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Navigation path: Automation > Flows

Summary

Purpose

With Forms you collect customer requests (+ contact information) during off-duty times, and gather feedback after completed support interactions.

Functionalities / need to know

  • Forms can be triggered after conversation is marked as done
  • Forms can be triggered through Action Rules

Feature descriptions

Your first Form

By clicking + New Forms you will create a new Form.

Options

General

Label Description

Form Name

name of your form, not visible to customers

Description

will be the header of your form, explain the customer your intention here

Messages

Label Description

Success Message

message that will be sent after completion of the Form

Fields

By clicking + Add field you create new form fields to expand your Form. Field elements can be ordered by using the options on the left.

Name

Name of your field. This is only for you and will not be visible to customers.

Type

There are different types of inputs:

Label Description

Text input

plain, open text input

Selection input

creates a drop-down menu with the defined Options (separate options with ',')

True/False

creates a checkbox

Rating

creates a 5-star rating scheme

Text area

creates a text area where the customer can enter a text

Preview

In the preview you can exactly see, what your Form will look like.