Have a Question?
Custom Questions Collector:
Custom Questions Collector:
Linear SMS Qualification
in Five Stages
The Custom Questions collector runs a scripted sequence — OTTO asks each question, waits for a free-text reply, and proceeds to the next. Every contact follows the same path. It’s the fastest collector to configure and the most common starting point for new TextingOnly accounts.
Before building, read The Collector & Messaging Framework to understand the five stages all collectors share. This article covers Custom Questions-specific behavior at each stage — and the four variants of this collector type.
The Five Stages — Custom Questions Flow
The Four Custom Questions Variants
Standard linear sequence. First reply can be anything — OTTO captures it as the answer to Q1 and proceeds. Best for flows where you don’t require a name and want maximum opt-in completion.
OTTO asks “What’s your name?” as the first question, regardless of what Q1 you configured. The name is stored separately as the First Name field on the contact record. Best for personalized follow-up where rep needs to address the contact by name.
OTTO detects the language of the contact’s first reply and switches to the configured Spanish (or other language) flow automatically. English lead data is delivered to your team regardless of language used. Best for bilingual markets.
All three combined — name capture first, language detection, Spanish-language alternate flow. Full qualification in either language with name on the contact record. Best for bilingual intake where contact identity matters.
Writing Effective Questions
Question quality directly determines lead quality. Three rules for Custom Questions collectors that produce clean, actionable data:
Completion rate drops with each additional question. 1 question = ~90% completion. 3 questions = ~65%. 5 questions = ~40%. Qualify the minimum needed for a useful lead — get the rest from the rep on the callback.
“What service are you looking for?” produces variable answers. “Are you looking for HVAC, roofing, or plumbing?” produces clean data. Guide the reply format in the question itself.
If a contact drops off after Q1, you still have their answer to the most important question. Order by data value, not by what feels natural conversationally.
Use Captures Name when your reps will make a personalized callback (“Hi Sarah — I’m calling about your inquiry”). Skip it when speed of opt-in matters more than personalization, or when the follow-up is automated (coupon delivery, list confirmation). Every additional field is a completion rate tradeoff.
Setting Up a Custom Questions Collector
Why Custom Questions collectors produce higher-quality leads than web forms — 71% opt-in vs 19% form completion, carrier-verified phone vs self-reported email.
Read the Insight →Set up the email notification your team receives when OTTO completes a Custom Questions sequence — and configure the Prepare Caller Final Message.
Read the KB Article →The home services playbook — Custom Questions collector on website + QR on signage, Prepare Caller final message, branch routing by service type.
Read the Playbook →