TRYTN gives you the functionality to ask your customers questions in the purchase process to gain necessary information at the individual participant level, product level or cart level. To view a list of all active questions already created for your account, visit Products > Settings > Questions.

This article covers the following topics:

Create a Question
Construct Conditional Follow-Up Questions
Edit an Existing Question
Translate a Question
Archive a Question
Assign Questions to Products
Require a Question to be Answered
Hide a Question from Website Purchases
Determine How Your Question Will Be Presented to Customers

Create a Question

To create a question, log into your TRYTN account and navigate to Products > Settings > Questions > Create (shown below).

From here, complete the question form by entering the information outlined below:

1. Question Text: Question Text is a required field and it is where you will input the question you want to ask your customer. An example of question text could be “What is your certification level?”

2. Included on new products by default?

Click the checkbox if you would like this question to be applied to all new products that are created. If not, simply leave the checkbox empty.

3. Answer Type: Answer type allows you to set the type of answer you want to receive back from your customers. The question types you can select from are:

Add Free Form Text

When 'Add Free Form Text' is selected, the user will be presented with a text box where they can enter any text value as their answer.

Select From a List of Responses

When 'Select From a List of Responses' is used, you'll add your own set of predetermined answers for your customer to choose from.

Choose a Date

When 'Choose a Date' is selected, the customer uses a date selector to pick a specific date. This is useful when asking about dates of last activity, date of certification, etc. Note: This option should only be used to ask the user to pick a single date.

Choose an Existing Activity Date

When 'Choose an Existing Activity Date' is selected, your customer is able to pick from a set of dates available for the given activity. This is helpful when you are offering a multi-day activity. Note that this option may not be available for all product types.

Save Changes: Once all required fields (marked with an asterisk) have been completed, click Save Changes to activate your question. Now you're ready to assign your question to applicable products.

*To create a question from product Advanced Settings:

Go to your Scheduled Products and click Actions > Advanced Settings > Questions > Add New Item

Construct Conditional Follow-Up Questions

The TRYTN platform supports the ability for your shop to ask customers one or more follow-up questions based on their response to a previous question. This option gives you the opportunity to gather more detailed information and also benefits the user experience by only showing customers questions that specifically apply to them.

Follow-Up Question Functionality

Any follow-up questions must initially be created the same way you create other customer questions. Once created, they can be applied as a follow-up to another question.
Follow-up questions can only be asked when using the Select From a List of Responses question type.
Multiple follow-up questions are allowed if needed.
Follow-up questions do not support the ability to ask the same question multiple times.
Follow-up questions are always marked as required.
A 'Choose an Existing Activity Date' question may not be selected as a follow-up question

Example Follow-Up Question

In a scenario where you ask customers the initial question “Do you require transportation from your hotel?”, if they answer “Yes,” you might follow up with an additional question, such as “What hotel are you staying at?”.

Adding Follow-Up Questions on TRYTN

To start creating your own follow-up questions, first navigate to Products > Settings > Questions > Create. The steps below will walk you through the process of developing your questions and setting up the logic to make these questions flow correctly, based on customer responses.

STEP 1: Develop your follow-up questions.

The TRYTN platform requires you to create your follow-up questions prior to creating your primary question (the question you plan to attach them to). Therefore, it's important to outline your questions, question types and response sets as the very first step in this process. We've provided a sample question outline below, using our previous Follow-Up Question example.

Sample Question Outline

STEP 2: Once you have all your questions and answer sets ready, you will basically work backwards, starting from the last question you want to ask (from our example, this would be Follow-Up Question #2) and then working back from there to the primary question. Here's a breakdown of how we would complete this step for our example scenario:

- - First, create a question for the last possible follow-up question a customer might be asked. In this case, our final question is Follow-up Question #2 where we ask the customer to "Please specify:", and we want to allow the user to be able to insert free-form text. Be sure to save your question when complete, and then move to the next step.
  - Next, we want to move backward to create Follow-Up Question #1. In this question, we ask customers to give us the name of their hotel, and we want to provide a list of nearby hotels they can choose from.

We then want to click the Add Option button to start adding all possible response options (in this scenario, we enter our hotel names).

For our final response option, we want to include "Other," in case the customer isn't staying in one of the hotels from our list. We'll then select the checkbox to Ask a Follow-Up Question, and under Available Questions, we want to select the question titled "Please Specify:".

Save your question settings, and then move on to your next question.

- - Finally, we will create our Primary Question (the first question a customer will see at checkout and the question that all other follow-up questions are contingent upon). In our example, we want to ask customers if they will need transportation from their hotel, and we want to give them multiple answer options.

We then click the Add Option button to start adding all possible response options.

If a customer selects "Yes," we want to find out which hotel they are staying at, so we need to select the checkbox to Ask a Follow-Up Question. In this case, we will select the question "Please select your hotel name from the following list," from the Available Questions dropdown menu.

