Write questions that change the next step
You'll write a question visitors can answer without rereading, then personalize its wording using what you already know about them.
A clear question helps visitors tell you what they need, so you can show them the right resource or ask a useful follow-up. You can also change a few words based on an earlier answer, making the question relevant without asking for the same information again.
If you're still deciding what to ask, choose questions that change what you recommend first. You'll need project editing access. A running question A/B test locks the wording until the test ends.
Write one clear question
- Open the question's Setup tab.
- Ask about one thing under What do you want to ask?.
- Put any necessary explanation in Description.
- Write answer choices that visitors can tell apart without rereading them.
- Enter an Internal name your team will recognize.
Ask "What is your biggest project challenge?" rather than combining team size, software preferences, and goals in one question. If visitors can select several choices, say so and enable Allow multiple answers.
Make the wording fit the visitor
To personalize a phrase, you'll first need the choice question or segment group that tells you which wording to use.
For example, WorkForge (opens in a new tab) could use an earlier industry answer to say "software company", "agency", or "online store" in a business-stage question. "Business" works as the fallback for someone whose industry you don't know yet.
- Select the words that should change in the question editor.
- Choose Personalize in the text toolbar.
- Select the segment group in the dialog.
- Write the fallback for visitors who don't match a segment.
- Write the replacement for each relevant segment.
- Choose Add Personalization for a new phrase, or Save Personalization when editing one.
A phrase uses one matching replacement or its fallback. It doesn't combine replacements when someone belongs to several segments. Use mutually exclusive segments when each visitor needs one specific wording, rather than relying on a universal priority order.
Read each variation
- Choose Preview variations when the question contains personalized phrases.
- Read each displayed combination as a complete sentence.
- Check the punctuation and fallback wording.
- Return to the editor to fix any variation that changes the question's meaning.
If your question has two independent phrases, check their combinations together, not just each phrase on its own.
The question preview can show raw phrase tokens such as {{ phrases.… }} instead of the replacement. Use the variation preview to review the wording, then check it on your website before publishing.
Check it on your site, then publish
Existing edits autosave to the draft and affect every shared use after publication. Review Uses before changing a question that appears in several flows.
Choose Preview on your site to load your draft on your website with the debugger. Check the wording for each segment and for a visitor who needs the fallback. Also check that the visitor qualifies to see the question and that any synced answer reaches your email platform. Testing your changes covers those checks.
Once you're happy with the wording, publish your changes. When each visitor sees a complete, natural question, use question reporting to compare answer rates and see where people stop.