Order questions: what your agent asks before it drafts an order

Go to Orders & leads → Questions. The Order questions section, after Lead details, sets what your agent asks before it drafts an order. Answers are saved on the order.

Your agent always asks which items and how many, and who the order is for if it's someone else, so you don't add those as questions. The customer's name, phone and email are kept on their contact. Everything else your team needs for an order is an order question: a delivery address, delivery or pickup, a delivery time, a size or colour preference, a gift message.

Adding a question. Press Add question. The panel has three tabs:

1. Question
   • Question: what to ask, up to 120 characters. Write it as you'd ask it; your agent words it naturally in the customer's language.
   • Answer format: Short answer, Paragraph, Choose one, Choose several or Yes / no. For the choice formats, add up to 20 Answer choices.
   • Note for your agent (optional, up to 500 characters): what a good answer looks like, for example "the full street address and building number". Customers don't see it.
2. Where to ask
   • Tick All orders to ask it for every order, or choose items under Only for these items. You can do both.
   • For each, tick Answer required if your team can't fulfil the order without it, and set its Position (1 is asked first). Questions for all orders come before questions for an item.
3. Preview: the order in which your agent will ask, for every item or for one item you choose.

Press Add question. New orders use it from then on.

What "required" does. Required questions are asked before your agent drafts the order. If the customer doesn't answer, the order is still saved, marked Missing answers, so you never lose it. Optional questions are offered once, after the required ones.

Preview questions shows the whole list as your agent will ask it. It shows which questions are asked and in what order, not the exact words: your agent words each one naturally and skips what the customer already said.

Changing or removing a question applies to new orders only. Each order keeps the questions it was asked, worded as they were then, and answers on existing orders stay.

Suggested questions. A new online store starts with "Delivery address" (required, all orders). A new restaurant starts with "Delivery or pickup" (required) and "Delivery address" (optional, only for delivery orders). You can change or remove them like any other question.

Owners and managers can change order questions; the rest of the team can look at them and preview them. Up to 30 order questions in all, and up to 30 asked for all orders or for any one item.