Create new questions and guidelines in the conversation guide
Capture the right data. Learn step by step how to create individual specifications and structured questions (Yes/No, text, date, etc.) for your Safina in the conversation guide.
Prerequisite | Requirement |
|---|---|
Safina Plan | Personnel or higher |
In the previous article, we learned how to manage the conversation flow for different call reasons using scenarios. Now we take a step further and bring these scenarios to life: with specific questions and instructions for your Safina.
This is the crucial step to ultimately obtaining perfectly structured data in your call summaries.
Where do I make these settings?
You are still in the "Conversation Guide", which you can access through the "Safina AI" tab. Within the guide, you will find the "add" button to create new instructions.
The Start of the Conversation: Your Greeting and the "Icebreaker"
Right at the beginning of the guide, you have the opportunity to formulate a standardized greeting for your Safina. Immediately afterwards, you can define a so-called Conversation Starter (icebreaker). This sentence can be used to inform the caller right at the beginning of the conversation about the capabilities of your Safina and which tasks it can take on.
⚠️ Important note about this: Safina reads the greeting and icebreaker exactly as entered. Therefore, please ensure that the text:
Is formulated from the first-person perspective (e.g., "I am Safina, your AI assistant...").
Contains no spelling or grammatical errors.
Corresponds content-wise to our Terms of Use.
All other conversation instructions are paraphrased by Safina. This applies to the questions defined later, ensuring that the conversation remains natural and fluid.
Two Types of Instructions: Open vs. Structured
When you add a new instruction, you basically have two different options to choose from.
1. Individual Instruction (Free Text)
This is an open text field where you write an instruction in natural language to your Safina.
When to use it: This option is ideal for defining your scenarios (e.g., "If a customer calls about an issue, ask the following things:") or for very open questions like "Ask the caller about their specific concern."
How Safina handles it: Safina does not read this instruction word for word. It paraphrases it and integrates the instruction as part of the natural flow of conversation.
2. Request Information (Structured Data Collection)
This is the most powerful option for obtaining clean, reusable data. You select a specific question type and formulate the corresponding question.
The big advantage: The caller's response is stored in your call summary in a separate, machine-readable field (e.g.,
Customer Number: 12345). This is perfect for further processing, filtering, or connecting to your CRM system.
The Different Question Types in Detail
When you choose "Request Information", various types are available:
Yes/No Question
Ideal for closed inquiries.
Example Question: "Ask if the caller is already a customer with us."
Result in the Report:
Customer Status: Yes
Free Text Answer
For open questions where the answer is unpredictable.
Example Question: "What is the exact error description?"
Result in the Report:
Error Description: The heating in the living room is no longer warming up.
Selection (Single or Multiple Choice)
If the caller is to select from a list you provide.
Example Question: "Ask if it concerns service A, B, or C."
Result in the Report:
Interest: Service A
Rating
To inquire about a quantitative assessment.
Example Question: "Please rate the service on a scale from 1 to 5."
Result in the Report:
Service Rating: 5
Number
For all inquiries where the result is a pure number.
Example Question: "What is your customer number?"
Result in the Report:
Customer Number: 4711
Date / Time
For the structured collection of timestamps.
Example Question: "On what date was the device delivered?"
Result in the Report:
Delivery Date: 11.07.2025
Arrangement by Drag & Drop
Once you have created your questions and instructions, you can easily arrange them in the list by dragging and dropping them into the desired order. This allows you to control the logical flow of the conversation according to your preferences.
Your Customized Interview
By combining scenarios with these specific question types, you create a highly efficient, customized "interview". You ensure that you get all the essential information from each important call – and in a perfectly structured format.
Your Safina Team
