Question

Property	Description
¶ Common
¶ General
¶ Basic
Signature	The name of the block that is displayed in the script editor, but is not used in the dialogue with the client. It is used for convenience when creating a script.
Marker	Block symbol, arbitrary text. It can be used in analytics in reports as a marker of block passage. It can be used to track which blocks the robot has passed.
Message	The question that the robot will ask when it hits this block. The text is displayed in the block in the script editor if is not specified.The signature is, and is also displayed as a tooltip when hovering over the block.
Delay	The time period after which the message will be sent after the transition to the block. By using a delay before sending, you can emulate a set of messages, giving the impression that you are communicating with a real person. It is set in seconds. Works only in chats after the first Question block.
Number of cycles	The maximum number of times that the robot can go through the cycle. A cycle is considered to be the user's repeated entry into a specific block. The maximum number of cycles is 100.
Immediate dispatch	Allows you to send messages before the queue is fully formed in conjunction with the block. Request to the server. For example, the script contains a chain of 3 blocks of Information, a block of Request to the server and 2 more blocks of Information. If you check the box Sending immediately on the third block in this chain (i.e. before the block request to the server), 3 messages will leave, then the request will be sent and the remaining 2 will leave. Otherwise, messages will be sent only after processing the Request block to the server.
¶ Active listening This is a feature of voice bots that makes the dialogue more natural. It inserts synthesized or recorded phrases in response to the user's speech, mimicking the behavior of a live interlocutor. Read more about active listening in the article Active listening. To use the active listening settings for the specified block, press + Add active listening. If you do not want to apply this function to this block, click the switch. When the active listening is deleted, the settings of the start block will be used for the block. Thus, the difference between disabling and deleting is that when disabling, active listening is not used in a specific block, but its settings are saved, and when deleting, the block settings are reset to the start block settings.
Min. voiceover interval (ms)	The beginning of the interval from the beginning of the user's speech, during which you can start the voiceover phrases.
Max. voiceover interval (ms)	The end of the interval during which you can start the voiceover phrases.
Voiceover phrases	A list of phrases that will be announced to the user at a random time in the interval specified above. Phrases are pronounced in random order. Phrases are added by clicking Add and are deleted by clicking .
¶ Files Allows you to add files to be attached to the bot message. Files are added by clicking the upload button and selecting a file on your computer, or by dragging a file from your computer to the upload area. The maximum size of a file is 15 MB. Each file is displayed in a separate bar. Unwanted files are deleted by clicking on . When working with WhatsApp, files in WEBP format are sent as stickers, their size should be 512x512 px. Files with other sizes will not be sent. When testing in the script editor, uploaded files are not displayed. Use the widget to test the display.
¶ Speech recognition It is used only for voice bot. Speech recognition settings for the client.
Duration	The time period during which the system performs speech recognition of the subscriber during the call. Possible options: A monosyllabic answer; Very, very short; Very short; Short; Normal; Normal (5sec); Normal (180sec); Long; Very long; Very long (180sec); A custom one.
Custom version Allows you to configure your own recognition parameters. The full operation of these settings is guaranteed only with the ASR TWIN system. On other systems, some of these settings may work only to a limited extent or may not be supported at all.	Pause between words	Specify a value in the range from 100 ms to 10,000ms.
The duration of silence	Specify a value in the range from 100 ms to 10,000ms.
Total session duration	Specify a value in the range from 1,000 ms to 180,000ms.
Number of repetitions	How many times will the robot ask the client again if it does not receive or cannot recognize the answer to its question? When the specified amount is reached, the transfer to the operator will take place. The default value is 3. For this function to work, you need to add one or more repeat phrases in the section of the phrase asking you to repeat the answer.
Use the user's response	Use the client's response stored in the system variable in the blockA question earlier in the script. This function is convenient to use when switching from one scenario to another during a dialogue. In this case, in the first scenario, the client's response is saved to a system variable, and in the second scenario, the bot uses the answer it has already received to avoid asking the client a question that has already been answered. After use, the client's previously saved response is automatically deleted.
Disable replay	The query phrases will not be used. If the client's response is unrecognized, the robot will switch to the default branch. If the default branch is not configured, the dialog will be reset.
Disable refunds	If the current block has Question there is no default branch, the system tries to apply an unsuitable user response to the previous block of the same type when the return option is enabled. This is useful in situations where the answer does not match the current question — for example, the user may have mixed up the questions or the system cannot process it in the current block and is trying to find a suitable place earlier according to the scenario. However, if the current block has a default branch, the response will immediately follow it, and there will be no return. For example, there are two blocks in the scriptThe question. The first one asks: "Do you want to place an order?", the second one is "Tell me the order number." If the user does not answer the first question, the system can ask again (if it is provided in the script) or end the dialog if the question is not asked. After that, if there is no answer, the bot proceeds to the second question. Then the user replies, "Yes." This answer does not apply to the second question, and the system will try to apply it to the previous question if the return option is enabled. If there is a branch that responds to "Yes", it will be followed. If there is no suitable branch, but there is a default branch, it will work. If none of them fits, the dialog will end or be transferred to the operator. With the option enabledDisable the refund this will not happen: the system will not check the previous question and will simply process the answer within the current block.
