A question interaction is interactive and meant to be answered by the user.

Types of questions

The different types of question interactions available are:

  • Multiple Choice. A simple and standard multiple choice question allowing the user to select from a list of predefined answers (although the automation can be configured to respond to answers not appearing in the list through the use of entities).

  • Text. A simple textual question.

  • Structured Content. Most conversations involve plain text like what you are reading now. However, sometimes you might want to send content (images, buttons, maps, quick replies, etc) to a consumer in a richer, more interactive, and more structured format.

  • Button. An object that allows you to show a simple text question with an associated button action. A click of the button results in an action pre-configured by you (like navigation to a link, for example).

  • Quick Reply. A question with a series of pre-configured replies that appear as a list of chips at the bottom of the interaction and disappear once the user has selected one.

  • Listpicker. For Apple Business Chat only. This allows the user to make a selection in response to a simple text question from a list of items.

  • Time Picker. For Apple Business Chat only. This allows the user to make a selection in response to a simple text question from a list of event times, like an appointment. See below for more details.

User responses to question interactions can be saved in variables, making them available for future use.

For information on which question interactions are supported in which channels, see here.

Structured questions

Most conversations involve plain text like what you are reading now. However, a structured question lets you send content (images, buttons, maps, quick replies, etc.) to a consumer in a richer, interactive, and structured format.

Carousel

Like with any question, a structured question expects and waits for the user response before executing the next action.

Structured questions aren't supported on all channels; be sure to verify the channel's support before designing your bot. For example, Facebook supports the carousel, but Apple Business Chat doesn't. Apple Business Chat offers its list picker instead.

Tile settings

Setting Description Required or Optional Example
ADD IMAGE > Image URL The URL of the image to display. The domain in the URL must be whitelisted. Optional https://www.mysite.com/images/headphones.jpg
ADD IMAGE > Item URL The URL of the resource to load when the image is clicked. Optional https://www.mysite.com
Title The title of the message. Enter a maximum of 255 characters, but be aware that the actual maximum length depends on the channel and could be shorter. Check the limitations for the channels in use. Required Headphones - It’s our annual, fall sale!
Subtitle The subtitle of the message. Enter a maximum of 255 characters, but be aware that the actual maximum length depends on the channel and could be shorter. Check the limitations for the channels in use. Optional And we hope that’s music to your ears.

Button settings

Setting Description Required or Optional Example
Button Label The button text to be displayed. LiveEngage allows for up to 128 characters, but channel-specific restrictions do exist, so the actual maximum could be shorter. (For example, Facebook only allows for up to 20 characters.) Required 10% off all headphones
Action Type If you want the button to be a link that takes the consumer somewhere else, select Web URL.

If you want to use the button to post back a different value other than the button label's value (for example, to post back the number "5" instead of the word "excellent"), select Postback (and then enter the data to post (the payload) in the Callback field.

Postback for Bookmark, Phone number, and Share are legacy features that are no longer in use.
Required Web URL
Webview This is a legacy feature that's no longer in use. Not applicable Not applicable
Target Applies when the Action Type equals “Web URL." Select whether to open the URL in the current window or a new window. Required New Window
Callback Enter the data to send back to the bot.

If you select "Web URL" for the Action Type, this value should be a URL. If you selected "Postback" for the Action Type, this value should be whatever value you want to send to the bot.

If you specify a postback value here, in most channels it is sent back to the bot instead of the button label. However, be aware that this depends on the channel in use. Entering the same value for both the button label and the postback value will always work.
Optional https://www.mysite.com/coupons/headphonesCoupon.html

Populating a Structured question dynamically

You can populate the tiles with static information, or they can be dynamically populated during run time, for example, using data received from an API integration.

Notes on Structured questions

  • You can include a maximum of 10 tiles.
  • For the number of buttons that you can add, check the limitations for the channels in use. (For example, while LiveEngage doesn't have a limitation here, Facebook's limit is 3 buttons.)
  • When multiple items are present in the interaction, they can be displayed vertically–which is the default–or horizontally. To add support for horizontal display, add the "tileDisplay" custom configuration field with a value of "horizontal" when you deploy your bot. Setting tileDisplay to horizontal can be useful for resolving formatting issues that can occur on specific channels.
  • Formatting of text (bold, italics, etc.) isn't supported.

Apple List Picker

For Apple Business Chat only.

If your business uses Apple’s Business Chat service to chat with consumers via the Messages app, you can use the List Picker question interaction to display a list of items (along with information about those items), so the consumer can reply by selecting one or more. Like with any question interaction, a list picker expect and waits for the user response before executing the next action.

