Forms

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. 

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: 

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: 

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.