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Auto-Responders Intermediate 7 min read

Setting Up Questionnaires

Collect customer information with interactive questionnaire flows

Setting Up Questionnaires

Questionnaires help you collect structured information from customers through Messenger. Create interactive flows that qualify leads and gather data.

Understanding Questionnaires

What They Do

Questionnaires:

  • Ask a series of questions
  • Collect customer responses
  • Store data as lead info
  • Trigger follow-up actions

Use Cases

  • Lead qualification
  • Service inquiries
  • Appointment booking
  • Product recommendations
  • Customer feedback

Creating a Questionnaire

Access Questionnaires

  1. Go to Messenger > Questionnaire Configs
  2. Click Create New

Basic Setup

Configure:

  • Name - Internal identifier
  • Trigger - What starts it
  • Welcome message - Initial greeting

Building Questions

Add Questions

  1. Click Add Question
  2. Choose question type
  3. Enter question text
  4. Configure options

Question Types

Type Use For
Text Open-ended responses
Multiple Choice Select one option
Multi-Select Select multiple options
Yes/No Binary choices
Email Collect email address
Phone Collect phone number
Date Date selection
Rating 1-5 star rating

Configuring Questions

Question Settings

For each question:

  • Required - Must answer to proceed
  • Help Text - Additional context
  • Validation - Format requirements
  • Skip Logic - Conditional branching

Multiple Choice Options

  1. Add answer options
  2. Set display order
  3. Optionally add images
  4. Configure response actions

Adding Products/Services

Link to Products

Associate questions with offerings:

  1. Select a question
  2. Click Link Products
  3. Choose relevant products
  4. Products shown as options

Product Images

Display product images:

  1. Enable image display
  2. Products show with photos
  3. Makes selection easier

Question Flow

Linear Flow

Questions asked in order:

  1. Question 1
  2. Question 2
  3. Question 3
  4. Completion

Conditional Branching

Skip or show based on answers:

  • If answer = A, go to Question 3
  • If answer = B, go to Question 5

Skip Logic Setup

  1. Select question
  2. Click Add Logic
  3. Set condition
  4. Choose destination

Completion Actions

What Happens After

Configure post-questionnaire:

  • Thank you message - Confirmation
  • Create lead - Save as lead record
  • Tag lead - Add tags
  • Notify team - Alert staff
  • Start sequence - Begin nurture

Response Storage

All answers saved to:

  • Lead record
  • Conversation history
  • Exportable reports

Testing Questionnaires

Preview Mode

  1. Click Preview
  2. Walk through questions
  3. Test all paths
  4. Verify completion

Test Conversation

  1. Enable test mode
  2. Message your page
  3. Trigger questionnaire
  4. Check data capture

Managing Questionnaires

Enable/Disable

Toggle questionnaire:

  • Active = accepting responses
  • Inactive = paused

Edit Questionnaire

  1. Click on questionnaire
  2. Modify questions/settings
  3. Save changes

Clone Questionnaire

Copy existing:

  1. Click Clone
  2. New copy created
  3. Modify as needed

Viewing Responses

Response Report

See all submissions:

  1. Open questionnaire
  2. Click View Responses
  3. See all completions

Export Data

  1. Click Export
  2. Download CSV
  3. Analyze in spreadsheet

Best Practices

  1. Keep it short - 5-7 questions max
  2. Start easy - Simple questions first
  3. Use logic - Skip irrelevant questions
  4. Mobile friendly - Test on phones
  5. Follow up - Act on responses quickly