Ask keyword

The Ask Keyword step is for when customers type their answer instead of tapping a button. You set up groups of keywords, and the step follows the branch whose keywords match the reply.

Find it in the Ask a Question group of the palette.

Settings

Setting	Notes
Prompt	The question, for example Reply YES to confirm or NO to cancel
Keyword cases	One row per branch: a Label and its Keywords
Save reply to variable (optional)	Saves exactly what the customer typed

Each case has:

• Label: the branch name, for example Yes
• Keywords: words that pick this branch, separated by commas, for example yes, y, ok, confirm

Each case gets its own output on the step.

Tip

List the ways people really reply, not just the word you asked for. For a Yes branch: yes, y, yeah, yep, ok, okay, sure, confirm.

When nothing matches

The step has a No match output for replies that don’t match any case, and can have a No reply output for customers who don’t answer. Connect No match to something helpful, such as a reworded question or Request intervention.

Which question step to use

Step	Use it when
Ask Keyword	Customers type freely and you branch on words
Multiple choice	You offer a fixed, numbered list
User input	You want to save and check a value, not branch on it