---
title: "The Ask Step"
slug: "the-ask-step"
updated: 2026-03-25T17:55:24Z
published: 2026-03-25T17:55:24Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.commbox.io/llms.txt
> Use this file to discover all available pages before exploring further.

# The Ask Step

## Overview

This article discusses in detail the different aspects of the Ask/Input step. The Ask step requires the customer to answer a question. The designer can enter the actual question as well as the wording that appears in the reply box of the user’s device. The answer is then stored in a data field and as a message in the conversation for the agent to view.

![Ask step -open q.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/Ask%20step%20-open%20q.png)

Inbox: ![Ask step -open q - agent inbox.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/Ask%20step%20-open%20q%20-%20agent%20inbox.png)

## Creating an Ask Step

1. Add an **ASK** step to the Flow branch.
2. At the step’s properties, check the “Add a short message…” box and enter a short question or message explaining what the users need to answer.
3. Click the **+Add Question** that will open a dialog box next to the step’s properties.
4. Enter the question for the user. Note that the actual question appears in the chat’s reply box, so the questions or instructions must be short (up to 30 characters).
5. Based on the type of answer you expect the customers to enter, select the appropriate field type to store the answer. See the Field Types section below for details.

**Note:** When users enter content that does not match the field type, the flow will prevent them from moving forward.

1. Name the field with the answer (lowercase only and underscore instead of space)
2. Select the Question Settings:

![question settings.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/question%20settings.png)

- Mandatory questions will stop the flow until the information is entered and clicked Send.
- In some designs, the flow may return to the same spot. If you don’t want the question to be asked again, select the Ask only once option.
- Add answer flow validation uses a code to verify the customer's entry against existing data or format rules.

1. Click **Save** in the dialog box.

## Displaying the Ask Step

### Single question

The process above creates a question that is answered in the input field. ![ask step-one q - step2.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/ask%20step-one%20q%20-%20step2.png)

![Ask guide - single question.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/Ask%20guide%20-%20single%20question.png)

### Multiple Questions

One Ask step can handle a few questions, so you can split the “answer” into components that will make the collected data more concise. For example, you can request the user’s information by asking each field (first name, last name, etc.) as a separate question. When multiple data fields are present in one step, the questions are answered in the chat interface and in the input field

![Ask guide - multi questions.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/Ask%20guide%20-%20multi%20questions.png)

## Applying the Data

The input from the customers can be used in multiple ways by the flow: A. When the flow ends with a **transfer to an agent**, the agent can view the customer’s journey, including the input that can help service the customer.

![customer journey.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/customer%20journey.png)

B. Adding the input into the flow to personalize the interaction. For example, after requesting the customer’s name, enter it into the dialog surrounded by double curly brackets: “Thank you {{first_name}} for answering the questions. Please describe….”

![Incorporating field into step.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/Incorporating%20field%20into%20step.png)

C. Adding the information into the customer’s records.

1. At the Say step after the Ask step, in the **Set Variable** section select **Set by value**. ![Set variable - initial -pic.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/Set%20variable%20-%20initial%20-pic.png)
2. At the dialog box, enter the field name you want to populate. Those fields usually start with user.XXXX but you can check those values in the reply box’s variable fields icon.
3. Enter the data type
4. For the value, enter the field name you used with the preface “data.”

Example: The field name of **user.last_name** will have the value of **data.last_name**

![Set variable to customer record.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/Set%20variable%20%20to%20customer%20record.png)

The Agent's view (automation): ![adding info to record - agent view.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/adding%20info%20to%20record%20-%20agent%20view.png)

D. Use the customer’s info as a condition for entering a certain branch. For example, if the driver’s age is over 24 with more than 3 years of driving experience the flow will enter the branch that offers a discount. The Say step will say: “You are qualified for a 34% discount on your comprehensive insurance. Would you like to hear more details from the agent?”

Note: Entry conditions must include ALL possibilities. If “A” is required to enter the branch, you must include the opposite condition (Not A) in the other branch.

