Define response options for messaging forms

The Responses tab is available for Messaging forms. Use it to add response options to your notifications that allow recipients to respond by text, mobile app message, email, or phone.

Response options are highly flexible and allow you to:

  • Customize text, mobile app, and email notification response option text and descriptions, including translations.
  • Add recorded or text-to-speech (TTS) prompts to voice (phone) notifications, including adding new recordings directly from the Responses tab, and translations.
  • Specify which voice notification responses will add the recipient to a conference bridge.
  • Assign contribution values to responses for performance reporting purposes (e.g., Accept = Positive).
  • Configure what alert action the system should take for a response (e.g., Unavailable = Escalate), or configure whether the response should count towards meeting a required number of responses.
  • Configure response options to redirect users to a web address after they respond.
  • Specify the response number, regardless of its order on the Responses tab.
  • Build automated workflows in Flow Designer that are triggered by a response option. For example, a "Create Major Incident" response could create a ticket in your service desk, create and post to a chat channel, and create a post to a status website, all as a result of selecting the response in the notification.

The following steps describe at a high level how to add response choices to your forms; each feature is covered in greater detail in subsequent sections.