Ask the customer for a detail

Use a collection step to ask a question, wait for a reply and save the answer under a name you choose. Ask Question, Ask for Payment Reference, Ask for Amount, Ask for Proof Upload, and Ask for Location collect different kinds of answers and continue along one route when the answer is accepted.

Which one to use

Pick the one that matches what you are collecting — the label tells the customer what kind of reply is expected, and keeps the saved value meaningful when you read it back later:

• Ask Question — ordinary free-text details that do not require a dedicated form
• Ask for Payment Reference — the reference a customer quotes after paying
• Ask for Amount — a number you intend to charge or record
• Ask for Proof Upload — an image or document, such as a transfer screenshot
• Ask for Location — where the customer is or wants delivery
• Collect Feedback — a rating of how things went, saved the same way

Add a comment after a rating

Connect Collect Feedback to an Ask Question step. In the question, set Use answer as to Comment on the rating. On mobile, select Comment on the rating. Make the question optional if customers may skip it.

The rating and comment are recorded together. Skipping the comment records the rating alone. Renaming the saved answer or translating the prompt does not change whether the answer is a feedback comment. Choose A separate answer for a question that should be saved independently.

Set it up

1. Add the step and select it.
2. Write the Prompt — what the customer is asked.
3. Set Save as — the variable name that holds the answer.

Name the variable for what it holds, not the step that collected it: delivery_address reads better later than answer_3.

Use the answer later

Once saved, the value is available to steps that come after it. Insert it into a message with {{ }}, or select it where a step asks for a value — Request Payment can take its amount from a variable captured this way.

Only steps that are guaranteed to run before yours can offer their variables, so a value captured on one branch is not available on another.

Check what the answer proves

Collecting an amount, reference or payment screenshot does not confirm payment. Check the payment result before treating it as paid. A saved location does not by itself confirm a delivery or its charge.

If the customer cannot answer, check that the prompt asks for the kind of reply the step accepts. Use a supported form for information that must be collected that way; do not move sensitive questions into ordinary chat to work around an unavailable form. See Open a WhatsApp Flow from a bot.

Related

• Build a bot on the canvas
• Request a payment in a bot