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A Form is a set of an ordered list of attributes. You can define as many form-attributes in a form as needed and organize the order in which they should be returned.

The forms can be used to create survey questionnaire for customers to provide feedback, pre-chat forms asking the website visitor to provide some information before starting the chat, agent guidance scripts with questions and predefined answers for agents' assistance, quality questionnaire for supervisors to rate agents' performance. Other examples include, creation of a callback form for customers to leave a callback request, product/service subscription to register/ subscribe to new service, etc. See the following sections of the document for a detailed understanding of those use cases.

Based on the use case, you can send the forms to end users on a channel of your choice, such as web-based feedback survey on the web after finishing a webchat, IVR/chat survey, USSD dialogue for subscribing to a new service, web-based quality assurance forms to rate contact center staff performance.  


Note that Expertflow provides the SDK to build forms as per your requirement. The responsibility of the UI and the rendering of the form fields lies with the client applications consuming the form interfaces. 

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Add a new Form

Log in to Unified Admin to create a new form.

On the left, click Forms. Click the New Form button. You'll see the screen as in the following screenshot.

Add a form

On the New Form page, give a title to the form. By default, the application gives the name, "New Form" to each new form created by the user.

An optional description field below the form title allows to provide a brief description about the form. 

Add form fields in the form under the Attributes section. While adding a form attribute, select from one of the following attribute types, i.e. either Input or Options. 

  • Input: This type of attribute is a plain text field. See the table, Input Data Types to understand the various data types that an input field can accept.
  • Options: This type allows you to define predefined answers so that the user can choose one option. You can define answer options either grouped by a category, or without categories. For example, while giving a satisfaction score to a service/product, the customer may want to provide the score against each different category of the product performance (Slowness, User interface, etc.). You can also enable multiple selection on such a field to allow users to select multiple answers. To do that, turn on the
    toggle button.

Adding categories and options in an attribute

If the Input type is selected, you'll have to choose the data type of the input field so that only the valid inputs are accepted.

The following table explains all possible Input data types. 

Data typeDescription


Any alpha-numeric value with a character limitation of up to 100 characters. Supports alphabets, digits and whitespaces.


Any alpha-numeric value supporting also, the special characters (_ @ . , ; : ` ~ = * ' % $ ! ^ / # & + ( ) ? { } > & l  ; | - )


Any string value supporting up to 2000 characters. This is the default value type of an attribute of the type, Options.


Any string of a maximum of 50 characters.


Any string of a maximum of 100 characters.


Supports positive number with or without a  '+'

IP: (Supports IPv4 and IPv6) 

For details, you can test the supported format here


Both positive and negative are supported.


Supports the generic phone number format; i.e. +921234567891
URLAny generic url string with valid format, allows ports as well e.g.
BooleanSupports either true, false, 0 ,1 values
Email A formatted email address, such as
Password A string value which supports alphabets, whitespaces, digits and requires at least one uppercase, one lowercase and one digit present in the password. Make sure to have a value of  a min of 8 chars and max of 256 characters
StringListAn array containing all elements of string datatype

Input Data Types 

While adding answers in an Options type attribute, you can add answer options under different categories. However, if no categories are added, all answer options are added by default, under one category.

You may also optionally add a helping text for a form attribute under the attribute name field. This is just a helping text that let's the end user understand what the attribute is about. 

You can also mark an attribute as required with the Required toggle button. To copy or delete a form attribute, choose Copy and Delete icons. See the screenshot above.

Click the Add Attribute button to add more attributes. See the screenshot below with a sample form.

Sample pre-chat form 

Form Use cases

There are several use cases where Forms can be used. This section describes a few of them below:

Prechat Form

A pre-chat form is supposed to be a form which is shown to website visitors when they initiate a new chat. Those forms usually contain some information about the customer (such as Name, email, number) as per the requirements of the business. They can also include questions related to the problems that the customer is facing. A typical pre-chat form may include the following fields: 

NameA text field to enter the name of the customer


A text field of data type Email to enter the Email address of the customer
Phone NumberA text field of data type, Phone Number to enter customer's phone number
Problem type

The list of problem types in a dropdown such as:

  • Problem01
  • Problem02
  • Problem03
  • Problem04
CommentsAny other comments that the customer want the agent to look at 

Feedback Survey Form

A survey feedback form is supposed to carry some questions which are answered by the survey respondents. A feedback survey could be given to a customer rating his experience talking to a contact center representative, a quality assurance manager rating the performance of his team agents, or to an employee rating a service recently launched by the organization. A typical feedback form may include the following fields: 

NameA text field to enter the name of the customer
Question 01contains answer options  
Question 02contains answer options
Question 03contains answer options
CommentsAny other comments that the customer want the agent to look at 

Customer survey polls

Organizations generally run survey poll to learn about their customers' choices and trends while making a strategic decision, such as, launching a new service in highly-interested customer segments.

Callback Forms

A callback form is usually built for website visitors to leave a callback request if they don't want to wait for an agent in queues. You may create different callback forms based on the page the customer visited.

Wrap-up Forms 

A wrap-up form is designed by a business administrator to define wrap-up reasons that it wants its agents to choose from. You may want to design multiple forms each having different wrap-up reasons, for example, to segregate wrap-ups based on call type, Inbound/Outbound, campaign, queue, etc. 

With the Form object, you can create as many wrap-up forms as needed.

Complaint registration

Complaint registration forms allow customers to lodge their complaint against a product or a service. Businesses may want to create different complaint forms based on the type of product or service for which they have the complaints.

Product subscription forms

A subscription form allows customers to answer particular set of questions to be able to subscribe to a product. Based on the product or service, you can design multiple subscription forms each for a different product.

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