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.
In the previous article, we learned how to manage the conversation flow for various call reasons using scenarios. Now we take a step further and breathe life into these scenarios: with concrete questions and instructions for your Safina.
This is the crucial step to ultimately obtain 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 a button like "Add Template" or "+ New" to create new instructions.
Two types of templates: Free vs. Structured
When you add a new template, you essentially have two different options to choose from.
1. Individual Template (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., "When a customer calls due to a disruption, ask the following things:") or for very open questions like "Ask the caller about their detailed 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. Here, 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 Response
For open questions where the answer is not predictable.
Example Question: "What is the exact description of the error?"
Result in the report:
Error description: The heater in the living room is no longer getting warm.
Selection (Single or Multiple Choice)
When the caller should select from a list you provided.
Example Question: "Ask whether it concerns service A, B, or C."
Result in the report:
Interest: Service A
Rating
To request 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 whose result is a simple number.
Example Question: "What is your customer number?"
Result in the report:
Customer number: 4711
Date / Time
For the structured collection of dates.
Example Question: "On what date was the device delivered?"
Result in the report:
Delivery date: 11/07/2025
Arrangement via Drag & Drop
Once you have created your questions and templates, you can simply drag and drop them in the list to the desired order. This way, you control the logical flow of the conversation according to your preferences.
Your tailored interview
By combining scenarios with these specific question types, you create a highly efficient, tailored "interview". You ensure that you get exactly the information you need from every important call – and all in a perfectly structured format.
Your Safina Team
