Step 1: Navigate to Conversation Settings
Under the Admin tab, navigate to Conversation Settings. From there, you can create a new conversation template or edit an existing one to add a new custom question or copy an existing question.
Step 2: Create New Question
To add a new question to your conversation template, select Create New Question. A dialog box will appear with two options:
Option 1: Add a New Question
Choose Add new question to create a question from scratch.
Enter the question text in the provided field.
Complete any additional fields
Save the question.
Option 2: Copy an Existing Question
Choose Copy existing question if you would like to reuse a question that already exists.
You can select questions from:
An existing template within your account, or
A list of recommended questions.
To review a question before adding it:
Select Preview to see the full question and description.
Click Copy to template next to the question you would like to add to your current template.
The selected question will then be placed into the template you are building.
Tip: Every question you create becomes part of your Question Bank, making it easy to reuse consistent language across multiple conversation templates.