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Web Published Forms

The form builder allows the business to publish forms to a unique URL. One can use these published forms to collect information through web surveys or can embed them within web applications. Every form submission is recorded as a customer experience activity/conversation data.

Form Builder

The Form Builder, a core component of Unified Admin, enables users to create custom forms seamlessly. This tool streamlines business operations by supporting diverse attributes for applications such as CX Surveys, Quality Management Evaluations, Web Widget Conversation Forms, and Agent Desk Wrap-up Forms. The intuitive drag-and-drop interface, real-time previews, and built-in validation enable users to meet specific business needs without requiring technical expertise.

To create a new form, click here.

Each newly created form has a unique form ID, and based on that, a unique URL for a specific form can be generated, consisting of the following payload.

Query Param

Value Example

Description

formUrl

https://<FQDN>/unified-admin

The FQDN URL to the form page being referenced

formId

6708d42b6637fa002797c631

A unique identifier for the form being accessed or filled out.

serviceIdentifier

1122

An identifier for a particular channel within the Expertflow system related to this form.

channelCustomerIdentifier

01234774404

The customer provides a Customer identifier on a specific channel in the form of a phone number or other unique identifier.

conversationId

670e04694204bd088cfcb2f5

A unique conversation ID of the active conversation of the customer.

customerId

6704f444a0162c4d7ba05900

A unique identifier for the customer involved in the interaction.

channelSessionId

670e0468d653273b87e2e993

A session ID for the customer's interaction within the current channel.

type

survey

The type of form being accessed, which in this case is a survey

formUrl and formId are two compulsory query parameters that render a web-published form. The rest are optional and required based on the use cases.

Web Published Forms via Short URL APIs

  • Web-published forms support both legacy long URLs with all query params & short URL functionality for accessing and submitting the form.

  • Includes security measures to ensure safe access.

  • Configurable expiry time in configMaps of unified admin for short URLs, making them inaccessible after a set time.

  • Once the form is submitted, the corresponding short URL is removed to ensure security and restrict multiple submissions.

  • In Case the server crashes will end up losing all Short URLs.

NOTE: The URL for the survey form will be sent in the conversation as per the Bot’s Training and the conditions it has been trained against.

  • The system will send a survey form at the end of the conversation, and customers can access and submit that form by clicking on that URL.

image-20241015-110620.png

  • A form with all its questions will be displayed, which looks like this:

image-20241028-050839.png

Below is the list of different types of questions, and see how they look before and after submission.

Option Type

Before Submission

After Submission

5-Star Rating

image-20241015-083052.png

image-20241015-083301.png

5-Star Rating Smiley (filled)

image-20241015-083120.png

image-20241015-083153.png

5-Star Rating Smiley (outline)

image-20241015-083238.png

image-20241015-080937.png

5-Star Rating Linear Scale

image-20241015-081028.png

image-20241015-081041.png

Rating Bar

image-20241015-080221.png

image-20241015-080238.png

Radio Button

image-20241015-080306.png

image-20241015-080321.png

NPS Type

image-20240718-073535.png
image-20240718-075634.png

INPUT / TEXTAREA Type

image-20241028-051505.png
image-20241028-051505.png

Submission Case:

  • Success Case:

image-20250309-082326.png

  • Failure Case:

image-20250309-082155.png

Validation Patterns for Questions in Web-Published Forms:

Attribute

Allowed Pattern

Min/Max

AlphaNumeric

Only alphabets and numbers are allowed. Spaces are also permitted.

{1 - 100}

AlphaNumericSpecial

Only alphabets, numbers, and special characters like _@.,;:~=*'%$!^/#&+()?{}><|- are allowed.

{0 - 200}

Email

A valid email address format is required. It includes letters, numbers, dots, and special characters like +, -, and _ followed by @ and a domain name.

Examples:

  1. john.doe+123@example.com

  2. john.doe_123@example.com

{0 - 100}

URL

A valid URL format, including the protocol (http, https, etc.), domain, and optional paths, parameters, or fragments.

Examples:

  1. https://www.google.com/search?q=openai

  2. http://www.wikipedia.org/wiki/Main_Page

{0-500}

IP

Valid IPv4 and IPv6 addresses are allowed. IPv4 addresses consist of four decimal numbers separated by dots, while IPv6 addresses are hexadecimal numbers separated by colons.

