Table of Contents
Ask a question and obtain the Customer’s response by configuring the Extract Memory and Send Buttons Sub-Actions.
Memories Generated #
- orderNumber
- yesNo
- buttonResponse
- zipCode
Sub-Actions #
Send Buttons #
Present chat-based quick reply buttons to the Customer. Smart Buttons may be configured to reorder buttons dynamically based on the frequency with which they are clicked. After configuring this Sub-Action, select buttonResponse in the Extract Memory Sub-Action.
Extract Memory #
Search for the expected answer within the Conversation’s greeting, signature, and reply chain. This Sub-Action creates the email, orderNumber, yesNo, buttonResponse, and zipCode Memories.
Extract Order Number Regex #
Search for RegEx matches within the Conversation by searching the message’s greeting, signature, and reply chain.
Memories Generated #
Configuration Options #
Always ask the question #
- When turned on, Sidekick will always ask the Customer the question composed in the text editor, regardless of if the Memory already contains the expected answer. If activated, a Thread can ask a Customer the same question multiple times, if necessary.
- Example – if Sidekick asks a Customer for an order number and the Customer provides the wrong one, without this control activated, if Sidekick then asks the question again, the secondary Question Action will be skipped as the order number Memory already “exists.” Eventually, this would result in a handoff. Activating this control forces the ability to ask the question again, even if another order number (or other type of expected answer such as email, button response, etc.) has been provided.
Note – Consider instances where the question should not be asked of the Customer multiple times
For instance, if the Extract Memory Sub-Action is set up to extract Order Number from the question step, utilizing “Always ask the question” would repeat the question even if Order Number already existed in the Customer’s initial message or response.