¶ Telegram Keyboard Settings
Buttons per line	The maximum number of buttons per line in Telegram.
¶ Phrases asking you to repeat the answer
Phrase	Phrases asking for a repeat response, which are voiced by the robot one at a time if no response is received or cannot be processed. Each phrase must be entered or added in a separate field. The phrases specified in the block are prioritized over the phrases for the whole scenario that are specified in the start block. This means that if phrases with a request to repeat the answer are added in this block, the bot will use them for interrogation, otherwise the bot will use the phrases specified in the starting block.
Disable the randomness of repeat phrases	Disable random selection of repeat phrases. If you check the box, the phrases will be voiced in the order in which they are listed in the section, otherwise in random order.
¶ Variables Allows you to create variables and set their values. To do this, click Configure Variables to open the settings window. In this window, click Add to the Name field, enter the name of the variable and its value, then click Save. Each variable is added separately. To change or delete a variable, click in the sectionVariables. In the window that opens, click next to the desired variable. After making the changes, click Save.
Name	The name of the variable. It is allowed to use Cyrillic letters, Latin letters, numbers, dots (.), underscores (_), hyphens (-), square brackets ([]) in variable names. It is not recommended to use a space bar.
Value	The value of the variable.
¶ Fixing the result It is used to save dialog data to a report in which the columns corresponding to the fields will be filled in. To record the result, activate the switch.
Date	The commit date for uploading to the report.
Rating	Evaluation of the action to upload to the report.
NPS	Arbitrary information (variable, user's response, etc.) that will be used to analyze dialogs.
Confirmation	The brief meaning of what is happening in this block. For example: "We are checking the color of the car with the client."
¶ Interruptions It is used so that the client can interrupt the bot's utterance in dialogues using certain stop words. When the stopword is uttered during the bot's utterance, its speech ends, and the transition to the next stage of the script takes place. In the blockThe question is block-level stop words are set. Read more about interruptions in the article Interruptions.
Platform interruptions	Shows a list of stop words at the platform level.
Interruptions of the company	Shows a list of stop words at the company level.
Script interruptions	Shows a list of script-level stop words.
Ignore higher-level interruptions	Allows you to disable interruptions at the platform level, company level, and script level.
+Add	Adding stop words one at a time.
+Add a list of interruptions	Adding stop words by a group. Enter the words, separating them with commas for recognition by the system.
¶ Actions
Add an action	Allows you to select one of the nested actions.The following types of actions are available:
Custom Event Integration functionality for creating custom events.	Button label	The text that is displayed on the client's button.
Event name	The header of the user event.
Event data	Description of the user event.
Go to node Allows you to navigate to the selected block in the same way as the Teleport block.	Label	Any description.
Node ID	ID of the selected transition block.
Attach WhatsApp template Allows you to attach a template for WhatsApp.	Template ID	A unique ID received from technical support.
Template name	The name of the template received from technical support.
Button label	The text that is displayed on the client's button.
Link to the picture	The URL of the image.
Parameters	The ability to add a variable.
Button type	The type of buttons affects the appearance of the buttons in the messenger.
WhatsApp Interactive message Allows you to add buttons to WhatsApp.	Button type	The type of buttons affects the appearance of the buttons in the messenger.
Header	The text that appears at the top of the message.
Footer	The text that appears at the bottom of the message.
Buttons	Allows you to add the desired number of buttons and specify for each button one of the possible answer options.
Request contact Allows you to get the number from the customer via the button.	Button label	The text that is displayed on the client's button.
WebApp Allows you to open web apps in Telegram.	Button type	The text that appears on the button in Telegram.
WebApp url	A link to the site that will open when you click on the button.
Location Request Allows you to query the geographical location of the user. Works in Telegram and Viber.	Button labelи	The text that is displayed on the client's button.
Add form Allows you to attach a form to fill in data. Works in the widget.	Template	Allows you to select a pre-configured template or create your own form. The following forms are available: Request name and email; Request Full Name; Phone Request; Prompt Selection; Create Your Own.
¶ Records Allows you to attach audio files to a script block if Audio mode — Audio recordings is selected in the Settings block.
Add record	Allows you to select a voice file from the list. To load a new file, press and select a file from your computer in WAV format. To record an audio file, press . To listen to an audio file, press . To change the file name, hover over the file name and click . To remove an unwanted audio file from the voiceover, press .

