The Ask Questions feature has been replaced. Here's what changed and why.
Why we made this change
Ask Questions was useful for one specific thing: the answers showed up as neat highlights pinned to the top of every call summary. But it had real downsides:
People were often confused about whether to put instructions in Knowledge or Ask Questions. In a lot of cases, it was easier to just write the instruction into Knowledge.
Adding questions one at a time was tedious if you had a lot of them.
There was no good way to group questions for different scenarios. You couldn't easily say "ask these three questions if it's an existing customer, but ask these other two if it's a new lead."
We split the feature in two so each part has a clearer job:
Training (formerly Knowledge) is now the single place you give your receptionist information and instructions, including questions you want it to ask. You can group questions naturally by writing things like "If the caller is a new customer, ask for their name, address, and the type of service they need."
Custom fields (under Settings) is where you define what gets extracted from each call and pinned to the top of the summary. This also lets you extract info the receptionist picked up without ever having to ask for it.
Nothing was lost in the change. All of your existing Ask Questions entries were automatically migrated into your Training area, so the receptionist still asks the same questions it did before. If you go to Agent > Training, you'll see a new entry called "Questions to Ask Callers" that contains all of the questions you previously had.
How to recreate what Ask Questions used to do
1. Move the questions into Training
Go to Agent > Training and write the question into a knowledge entry. Be specific about timing and conditions.
Example: "Always ask the caller what type of pest they're dealing with. Only ask this if they indicate they are an existing customer."
2. Add custom fields for the answers
Go to Settings > Custom fields and click Add field. Choose call field for info that changes call to call (like "pest type"), or contact field for info that stays the same across calls (like company name).
Anytime you edit your Training, Upfirst automatically generates call fields for you. You can also add your own.
For full setup instructions, see How to use custom fields and How to use Training.