About script branching
Branching Scripts give you greater control over your ThruTalk script flow and allow you to introduce more complexity through additional paths. Adding custom paths to your scripts lets you easily guide your callers through complicated conversations.
Branching scripts let you control which questions appear next. Branching logic for multiple-choice questions allows you to direct the script to different questions based on the responses.
Adding branching logic to questions
Start by creating a script and adding questions. Read our Scripts for Your ThruTalk Account guide for a step-by-step guide.
The Question Title appears when applying branching logic, so adding a descriptive name is helpful. Different Question Types have different branching options, so make sure to pick the most appropriate question for your branching needs. Multiple-choice questions allow you to present the following question based on the target's response, whereas other question types will enable you to select the next question in the script. You can read further to learn how each question uses branching logic.
Titles to script questions are not displayed to callers. Be sure to enter text into the "Survey Question" field!
Multiple Choice Questions
Adding branching logic to multiple-choice questions allows callers to follow custom paths through the script.
Once you've created your script questions, you can start designating your branching questions. In the Survey Responses section of a multiple-choice question, select the next question in the dropdown menu to which you would like the answer to branch.
NOTE - Always add a Multiple Choice question before an Instant Follow Up to prevent your callers from creating a path they cannot undo. You can read more about Instant Follow Ups here.
Checkbox and Freeform Questions, Text Blocks, and Instant Follow Ups
All question types (outside of Multiple Choice Questions) branch to a single path. By default, the Next Question will either be set to the question below it in the script builder or None if there is no following question. Check each question's Next Question to ensure the correct question flow and prevent a dead-end in your script.
The last question or text block in a question path should have the Next Question set as None.
You can edit existing questions, which allows you to save the question you're working on, add another branching question, and return to the original question to add a branch to it.
Ending your script
Script branching is a great way to close your script with endings fitting each conversation. Is the contact excited about your fundraiser or candidate? Mirror that excitement and thank them! If the contact provided specific information, like following an Instant Follow Up path, you could tailor your ending to acknowledge that.
If you are creating multiple endings, you will want to create a master ending and direct all endings to it. The master ending will prevent one ending from default branching into another.
Default Starting Questions can also branch to separate endings. If your callers encounter a voicemail, you can route them to a Script Text Block for them to leave a message. Then, branch it to your master Ending.
Don't forget to test your branching script using Script Previewing! Branching can be complicated, and once a script is added to a campaign, it cannot be edited, but it can be copied. Read more about managing scripts here.
For any difficulty creating scripts, please reach out to our Support team through chat or by emailing support@getthru.io.