Question mapping contains answers with their variations. Question mapping is applicable only to the True/False or Options questions. For these questions, customers do not have a list of available answers. Therefore, for effective processing of the free-form inputs, you need to 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 the yes and no answers. If you do not add any other variations, customers must type yes or no because all variations 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.

Question mapping helps to minimize the number of invalid inputs and increase the number of successfully finished flows.