Call Reasons and Questions

In this video, I explain the difference between Anrufgründe (call reasons) and Fragen (questions) that our assistant asks during a conversation. I discuss how the bot should react to answers, especially when asking for confirmation of a name. Additionally, I explore various situations that can occur during a call and how the bot should respond. I also encourage you to review the pre-written templates and make adjustments as necessary.

Video Overview:

1. Einführung in Anrufgründe (0:00) We start by explaining the difference between Anrufgründe (call reasons) and Fragen (questions). A question is something the assistant will ask during the conversation, and you have control over which questions it asks.
2. Reaktion des Bots (1:00) Here, you define the bot’s response to the answers it receives. The bot is smart enough to avoid asking questions when it already has the information - for example, if a caller has already mentioned their name, the bot won't ask for it again. This ensures that the bot interacts with the caller in an efficient and accurate manner.
   • Anrufgründe: These are specific scenarios that may occur during a conversation. For instance, if the caller is returning a call but hasn’t answered previously, the bot can be set to handle this situation accordingly. You can define the bot’s reaction in such cases.
3. Vorlagen und Anpassungen (1:24) The system already provides some predefined templates for common situations. You can either edit these templates or add your own custom Anrufgründe to fit your needs, ensuring that your assistant reacts appropriately to different scenarios.

📝 Predefined Questions and Answers

The system includes predefined questions and call reasons that are automatically available for your assistants based on their template type:

What are Predefined Questions?

Predefined questions are ready-to-use questions that come with your assistant template. These questions are designed for common scenarios and help you get started quickly without having to create everything from scratch.

Important notes:

• Predefined questions are automatically included based on your assistant's schema type
• You cannot delete predefined questions, but you can customize their instructions
• These questions ensure consistency across assistants of the same type
• The system prevents duplicate questions — if you try to add a question with an identifier that already exists in the template, you will see a clear error message and the duplicate will not be saved
• Likewise, duplicate call reasons (answers) with the same prompt are not allowed; the system will alert you to choose a different prompt

Template-Specific Predefined Questions

Different assistant templates come with different predefined questions:

Answer Machine Templates

When you use an "Answer Machine" template, you automatically get predefined questions like:

• User Name: Asks for the caller's name
• Company Name: Asks which company the caller is from
• Phone Number: Asks for a callback number

Plus predefined call reasons for common situations like:

• Caller is returning a call
• Questions about invoices or payroll
• Reporting sick leave or requesting vacation
• Job applications and more

Talent Pool Outbound Templates

When you use a "Talent Pool Outbound" template, you automatically get:

• Job Search Status: Asks if the candidate is open to new job opportunities
• Work Experience: Asks if the candidate has professional work experience
• Previous Employers: Asks the candidate to name their last 2 employers in Germany and what their role was
• German Language Skills: Asks about the candidate's German language proficiency level (basic, advanced, or negotiation-level)
• Mobility: Asks whether the candidate has a car or uses public transportation

Universal Call Reasons

All assistants, regardless of template, include this predefined call reason:

• Recording consent: Handles situations where the caller does not agree to call recording

How Predefined Questions Work

1. Automatic inclusion: When you create an assistant from a template, the predefined questions are automatically included
2. Smart filtering: The system ensures you don't see duplicate questions in your assistant configuration
3. Customizable instructions: While you can't delete predefined questions, you can modify how they behave by editing their instructions
4. Consistent behavior: Predefined questions help maintain consistent conversation patterns across your organization

✨ Question Ordering

You can now organize your questions in a specific order to control the flow of your assistant's conversation:

How to Reorder Questions

1. Navigate to your assistant's configuration in the Questions tab
2. Use drag-and-drop to move questions up or down in the list
3. Questions will be asked in the order you arrange them
4. Changes are automatically saved when you save your assistant configuration

Why Question Order Matters

• Better conversation flow: Ask important questions first
• Logical progression: Build from simple to more detailed questions
• Improved user experience: Create a natural conversation pattern
• Strategic positioning: Place critical questions where they're most effective

Key Features:

• Questions vs. Call Reasons: Clearly distinguish between questions asked by the bot and situations (call reasons) that require specific responses.
• Question Ordering: Drag and drop questions to arrange them in your preferred sequence.
• Custom Responses: Adjust how the bot should respond to different answers. The bot intelligently avoids redundant questions when it already has the information.
• Templates for Call Reasons: Use pre-configured templates for common call situations and modify them as needed.
• Personalized Handling: Tailor the bot’s behavior to fit unique situations and interactions with your callers.