Property	Description
¶ General
Label	The name of the arrow in the script. By the name you can quickly find the desired arrow and understand its purpose. The Label field will appear only after the output data type is selected. If no caption is specified for an arrow, the output data type will be displayed as the arrow name instead. Until the type is also specified, the arrow will be called Blank.
Action type	Defines the type of condition that will cause the system to move in the direction specified by this arrow. New fields to be filled in will be displayed depending on the output data type selected in the arrow. The output data types are described in the table below.
¶ Save answer Configured to save the client's response to the {answer} variable, so that it can be used later in script blocks.
Variable name	The name of the variable into which the current client response will be saved. In variable names it is allowed to use: Cyrillic letters, Latin letters, digits, dot (.), underscore (_), hyphen (-), square brackets ([]). Space is not recommended.
Make the variable a system variable	Save the user's answer to a variable so that it can be used in other scenarios in the future. It is useful when transitioning a dialog from one scenario to another, as it allows not to ask the user a question that has been answered earlier.

Action type	Description
By default	A branch transition will be performed if the conditions in all other branches are incorrect. Always add a default branch to the Question block, as all client actions cannot be predicted, and this arrow will ensure that the scenario evolves in case the client's response was not planned in other branches of the scenario.
Quick response	Automatic response option, the name of the response button.
Number	The sequential number of the response in the list of response options allows you to determine the order in which the buttons with answers are displayed. If you do not specify the order in which the buttons are displayed, the system will place them in any order.
Branch weight	The quantitative weight of the branch, its priority among other branches. If there are several default branches, the one that currently suits the most weight will be selected, depending on the currently completed query cycles. Allows you to configure the default branch selection when multiple questions.
Keywords	The branch will be clicked if the user's response matches the keyword.
Keywords	Keywords are words and phrases that serve to change the direction of the dialogue. If the client's response to the bot's question contains a keyword, the bot will move to a predefined thread. It is recommended to use simple words and phrases as keywords, for example: no, yes, of course, absolutely, etc. Rules for adding keywords: Keywords are separated by spaces. Multi-word expressions are indicated in quotation marks, for example `"already in place"`. The number and order of words in the keyword must exactly match the number and order of words in the client's response, otherwise the robot will not follow the indicated arrow. Keywords are given an arbitrary word order by highlighting with percentage signs, for example `"% is already in place%"`. In this case, the word order in the customer's response can be arbitrary, and other words may appear between the words in the key phrase. If the phrase named by the customer matches several key phrases from different arrows, priority will be given to the branch in which the key phrase contains more words. If the client's responses contain different forms of the word, then the keyword is written using a mask at the end. The mask is set using the "" symbol. For example, if you write `"technical"` as a keyword, the system will apply it to the following words: technical, technical, technical, technical. Simultaneous use of Normalization and masks at the end of keywords can lead to incorrect operation of the system. Keywords are weighted using the "+"* (increase weight) and "-" (decrease weight) signs, where each sign has a unit of weight (word or expression). For example, the answer "yes" in the context may not always mean agreement. In the phrase "Yes, I can hear you clearly, I'm not going to lunch", the particle "no" takes precedence over the answer "yes", and its weight should be higher. When arranging keywords and expressions, you can add weight to definitely negative words: +++not and +no – then it will be considered that one word has been added to the word no, and to the particle not – 3 words. If there is a quantitative advantage, the decision-making system will choose the appropriate route. By default, the weight of a phrase is higher than the weight of an individual word and is equal to the number of words in the phrase. Adding weight is possible not only for words, but also for keywords. Weight addition signs should be placed before the keyword, for example: `+++"I hear you well"`. Putting signs inside a phrase, for example: `"I hear you +++well"`, is considered an erroneous construction. This may cause the system to expect an exact match with the customer's response. This design makes it difficult to pass through the script and may disrupt its operation.
