User Guide | Branching form templates in Salesforce®
Branching Form Templates deliver professional, smart, and customized interactions to your recipients. Mogli does the heavy lifting for you and chooses the best response to send to the recipient based on how they interact.
Mogli Minute video tutorial
Steps to create a Branching Form Template
The branching Form Template allows you to program your messages according to your recipients’ responses, uniquely personalizing each interaction. Follow this knowledge base article for an easy to follow, step-by-step guide to customizing your text message conversations.
Blueprint your script
For this example, we will create a survey that Mogli University Freshmen can complete at year-end.
Create the Form Template
Go to the Form Templates tab and select “New”
Name your Form Template and select "Draft" for the Status
OPTIONAL: Create an inbound keyword and put that in the Query String field. (This will be the word someone will text in to initiate the survey) Creating a New Form Template
Create your numbers and questions
1. Click the caret by Question Templates and click “New”
2. Name the question, select the associated Form Template, and enter your Message Text. Since this is the first question sent when someone texts in the word STUDENT, check the "First Question" checkbox. Click "Save" and "New"
User Tip: Number your Question Template Names (1.0, 1.1, 2.0, etc.) to organize the order efficiently.
Populate fields for the "First Question" in a Form Template
3. Repeat the step above for your second question, naming it appropriately, and entering your Message Text. Since this question is neither the first nor last, do not check either checkbox for "First Question" or "Form Complete." Click "Save & New"
4. Continue naming and numbering all questions so that your Question Template contains your First Question with the checkbox checked. Also, ensure that all possible last questions have the “Form Complete” checkbox checked. Ensure that every Question Template is unique. Otherwise, responses may not connect properly to your Form Template.
Question Template for a branching Form Template (prior to ordering questions)
Program your Possible Answers
There’s an extra step in designing how the survey will fork for branching surveys, dependent upon incoming responses. This step is where “Possible Answers” come into play.
1. Click into your "First Question."
2. In this example, we’re asking for a YES or NO response, but we know that people don’t always follow directions. So, we’ve got to program some possible YES and NO responses, which will keep constituents on the survey path. Click the caret next to Possible Answers, and click New:
3. Program in a set of Possible Answers for your question. If it’s a YES or NO question, there are many variations of those. Start with the YES answers. Separate possible responses using “:::” as a delimiter. Populate the Next Question field with the question someone will receive if they respond with one of your YES Possible Answers. Click "Save" and "New."
Programming Possible Answers for YES responses, and the Next Question for those responses.
4. Program in a set of Possible Answers for NO responses. Click "Save"
5. You’ve just programmed Possible Answers for your First Question, along with the question that follows according to those Possible Answers. But what if someone doesn’t respond with one of your Possible Answers? Cue the Default Next Question, which is the question someone receives to get them back on the survey track. In this case, our Default Next Question will be ‘DEFAULT - Survey Start,’ which states: Hmm. I didn’t get that. Please respond YES or NO
The Default Next Question and Possible Answers for the First Question:
6.Click on the Default Next Question (DEFAULT: Survey Start, in this example). If applicable, program your Possible Answers and Next Question. If you so choose, in the Default Next Question field, you can populate what we call a Default Double Miss - which is our plan of action when someone doesn’t follow directions repeatedly. In this case, our Default Next Question will be ‘DEFAULT - Double Miss,’ which states: Thanks for trying the survey. To start over, reply STUDENT.
Possible Answers for the Default Question and populating the Default Double Miss:
7. Click on DEFAULT: Double Miss. We think of the Default Double Miss as the last straw, so we make it a possible end to a survey and ensure that you check the "Form Complete" checkbox. There will be no Possible Answers for the Default Double Miss.
The Default Double Miss is a potential end to your survey:
8. Click on the Form Template name (Student Survey) to be taken back to the Form Template record,
and select View All in the Question Template related list:
9. Select your next question.
The list of Question Templates for the Form Template: Student Survey
10. Program Possible Answers along with Next Questions for each. Also, set your Default Next Question.
11. Repeat this process until the list of Question Templates has only 1 First Question marked, and the possible Form Complete options have no Default Next Question populated. Copy the text from your First Question.
An ordered list of Question Templates, complete with Default Next Questions
12. Click on the Form Template name (Student Survey) to be taken back to the Form Template record, and set the Status to "Active."
Save your Form Template as an SMS Template
1. Click the "SMS Template" tab and click "New."
2. Name the SMS Template the same as your Form Template. Paste the text of your first question in the Text field. IMPORTANT: The text must be the exact text from the First Question of your Form Template, otherwise your Form Template will fail. Leave the region as "None" and attach the appropriate Form Template. Save. Not seeing your Form Template? Be sure to set its Status to Active.
Test and contextualize
1. Using your personal cell phone or messaging device, text in the word STUDENT (or your chosen Query String) to one of your Gateways (phone numbers). As you answer each question, you should receive the appropriate message according to the question-answer path as you ordered it. Double-check that your Default Next Questions and Default Double Miss questions trigger as expected. Ask a few members of your team to test as well. This testing will help imitate the variety of responses you might find when the Form Template goes live.
2. Check to see that your responses properly save in the Forms object. Navigate back to the Form Template tab, and select the Form Template you’ve just tested. Notice that there’s now a record stored in the Forms object and that the Status reads ‘Complete.’ If the status reads ‘Active,’ that means that someone started answering the questions but didn’t make it to the last question (the question for which you checked the “Form Complete” checkbox).
3. Click on the Form Number (starts with ‘FN’), and click View All in the Question Response object. The Form record
4. Here, you’ll find the responses to the questions asked in the Form Template you just tested:
5. Navigate to your Contact record. You’ll see that your Form Template conversation is with the SMS Site Guest User in Conversation View. The SMS Site Guest User is used for Form Template conversations and displays as such so that your users can visually discern from an automated text versus one with a user. Click the "Related" tab. You’ll see your newly-created Form record in the Forms Related List.
(A Contact record with evidence of engagement with a Form Template, as well as the Form record in the Forms Related List)
Since all Form Templates must connect to an SMS Template, you can quickly initiate the Form Template by attaching its accompanying SMS Template in Conversation View or within a bulk message via the Bulk SMS tab.