Mapping contains answers to the question with their variations. Answer mapping applies to True/False or Options questions in Input tasks. For these questions, customers provide answers themselves and do not choose one of the suggested answers. Therefore, to effectively process the free-form inputs, specify possible variations in a mapping table. You can create mappings for a question on a channel and language basis.

For example, you have a True/False question: "Are you satisfied with our services?" For the Chat or Messaging channels, you must add at least yes and no answers. If you do not add variations, customers must type yes or no because all other answers are invalid.

To support variations, you can add more answers to the mapping table, including colloquial words or brief answers, for example:

For yes:

• yeah

• y

For no:

• nope

• n

If the customer uses one of the variations that you add to the mapping table, Automation recognizes the variation as the answer.

Answer mapping helps to minimize the number of invalid inputs and increase the number of successfully finished flows. With an invalid input, Automation considers that a customer did not answer the question. Invalid inputs impact the quality of routing.