1. At the step that starts the “Discount branch” select the Entry Conditions section and select Field Condition. ![field condition.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/field%20condition.png)
2. a) Select AND (age + experience) b) Enter the data field “age” (It was created separately in the Ask step or Field settings) c) Enter “greater than/equal” to the **Operator** d) Enter 24 for the value e) Click **Save**. ![field condition2.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/field%20condition2.png)
3. Again, click **Add Condition** and select **Field Condition**. a) Select **AND** (age + experience) b) Enter the data field “years_experience” (was created separately in the Ask step of Field settings). c) Enter for “greater than” to the Operator. d) Enter 3 for the value. e) Click Save. ![data field condition.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/data%20field%20condition.png)
4. For the other option, enter the opposite values ![entry condition2.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/entry%20condition2.png)

### Field types

The **Field Type** limits the type of answer the user can enter. For example, when selecting email type, the customer must enter an email format as their answer. ![field condition2.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/field%20condition2%281%29.png)

**Int** – A whole number **String** – A short text **email** – An email address **Phone** – A phone number format **password** – A "hidden" text area. (****) **Text** – a longer text **Dropdown** – A single select from options – see below **Multiselect** – A multiple selection from options - see below **Bool** – A check box (true/false) **Alphanumeric** – Only numbers and letters (no special symbols) **Date** – Date format DD-MM-YYYY (only) or a popup calendar when clicking in the input area. **Month** – The numbers 1 through 12 **Combobox** – Opens a dropdown list of short texts when chosen. Usable with autocomplete when users type the selection. ![Combobox field type.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/Combobox%20field%20type.png)

**Float** – A number with a decimal point (12.4) **reCaptcha** – Opens a reCAPTCHA security test (using unique and uneven symbols) to tell apart humans from bots. **Document** – Supported types include: PDF, DOC, DOCX, XLS, XLSX, PPT, PPTX, TXT, XML, XSL, HTML, HTM, CSV, EML, MSG, RTF, SVG, WSDL, DRAWIO, JSON, HEIC, HEIF **Document or Photo** – Supports all file types listed in Document (above) and Photo (below). **Video** – To upload a video file **Audio** – To upload an audio file **Location** – To share the current location **Photo** – Upload images. Supported types include: JPEG, JPG, PNG, GIF, TIF, TIFF, BMP, WEBP, JFIF **Gallery** - Choose from several items with images, titles, descriptions, and custom button text. ![Ask step guide- Field type -Gallery.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/Ask%20step%20guide-%20Field%20type%20-Gallery.png)

- Titles and buttons’ text are mandatory fields.
- Images should be JPEG, PNG, or GIF file type.

### Listing options:

**Dropdown** and **Multiselect** fields have the following listing options:

#### Manual List

The list enables the customer to select from the displayed labels, and the assigned value is stored in the designated data field. For example, the customer selects the Month’s name, and the numeric value is entered in the field.

![Manual list.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/Manual%20list.png)

#### Dynamic List

Data containing different fields is pulled (via an API for example), where the customer can see the selected list of labels, and the related value of the selected label is stored in the designated data field.

![Ask step- field types - dropdown - dynammic list.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/Ask%20step-%20field%20types%20-%20dropdown%20-%20dynammic%20list.png)

Example: A data array contains the First name and Unique IDs of many individuals. The customer selects a person's name, and that person’s unique ID is entered into the Field data.user_id.

#### Code List

Code containing the data array is entered here to select the desired value that will be stored in the field. ![Ask step- field types - dropdown - code list.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/Ask%20step-%20field%20types%20-%20dropdown%20-%20code%20list.png)

Example: ![code listing- table.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/code%20listing-%20table.png)

In “Code mode” will appear like this: ![code listing.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/code%20listing.png)

## Intent Detection in Ask Step

![Settings - Intents Ask step.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/Settings%20-%20Intents%20Ask%20step.png)

Navigate to **Automation Hub** > **AI Agent**, and select the relevant **AI Agent**. Click the **Settings** section of this AI Agent.

![AI Settings - Settings section - new.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/AI%20Settings%20-%20Settings%20section%20-%20new(1).png)

When enabled, the **Flow** can detect intents within an **Ask** step, allowing intent recognition during the data collection process—not only when end users enter free text in standard message nodes.

**Note:** Once enabled at the **Settings** section, a toggle will appear at every **Ask** step. Enabling that Intent detection applies to **all** questions asked at that step.

![Settings - Ask intents example.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/Settings%20-%20Ask%20intents%20example.png)