Keyword templates	The ability to use a pre-prepared set of keywords. Templates are set in the settings of the starting block on the tabVariables and templates.
Quick response	Automatic response option, the name of the response button. Each quick response has its own arrow.
Number	The sequential number of the response in the list of response options allows you to determine the order in which the buttons with answers are displayed. If you do not specify the order in which the buttons are displayed, the system will place them in any order.
Date/Time/Date and time	To follow the thread, the client's response must contain the date, time, or date and time (each has its own type). For example, one of these types is used when a robot asks a customer for their date of birth or the date and time of an appointment with a doctor.
Date/time/date and time value	A logical condition is set (usually a comparison operator), upon completion of which the robot will follow the selected arrow and, depending on the condition, then one value, two values, or nothing must be specified in the fields that appear. The value can be equal to, less than, less than or equal to, greater than, greater than or equal to the value specified by the client. When selecting one of the corresponding conditions, you need to set a value in the field with the same name that appears: Date value / Time value / Date and time value. The value may be in a certain period, in the range between two values. The condition is selected Between, in the fields that appear Date value, from / Time value, from / Date and Time value, from and Date value, to / Time value, to / Date value dates/times/dates and times of the beginning and end of the period are set before . However, the value in the second field cannot be less than or equal to the value in the first field. Any date/time/ date and time specified by the client can be counted. In this case, the main thing is for the robot to follow the arrow if the client has specified the date/time/date and time. To do this, select any option, no additional fields are filled in. For example, the robot wants to check if the user is 18 years old and asks them to enter their date of birth. In this case, the date value is set = Less than and the date is 18 years earlier than the current one. The date value is entered in the YYYY-MM-DD format. The time value is entered in the HH:mm format (from 00:00 to 23:59). The date and time value is entered in the YYYY-MM-DD HH:mm format (time is from 00:00 to 23:59).
File	Allows the system to determine that the client has sent a file, respond to it, and also receive a link to the sent file.
NLU	A branch transition will be performed if the intention specified in the properties matches the voiced intention of the client.
Agent	A trained NLU agent must be selected. For more information about NLU, see NLU.
Branch priority	The ability to set a higher priority for the selected branch relative to the branch with the keyword.
Intentions	The intentions that the system will expect from the user. Each intention is selected in a list that is opened by . In the intent list, a specific intent is selected from the previously configured ones in the agent. You can also specify Any intent to select any of the specified agent's intents and Not recognized to switch to the default branch if the intent was not recognized. For an already selected intent, its name is displayed, and you can also set the confidence threshold as a percentage — an integer from 0 to 100. The confidence threshold is a filter. It determines at what percentage of confidence the system will start considering the intent for this branch. For example, a value of 99% means that the intent will only be considered at this confidence level or higher, not that the system is 99% sure about this branch. The intent can be deleted by the button . You can add several intentions to one arrow. The main thing is that they should be similar in the required message. For example, the intentions "Call me back" and "I'm busy" can lead along the same thread, but you can't combine the intentions "Things are good" and "Things are bad." Also, when adding multiple intents, you cannot specify either a specific intent or any intent. For the bot, this will mean that any response can be attributed to this thread. To process the response quickly, it is recommended to limit yourself to a maximum of 5 intents.
