Choice

What does it do?

Sends a message to the user and waits for an answer. Presents a set of choices the user can select from. Choices can be static (hardcoded in the YAML) or dynamic (populated from CRM/API data at runtime).

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1. Syntax

With on_select (per-choice routing)

  <node_name>:
    type: prompt
    prompt_type: choice
    messages:
      - "<message>"
    choices:
      - title: "<title_name>"
        on_select: <node_for_this_choice>
      - title: "<title_name>"
        on_select: <node_for_this_choice>
    on_failure: <fallback_node>

Without on_select (all choices go to on_complete)

  <node_name>:
    type: prompt
    prompt_type: choice
    messages:
      - "<message>"
    choices:
      - title: "<title_name>"
      - title: "<title_name>"
    on_complete: <next_node>
    on_failure: <fallback_node>

required params

• type type of the node
• prompt_type what type of prompt (choice)
• messages list of messages to send in a single message block
• choices list of choices (minimum 2) — see Choice Properties below
• on_failure fallback node when the user exceeds retries with invalid answers

optional params

• on_complete node to go to after a choice is selected. Required when choices don't have on_select — in that case, any selection goes to this node
• interactive display mode: buttons or list
• list_title title text shown on the list button (only for interactive: list, max 20 characters)
• retries override the bot-level prompt_retries for this node (set to 0 to go to on_failure immediately on invalid input)
• hide_summary if true, hides the choice summary in the chat
• department assigns the chat to a department
• agent assigns the chat to a specific agent (email address or CRM ID as defined in the Texter agents manager)

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2. Choice Properties

Each item inside choices supports the following properties:

Property	Required	Description
title	Yes	The text shown to the user for this choice
on_select	No	Node to go to when this specific choice is selected. If omitted from all choices, any selection goes to on_complete
id	No	An internal identifier stored in bot state. Access with %state:node.<node_name>.id%
crm_id	No	A CRM-facing identifier stored alongside the choice. Access with %state:node.<node_name>.crm_id%
department	No	Assigns the chat to a department when this choice is selected
agent	No	Assigns the chat to a specific agent when this choice is selected
data	No	An arbitrary object of extra data attached to the choice. Access fields with %state:node.<node_name>.data.<field>%

Two routing modes — don't mix them

• With on_select: every choice must have on_select. The bot routes to the selected choice's on_select node. on_failure is required. on_complete is only used if the user types free text that doesn't match any choice.
• Without on_select: no choice should have on_select. Any selection goes to on_complete. on_complete is required.

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3. Dynamic Choices with list

You can populate choices dynamically from CRM data, API responses, or bot state using the list keyword:

choices:
  - list: "<data injection expression>"
  - title: "Fallback option"
    on_select: fallback_node

The list item injects an array of choices at runtime. You can mix it with static choices — static items (like a fallback) appear alongside the dynamic ones.

Dynamic list from CRM data

  select_service:
    type: prompt
    prompt_type: choice
    messages:
      - "אנא בחר/י שירות"
    choices:
      - list: "%chat:crmData.services%"
      - title: "מעוניינ/ת לקבוע טיפול במספר אזורים"
        on_select: check_working_hours
    on_complete: store_service_id
    on_failure: on_failure_handoff

Dynamic list from API response

  select_order:
    type: prompt
    prompt_type: choice
    messages:
      - "באיזו הזמנה מדובר?"
    choices:
      - list: "%state:node.check_customer_orders.response.orders%"
      - title: "ההזמנה שלי לא כאן"
        on_select: no_orders
    on_complete: check_working_hours_order_chosen
    on_failure: on_failure_handoff

Dynamic list from state using map transformer

When the API response is an array of objects that don't match the expected title/id/crm_id shape, use the map transformer to reshape them:

  select_order:
    type: prompt
    prompt_type: choice
    interactive: list
    list_title: "Your orders"
    messages:
      - "Select an order to view details:"
    choices: 
      - list: '%state:node.get_orders.response.orders|map("summary::title","Order_ID::id","Order_Date::crm_id")%'
      - title: "ההזמנה שלי לא כאן"
        on_select: no_orders
    on_complete: show_order_details
    on_failure: no_orders

Dynamic list of doctors

  select_doctor:
    type: prompt
    prompt_type: choice
    messages:
      - "בחירת מטפלת"
    choices:
      - list: "%DATA_CRM=doctors%"
      - title: "לתפריט הראשי"
        on_select: existing_sub_menu
    on_complete: store_doctor_id_choice
    on_failure: on_failure_handoff

tip

The list expression must resolve to an array of objects. Each object should have a title property (displayed to the user). It can also have id, crm_id, and other fields that get stored in bot state.

