’ll set the Answer Type for the question step. The following answer types are available:

• Personal: Extract information directly from a message. _ Address: Thankful will detect an address and automatically build a structured representation of it for use in the flow. This saves a standardized address to the provided memory. _ Email: Thankful will detect emails in the response and save an array to the provided memory. _ Order Number: Thankful will detect order numbers in the response and save an array to the provided memory. Thankful will automatically prepend a prefix (like UK- in UK-1024) or append a suffix according to the integration settings. _ Phone Number: Returns single phone number. * Person: Returns a single person’s name.
• Nuance: All Nuance answer types use a classifier. They all return arrays. They can return either [] or [“None”] as well as any combo of classes. The possible returned values expand often as training data is added. For a complete list, please contact Thankful. _ Cancel Order Reason _ Cancel Subscription Reason _ Contact Reason: Return the reason for contacting from the your primary, deep learning classifier. _ Custom Model _ Return Order Reason _ Sentiment: May return Positive, Negative, or Neutral * Track Order Reason
• Misc _ Datetime: returns a date in RFC3339 format _ Freeform Text: Returns the user’s full reply, excluding any prefix and suffix to the message, such as content beneath the email footer. _ Number: Returns a single number, in floating point form _ Option: Extracts keywords. Use comma separated values. It will match on lowercase forms but the keyword set to the memory will be set to the form you’ve used in the Options step, capitals included. If you want to add buttons for chat, surround the option with square brackes, such as [Yes] would create the “Yes” button. _ Product: Extract a product in structured form with Name, Color, Size, Company and Quantity. _ Regex: Search using a regular expression and return the first result. * Yes/No: Search for common yes/no responses. Where yes/no responses aren’t likely, consider a custom model which detects positive or negative replies to a question.