Key Questions

By adding Key Questions to your script steps, you create a handy reference for quick analysis and data retrieval. This section takes place under the campaign summary:

Key questions will be listed in the Post-call window

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Summary and Post-Processing

In this section you will be able to set the Interest Criteria (conditions under which a call can be considered Interested) and the Key Questions.

There are two types of Key Questions:

• Step keys: the analysis will be made related to a specific step or question.
• Global keys: the analysis will be made along the whole conversation.

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Adding Key Questions

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Step Key Questions

• Navigate to the script where you want to add the Key Questions.
• Find the step number located on the left side of the step you want to summarize.
• Click on the step number. This action will open a window to set the Key for the step.

Press the star icon left to the step to create your Key Question

• Title, Description and Key Type will be automatically created for your Key Question according to the step description. This is data that can be changed.
• There are several types of question to select according to the desired output needed:
  • Open question
  • Single choice
  • Multiple choice
  • Yes/No
  • Number
  • Date
  • Time

You can add multiple titles to each step by repeating the above process, generating multiple outputs for the summary.

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Global Key Questions

• Navigate to the summary window into the Post-Call Analysis.
• Click on the ”+ Add” button to create a new Key Question.
• Complete the required fields:
  • Title: Displayed in the summary.
  • Description: Instruction to the AI on what information to extract.
  • Key Type: Desired output response.

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Removing Key Question Titles

To delete a title, hover over the title and click on the remove icon that appears on the right side of it.

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Key Questions in Summaries

• Once added, these titles will be displayed in the ‘Interested’ contact summary section.

• For Webhooks, the summary will be structured as follows:

"summary": {
    "Contact willingness": {
      "description": "Tell if the contact was willing to tell personal information",
      "options": [],
      "order": 3,
      "type": "YES_NO",
      "value": true
    },
    "Residency Inquiry": {
      "description": "Provide a yes or no response indicating whether you reside in the specified country.",
      "options": [],
      "order": 2,
      "type": "YES_NO",
      "value": true
    },
    "Schedule Call": {
      "description": "Extract the preferred day and time for the follow-up call.",
      "options": [],
      "order": 1,
      "type": "OPEN_QUESTION",
      "value": "today at five pm"
    }
  }