Examples:

  1. IPV6 address: 2001:0db8:85a3:0000:0000:8a2e:0370:7334

  2. IPV4 address: 192.168.0.1

{0-150}

Number

Allows positive and negative numbers, as well as decimals.

None

Password

This pattern enforces the following password requirements:

  1. At least one lowercase letter (a-z)

  2. At least one uppercase letter (A-Z)

  3. At least one digit (0 - 9)

  4. Only allows lowercase letters, uppercase letters, digits, and spaces

  5. Length: The password must be at least 8 characters long and no longer than 256 characters

Examples:

  1. Password123

  2. SecurePass 2024

{8 - 256}

Positive Number

Allows only positive numbers.

None

Phone Number

Allows only numbers. A + sign is optional at the start.

  1. +123

  2. 123

  3. +123.456

  4. 123.456

  5. .456

  6. +92 312 1231234

  7. +92-32-1231234

None

Short Answer

Text allowed

{1 - 100}

Paragraph

Text allowed

{1 - 2000}

Date

Date Format by default

N/A

Time

Time Format by default

N/A

File

N/A

N/A

Yes No

N/A

N/A

Multiple Choice Question

N/A

N/A

Dropdown

N/A

N/A

5 Star Question

N/A

N/A

NPS (Net Promotor Score)

N/A

N/A

Form Data as an Activity

When a form is submitted, it will be stored as an activity in the EFCX system against that specific active or past conversation.

Two possible ways to submit the form:

  • Push Form Data as a third-party activity for past conversations

  • Push Form Data for active conversations

Sample Payload of FormData as an Activity:

The data field contains the actual form submission data:

  • id: Identifier for the form data.

  • header: Header information for the form submission, including sender and session details.

  • body: The main content of the form submission, including:

    • type: Type of data, e.g., FORM_DATA.

    • markdownText: will always be null.

    • formId: Unique identifier for the form.

    • formTitle: Title of the form, e.g., PCS Activity Form.

    • enableWeightage: Boolean indicating if weightage is enabled.

    • enableSections: Boolean indicating if sections are enabled.

    • formWeightage: Overall weightage of the form (if applicable).

    • sentiment: Sentiment of the responses (if applicable).

    • formScore: Overall score of the form (if application.

    • additionalDetail: if applicable, can have additional information as an object, otherwise null.

      • actor: This defines the actor of the client application

        • type: Quality Manager, Evaluator, Customer, Agent, Supervisor.

        • id: actor ID

      • submissionSource: "Quality Management Review", “Agent Quiz”, "Agent Guidance", “Agent Wrapup”, "Web PCS", "IVR PCS", “Pre-chat", "Chatbot prompt"

      • review: Review information can be passed in this object. Currently passing review ID.

        • id: review ID.

      • reviewer: may be deprecated in the future, as we introduced the actor as an object.

        • id:

      • agentReviewed: This is being used to push reviewed agent information

        • id: agent reviewed id.

    • sections: Array of sections within the form, each containing:

      • sectionId: Unique identifier for the section.

      • sectionName: Name of the section.

      • sectionWeightage: Weightage of the section (if applicable).

      • sectionScore: Score of the section (if applicable).

      • attributes: Array of attributes (questions) within the section, each containing:

        • id: Unique identifier for the attribute.

        • label: Label for the attribute.

        • valueType: Type of value, e.g., boolean, nps, 5-star-rating.

        • attributeType: Type of attribute, e.g., INPUT, OPTIONS, TEXTAREA.

        • skipType: Skip type (if applicable).

        • attributeAttachment: Attachment associated with the attribute.

        • attributeScore: Score of the attribute (if application.

        • answer: Array of answers, each containing:

          • label: Label for the answer.

          • value: Value of the answer.

          • isSelected: Boolean value to represent the selected answer.

          • additionalAttributes: Additional attributes for the answer. (if applicable)

            • optionWeightage: Weightage of the option (if applicable).

            • enableStyle: Boolean indicating if Answer contains styles or not.

            • optionStyle: Object containing styles of the option (if applicable, only in case enableStyle is true).

            • name: Name of any icon (if applicable).

            • type: Type of any icon (if applicable).

            • color: Color code as a string of any selected option, like NPS, eg, #00000.

            • media: URL of the icon of any selected option, eg, https://xyz.com/file-server/xyz.png

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