You might want to include a list picker so consumers can select from a list of:

  • Products in your catalog
  • Food items on your menu
  • Navigational menu items
  • And more

You can create a list picker that displays a static (fixed) list of items that you specify when you create the picker. Or, you can configure the picker so that it gets populated with items dynamically at runtime, passing in values from an earlier API integration call to an external system.

(The interaction has been developed per Apple's List Picker specifications, which you can find here.)

Response Message settings

The Response Message settings define how to initially display the list picker to the consumer:

Response Message settings also provide the text in the header of the actual list picker.

Setting Description Required or Optional Example
ADD IMAGE > Image URL The URL of the image to display. The domain in the URL must be whitelisted. Optional https://www.mysite.com/images/flowers.jpg
ADD IMAGE > Image Style The size of the image, either Icon (smallest), Small, or Large. Optional Icon
Response Message Title The title of the message. The maximum length is 85 characters; Apple recommends 30 characters. Required Beautiful bouquets
Response Message Subtitle The subtitle of the message. The maximum length is 400 characters; Apple recommends 85 characters. Optional Select your favorite

Item settings

Section and item settings define how to display the sections and individual items in the list picker.

Setting Description Required or Optional Example
Section Title The title of the section. Required Birthdays
ADD IMAGE > Image URL The URL of the image to display. The domain in the URL must be whitelisted. Optional https://www.mysite.com/images/dahlias.jpg
ADD IMAGE > Image Style Select "Default." Only this value is supported. Optional Default
ADD IMAGE > Identifier A unique identifier for the item; this is system-generated. Not applicable 32957836-2f95-1e8d-ce4e-aa95e8f844a2
Item Title The item’s title. Required Mixed dahlias
Item Subtitle The item’s subtitle. Optional Bright and cheery!

Reply Message settings

The Reply Message settings define how to display the consumer’s reply after the consumer picks one or more items from the list.

Setting Description Required or Optional Example
ADD IMAGE > Image URL The URL of the image to display. The domain in the URL must be whitelisted. Optional https://www.mysite.com/images/flowers.jpg
ADD IMAGE > Image Style The size of the image, either Icon (smallest), Small, or Large. Optional Large
Reply Message Title The title of the message. The maximum length is 85 characters; Apple recommends 30 characters. Required. Although required, this field is replaced at run time with the title of the user's selection. Your selection
Reply Message Subtitle The subtitle of the message. The maximum length is 400 characters; Apple recommends 85 characters. Optional A great choice!

Interaction Details - Settings

Setting Description Required or Optional Example
Enable Multiple Selection Enable this setting to let the consumer select multiple items in the list picker. This field is disabled by default. Optional [On]

Populating a list picker dynamically

Values for many of the settings above can be static, but they can also be populated dynamically at runtime. For example, if the list picker is for selecting items from a product catalog, you’ll likely want to retrieve and use the item information from the catalog.

Scrolling and sorting

List pickers scroll vertically, and this can’t be changed.

If you’re hard-coding the sections and items, their display order is as you configure it. Alternatively, if they are populated dynamically at runtime, sorting could be done at the API level.

The user response to a list picker

Once a user makes their selection in the list picker, the reply is sent back to the bot as "User Selected: " plus the item title. If the user has selected multiple items, they are concatenated with "and."

Apple Time Picker

For Apple Business Chat only.

If your business uses Apple’s Business Chat service to chat with consumers via the Messages app, you can use the Time Picker question interaction to display an interactive time picker, so the consumer can schedule a meeting or an appointment. (The interaction has been developed per Apple's Time Picker specifications, which you can find here.)

You can create a time picker that displays a static (fixed) list of time slots that you specify when you create the picker. Or, you can configure the picker so that it gets populated with time slots dynamically at runtime, passing in values from an earlier API integration call to an external system.

Response Message settings

The Response Message settings define how to display the time picker that’s initially presented to the consumer.

Response Message settings also provide the text in the header of the actual time picker.