---

4. Examples

Buttons

Up to 3 buttons, each button can contain up to 20 characters.

  ask_age_range:
    type: prompt
    prompt_type: choice
    interactive: buttons
    messages:
      - "What is your age range?"
    choices:
      - title: "12-18"
        on_select: teen_questions
      - title: "18+"
        on_select: adult_questions
    on_failure: agent_handoff

List

Up to 10 choices, each can contain up to 24 characters. list_title is the text on the list button (max 20 chars).

  ask_city:
    type: prompt
    prompt_type: choice
    interactive: list
    list_title: "Choose city"
    messages:
      - "In what city do you live?"
    choices:
      - title: "Jerusalem"
        on_select: jerusalem_menu
      - title: "Tel-Aviv"
        on_select: tel_aviv_menu
      - title: "Ramat-Gan"
        on_select: ramat_gan_menu
      - title: "Other"
        on_select: main_menu
    on_failure: general_menu

Numbers (no interactive)

Without interactive, choices are sent as a numbered text list. The user replies by typing a number (1, 2, 3...). No character limit.

  which_treatment:
    type: prompt
    prompt_type: choice
    messages:
      - "באיזה טיפול התעניינת?"
    choices:
      - title: "הסרת שיער בלייזר נשים"
      - title: "הסרת שיער בלייזר גברים"
      - title: "טיפול פנים"
      - title: "פדיקור"
      - title: "מניקור"
      - title: "עיצוב גבות"
    on_complete: store_chosen_treatment
    on_failure: on_failure_handoff

All choices to the same node (no on_select)

When you don't need per-choice routing — every selection goes to on_complete:

  ask_feedback:
    type: prompt
    prompt_type: choice
    interactive: buttons
    messages:
      - "How was your experience?"
    choices:
      - title: "Great"
      - title: "OK"
      - title: "Not good"
    on_complete: save_feedback
    on_failure: handoff_msg

Choices with id and data

Attach extra identifiers and metadata to each choice. Access them later via %state:node.<node_name>.id% and %state:node.<node_name>.data.<field>%:

  choose_branch:
    type: prompt
    prompt_type: choice
    messages:
      - "נא לבחור את הסניף הרלוונטי"
    choices:
      - title: "קניון שרונים, הוד השרון"
        id: "13"
        data:
          phone: "972547702079"
          name: "קניון שרונים"
      - title: "כפר שמריהו, החורש 2"
        id: "11"
        data:
          phone: "972542953026"
          name: "כפר שמריהו"
      - title: "נתניה - רמת פולג"
        id: "7"
        data:
          phone: "972547337613"
          name: "נתניה רמת פולג"
    on_complete: store_chosen_branch
    on_failure: check_client_type_before_handoff

Then later in the flow:

  refer_customer_to_branch_number:
    type: notify
    messages:
      - "לקבלת מענה מסניף %state:node.choose_branch.data.name% פנו למספר:"
      - "https://wa.me/%state:node.choose_branch.data.phone%"
    on_complete: resolved

Choices with crm_id

Use crm_id to store an identifier for CRM purposes. Access it with %state:node.<node_name>.crm_id%:

  select_course:
    type: prompt
    prompt_type: choice
    interactive: list
    list_title: "תפריט בחירה"
    messages:
      - "בחרו את הקורס הרצוי"
    choices:
      - title: "דירקטורים"
        id: "df5be8ae2d"
        crm_id: "76799"
      - title: "דאטה אנליסט"
        id: "89fed8ca16"
        crm_id: "76063"
      - title: "ניהול מוצר ושיווק"
        id: "8e8bd754d5"
        crm_id: "76796"
    on_complete: get_client_phone
    on_failure: no_agent_handoff

Choices with per-choice department and agent

Each choice can assign the chat to a different department or agent when selected:

  main_menu:
    type: prompt
    prompt_type: choice
    messages:
      - "במה אתה מתעניין?"
    choices:
      - title: "מתעניין בטיפול"
        on_select: update_lead_tipul
        department: e3578763-4f28-48fc-8c63-7fc0bf4681f3
      - title: "לימודים וקורסים"
        on_select: update_lead_studies
        crm_id: "לימודים"
        department: 0750a2cd-2fe4-4080-9dd5-1cf80e53b07b
      - title: "הרצאות וכנסים"
        on_select: update_lead_lectures
        department: 0750a2cd-2fe4-4080-9dd5-1cf80e53b07b
      - title: "רכישת מוצרים"
        on_select: update_lead_merch
      - title: "יצירת קשר עם נציג"
        on_select: lectures_handoff
    on_failure: abandoned_bot_sequence

Menu with retries and on_failure

  menu_working_hours:
    type: prompt
    prompt_type: choice
    interactive: buttons
    retries: 0
    choices:
      - title: "Representative"
        on_select: agent_handoff
      - title: "Contact info"
        on_select: contacts
      - title: "Close request"
        on_select: no_agent_resolved
    on_failure: agent_handoff
    messages:
      - "What would you like to do next?"

tip

For interactive: buttons, max 3 choices with 20 chars each. For interactive: list, max 10 choices with 24 chars each. Without interactive, choices are presented as a numbered list with no character limit.

tip

The user's selected choice text is stored at %state:node.<node_name>.text%, just like a text prompt. Combined with id, crm_id, and data, you can capture both the display value and any associated metadata.