Multiple choice

The Multiple Choice step asks a question with a fixed set of answers. It sends the options as a numbered list, and the customer replies with the number or the option’s name. The answer is saved in a variable, and each option has its own output.

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

Settings

Setting	Notes
Question Text	The question the customer sees
Options	The choices, separated by commas
Store Response As	The variable the chosen option is saved in

Enter the options like this:

Track my order, Talk to support, Something else

The customer receives:

What can we help with?

1. Track my order
2. Talk to support
3. Something else

Keep options short. Three clear phrases are easy to choose from; three long sentences aren’t.

Branch on the answer

Each option gets its own output on the step, so you connect each one to what should happen next. You don’t need a separate Switch step.

Tip

Always include a way out, such as Something else, and connect it to Request intervention. A customer whose need isn’t on your list should reach a person.

Buttons instead of numbers

If you’d rather the customer tap than type, use Send Buttons for up to three options or Send List for more. See Send buttons and lists.