Entities	Entities are variables into which data can be written, which will be clarified by the system during the dialog. Each entity is selected from the list, which opens with a plus button. A specific entity is selected from the list of entities previously configured in the agent. Next, in the fieldThe variable specifies the variable to which the data will be written. If you check the boxIf the entity is required, then the robot will follow the arrow only if this entity is contained in the client's phrase. An entity can be deleted by clicking the minus button.
Quick response	Automatic response option, the name of the response button. Each quick response has its own arrow.
Number	The sequence number of the answer in the list of possible answers allows you to determine the order in which the buttons with answers are displayed. If you do not specify the order in which the buttons are displayed, the system will place them in any order.
DTMF signal	The type of signal used in telephony to transmit data when pressing the numeric keys on the phone. Each button generates a unique sound consisting of two different frequencies. This frequency combination allows you to accurately identify the pressed key. It is used only in voice bots, as audio signals are used to navigate through branches.
Signal type	Static	The type of signal that is fixed and does not change. The user must enter a preset key combination. That is, when configuring the script, a specific DTMF signal is specified, which is expected from the user.
Dynamic	A type of signal that allows the user to enter an arbitrary sequence of numbers and symbols, such as "*" or "#", up to a certain length. The user can enter any combination of characters, and the system will accept it as valid if it does not exceed the set maximum length.
DTMF signal	It is used to specify a specific fixed key combination that the user must enter on their phone to perform a specific action or proceed to the next step in the script. This field is relevant only for the DTMF signal type .Static. Available values: numbers from 0 to 9; the characters "*" and "#". This feature is especially useful for voice menus. For example, a bot can tell a customer: "To create a new order, press button 1. To work with the current order, press button 2. To end the conversation, press button 3."
Maximum DTMF signal length	It is used to specify the maximum number of characters that the user can enter. This field defines the upper limit of the length of an arbitrary DTMF signal that the system will receive and process. The field is used only when the signal type is Dynamic.
Phone number	The branch will be clicked if the number of voiced characters matches the expected number of digits in the phone number. The parameterThe phone number allows you to track both mobile and landline numbers. Currently, this feature only works with the numbers of Russian telecom operators. The phone number must contain no more than 11 digits. Otherwise, the robot will not be able to recognize it. When entering a mobile number, you do not need to specify the country code. When entering a landline number, you must specify the country code and the area code (for example, 7 and 812).
Quick response	Automatic response option, the name of the response button. Each quick response has its own arrow.
Number	The sequence number of the answer in the list of possible answers allows you to determine the order in which the buttons with answers are displayed. If you do not specify the order in which the buttons are displayed, the system will place them in any order.
Phone number detection error	The branch will be redirected if the phone number announced by the client is invalid.
Quick response	Automatic response option, the name of the response button. Each quick response has its own arrow.
Number	The sequence number of the answer in the list of possible answers allows you to determine the order in which the buttons with answers are displayed. If you do not specify the order in which the buttons are displayed, the system will place them in any order.

¶ Block Properties

¶ Common

¶ General

¶ Basic

¶ Active listening

¶ Files

¶ Speech recognition

¶ Telegram Keyboard Settings

¶ Phrases asking you to repeat the answer

¶ Variables

¶ Fixing the result

¶ Interruptions

¶ Actions

¶ Records

¶ Decision arrows

¶ Arrow properties

¶ General

¶ Save answer

¶ Types of output data