Setting Description Required or Optional Example
ADD IMAGE > Image URL The HTTPS URL of the image file to display. The domain in the URL must be whitelisted. The file format must be JPG or PNG. The image size is limited to 0.5 MB. Optional https://www.mysite/images/clock.jpg
ADD IMAGE > Image Style The size of the image to display, either Icon (smallest), Small, or Large. The default value is Icon. Optional Icon
Response Message Title The title of the message. The maximum length is 85 characters; Apple recommends 30 characters. Required Meet with our technician
Response Message Subtitle The subtitle of the message. The maximum length is 400 characters; Apple recommends 85 characters. Optional Please select your preferred time

Event settings

Setting Description Required or Optional Example
Event Title The title of the calendar meeting. Optional Technician Visit
Event Identifier An ID for the event. If you don’t set this, it’s set by the system since it's required by Apple. LivePerson recommends that you set this. If you're populating the time picker with data received from an API call, you can set this with an ID provided in that API result. Required event123
Timezone offset (minutes from GMT) The number of minutes from GMT, specifying the timezone of the event’s location. If not set, times are shown according to the customer’s current time zone. If set, the times are shown according to the event’s time zone, regardless of the customer’s location.

The offset must be expressed in positive numbers.

If the offset is positive, use the formula: (offset in hours * 60).

If the offset is negative, use the formula: ((24 - offset in hours) * 60).
Optional In Central European Summer Time, Mannheim, Germany is GMT+2, which is a positive offset, so 2 * 60 = 120.

In Eastern Daylight Time, New York, New York is GMT-4, which is a negative offset, so ((24 - 4) * 60) = 1200.

Location settings

Location settings support features that play a role after the consumer has selected a time slot and sent the reply. The consumer can tap the reply message bubble to view location information, if available. The consumer can also tap Add to Calendar or Get Directions. The location name supports the former (Add to Calendar); the latitude, the longitude, and the radius support the latter (Get Directions).

Setting Description Required or Optional Example
Location Name The location’s name; this is shown in the consumer’s calendar after the appointment is added. Optional Building One
Latitude The location’s latitude (a numeric double value). Optional 49.4872955
Longitude The location’s longitude (a numeric double value). Optional 8.4682869
Radius The location’s radius in meters (a numeric double value). This setting is ignored if Latitude and Longitude are missing or empty. Optional 10

Time slot settings

Use the fields below to specify a static start date and start time:

Or, use the field below to specify a variable start date and start time:

You can switch between the two options using the blue link (shown above) beneath the fields. See below for more details.

Setting Description Required or Optional Example
Start Date The date in GMT on which the event starts. Used when specifying a static date. Required 10/03/2020
Start Time The time in GMT on which the event starts. Used when specifying a static time.

As discussed earlier, the Timezone offset determines whether the start time is shown to the customer in a specific time zone or in the customer's time zone.
Required 1:00 PM
Variable Date & Time The date and time in GMT on which the event starts. Used when specifying a variable date and time. For more on this (e.g., the format required), see Populating a time picker dynamically below.

As discussed earlier, the Timezone offset determines whether the start time is shown to the customer in a specific time zone or in the customer's time zone.
Required {Appointment.start}
Duration The duration in minutes of the event. Required 30
Timeslot ID An ID for the time slot. If you don’t set this, it’s set by the system since it's required by Apple. LivePerson recommends that you set this. If you're populating the time picker with data received from an API call, you can set this with an ID provided in that API result. Required time123

Populating a time picker dynamically

As mentioned earlier, a time picker can be dynamically populated during run time using variable data received from an API integration. In our example below, we're retrieving a list of start date and times returned from an API integration named "Appointment". In the integration, that returned data is stored in a custom data field named "start". During run time, it populates the list of start times.

Since the API response defines the date and time together in the received payload, you don't need to specify them separately in two fields in the time picker. However, the data must be in the following format:

2020-04-30T13:30+0000

Additionally, all start dates and times must be defined in GMT, so depending on the data received from the API call, you might need to do some preprocessing to convert the data.

The Duration field can't be populated dynamically; you must manually specify this value.

Reply Message settings

The Reply Message settings define how to display the consumer’s reply after the consumer picks a time slot.

Setting Description Required or Optional Example
ADD IMAGE > Image URL The HTTPS URL of the image file to display. The domain in the URL must be whitelisted. The file format must be JPG or PNG. The image size is limited to 0.5 MB. Optional https://www.mysite/images/clock.jpg
ADD IMAGE > Image Style The size of the image to display, either Icon (smallest), Small, or Large. The default value is Icon. Optional Icon
Reply Message Title Not used; this is replaced with the selected time. Not applicable Not applicable
Reply Message Subtitle The subtitle of the message. The maximum length is 400 characters; Apple recommends 85 characters. Optional See you then!

The user response to a time picker

Once a user makes their selection in the time picker, the reply is sent back to the bot as "For" plus the event title, followed by "User Selected: " plus the date and time expressed in GMT.