Again, save your question to ensure all settings are retained.

That's it! It may take a little practice, but once you go through this process once, the backwards input order will start to make sense. Once all of your questions and logic are finalized, users will be conditionally asked follow-up questions they are required to answer based on their response to a given parent question.

Edit an Existing Question

To modify an existing customer question, navigate to Products > Settings > Questions from your TRYTN account. Locate the question you wish to edit from either the Active Questions or Archived Questions table.

For Archived Questions:

You must click Actions > Restore to make the question active before you will be able to make edits.

Once your question is in the Active Questions list:

Select Edit from the Actions menu. You will then be presented with a form showing all current settings for your question. As you make edits, see our Create a Question topic for more information on each input field.

Translate a Question

See Publish Shop Content in Other Languages for details on how to translate your questions.

Archive a Question

To archive an existing customer question, log into your TRYTN account and navigate to Products > Settings > Questions. Find the question you wish to archive from the Active Questions table and select Archive from the Actions menu. The question will then be removed from the active section and placed into the archived section on this page.

What happens when I archive a question?

Archiving a question prevents it from being selected as part of a product configuration. IMPORTANT: Questions that are already attached to a product will continue to be asked when that product is purchased.

How do I reactivate an archived question?

If you need an archived question in the future, you can easily reactivate it. Simply locate the question in the Archived Questions table and click Actions > Restore. The question will be added back into the active section and available for selection on your products.

Assign Questions to Products

To assign questions to your products on the TRYTN platform, start by navigating to the product that should include your question. To do this, see the following steps:

1. Click Products in the main site navigation and select the product type.

2. Locate an active product and click the associated Actions menu to select Advanced Settings for that product. Note: Any archived product will need to be restored before a question can be added.

3. From the Advanced Settings screen, scroll down to the section titled Questions. Select any applicable questions from the Unselected Questions box and click the blue arrow to add them to the Selected Questions column (add as many as apply).

4. Indicate the settings you want for each question by selecting or de-selecting the checkboxes to make the questions hidden from website bookings and/or required for purchase. Then indicate how the question should be presented at the cart level.

5. Click Save Changes at the bottom of the page to activate your questions for this product, and you're all set!

Require a Question to be Answered

On TRYTN, you have the flexibility to ask your customers optional and/or required questions before their purchase is complete. Questions such as age, experience level, or whether or not a customer will bring his or her own equipment, can be used to gather information to determine the supplies you need for an excursion, for example.

Why should I include a required question?

Requiring questions to be answered is a powerful way to ensure that you have the data you need for each order and each participant. However, it's important to remember that you should only require the questions you truly must have answered, as requiring large amounts of questions degrades the user experience and can result in loss of revenue.

How can I make a response required for purchase?

1. To require a question for one of your activities, simply navigate to that product and select Advanced Settings from the Actions menu. Note: Any archived question will need to be restored before a question can be marked as required.

2. On the Advanced Settings screen for this product, you will find a section for Questions. Select at least 1 question under the Unselected Questions menu and click on the blue arrow to add it to your Selected Questions (see below for an example). Note: If you do not have any questions in this section, you will need to create one.

3. Under your question, select the checkbox labeled Require question to be answered.

4. Click on Save Changes at the bottom of the page to activate this requirement and any customer that purchases this product will be required to answer this question.

Hide a Question from Website Purchases

With TRYTN, you have the ability to hide a question from website purchases when needed. This can be used for questions you don't want all site visitors to see and may be useful for custom itineraries or email promotions.

To hide your question from website purchases, follow the steps below:

1. Locate an active product and click the associated Actions menu to select Advanced Settings for that product. Note: Any archived product will need to be restored before a question can be hidden from web purchases.

3. Under your question, select the checkbox labeled Hide question from website purchases.

4. Click on Save Changes at the bottom of the page to hide the question and customers that add this product to their cart from the web experience will not see your question.

Determine How Your Question Will Be Presented to Customers

The TRYTN platform allows you to ask questions at various "levels" to improve the customer experience. Below are descriptions and examples for each of the various question levels.

OPTION 1: Once Per Participant

Select this option if you need an individual response for each participant. This is useful for participant-specific information like name, age, level of experience, and size. Note: The Once Per Participant question level is not available for selection on merchandise products.

Example: If 4 participants are added to the purchase, a separate response will be required for each participant.

OPTION 2: Once Per Cart Item

Select this option if you need a separate response for each time your product is added to the cart. This question level is useful for item-specific information like picking an alternate/second date.

Example: If your activity is added to the cart 2 times, the question will be asked twice – once for each time the activity is added.

OPTION 3: Once Per Cart

Select this option if only one response is needed, in total, per purchase. This is useful for open-ended questions, such as “Where did you hear about us?’

Example: If your activity is placed into the cart 3 times, for example, the question will only be asked once.