The Menu, Question, Form, Language and Ask for a rating steps

Last updated: 15 November 2026 · 6 min read

Steps

1. 1

   Menu

   • “Message”: the question. “Buttons”: “Add”, reorder with the arrows. Each button has its own outlet on the card.
   • At least one button is needed. In the mobile app, 10 buttons, each label up to 120 characters.
   • A customer who types a button's name has picked that button. Anything else typed shows the menu again if it has scrolled away.
   • Picking a button with nothing after it ends the flow, and in the mobile app the conversation is closed. “Check” warns about it.
   • In the mobile app there is the “Customer can't type” switch, on by default.
2. 2

   Question

   • “Message”: the question. “Save answer as”: e.g. order_no. Without a name the flow does not publish.
   • The answer is then used in text as {{order_no}}, checked in a “Condition” and written to the contact with “Save to contact”.
   • Any text is accepted; the format is not checked. Use a “Form” for that.
   • “Question” always opens the text box, also after “Turn off typing”.
3. 3

   Form

   • “Message”, “Submit button label”, “Fields”.
   • Each field: “Label”, “Key (variable name)” (when empty it is made from the label: “Full name” → full_name), the type (“Text”, “Email”, “Phone”, “Number”, “Date”), “Placeholder”, “Validation (regex)” with “Error text” (for Text, Phone and Number), “Required”.
   • An answer that does not match the regex is refused and the error text shows. For example ^[0-9]{7}$.
   • At least one field is needed. A field without a key is not shown.
   • While a form waits, the mobile app shows no text box.
4. 4

   Language

   • “Message” and the languages: a code (az, en, ru) and the button's name. Each language has its own outlet.
   • In the mobile app a flag shows before the button, and the phone's language comes first.
   • The chosen language is kept on the contact and becomes {{vars.lang}}. In the next conversation the question is skipped and the flow takes that language's path. The same when the app set the language with updateUser(language).
   • The messenger's own buttons have their language set separately: the inbox's “Appearance” › “Languages”, or setLanguage.
5. 5

   Ask for a rating

   • “Message”: the rating card's text. The app shows 5 stars or 5 emoji (by the inbox's CSAT display type), then a comment field. The rating lands in Reports › Customers › CSAT.
   • The step waits for the rating: the next step (a “Thank you”, or “Turn off typing”) goes out after the customer rates. Without a rating, the flow waits at the card.
   • If the customer writes instead of rating, that counts as the answer, as with a “Question”, and the flow goes on.
   • With no step after the rating, the flow ends there. Changing the rating later does not run the flow again.
   • On WhatsApp and the other channels the card goes out as a link, and the rating is given on that page.
   • The mobile preview does not show the rating card and shows the next steps without waiting.
   • It is used most with the “When the conversation status changes” trigger.
6. 6

   A long pause

   In the mobile app, a waiting step left unanswered for more than 24 hours does not take the customer's next message as its answer: the step is asked again as a new message.