Creating a mapping

Last Updated : Jun 10, 2022 |

About this task

Create an answer mapping to minimize the number of invalid inputs in True/False or Options questions. With an invalid input, Automation considers that a customer did not answer the question. Invalid inputs impact the quality of routing.

Procedure

  1. In the Self-service Flows view, locate the required self-service flow and click the Edit icon.
  2. Click the Flow creator tab.
  3. On the canvas, click the Input task with a True/False or Options question.

    Automation shows the Properties pane.

  4. Click the Mappings tab.

    Automation shows a new window.

  5. At the top of the window, configure the required combination of language and channel.
  6. In the Actions column for the required option, click the Edit icon.

    Automation shows a window with value entries for the required option.

  7. In the dialog box, type the value.

    For example, type yes.

  8. To add more variations, press Enter.

    For example, type yeah and Y.

  9. To save the changes, click the Save icon.