Sample Forms

Pre-chat Form

You may want to build a pre-chat form where before starting the chat, you want customers to fill in and submit some information about the customer and/or the problem they are having, to the business. For instance, such a form could look like this:

Fields	Description
Name	A text field to enter the name of the customer
Email	A text field of data type Email to enter the Email address of the customer
Phone Number	A 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

Sample pre-chat form

To create such a form, go to Unified Admin → Forms and add a form.

Give a name to the form in the Form Title. While adding attributes to the form, add the above fields with the help of the following table:

Field	Description	Field Type	Data Type
Name	To input customer's name	Input	Choose any suitable data type from the list of data types. You may use, Alphanum or String.
Email	Email field validation should be applied to receive a valid email address	Input	Choose the data type, Email
Phone number	Phone number validation to be applied to receive a valid phone number	Input	Choose the data type, Phone number
Problem type	Start adding options under the problem type with category-options interface.	Options	This field is hidden in case if field type is set to, Options.

Pre-chat form fields and data types

For this example, since the Problem type field is supposed to be a dropdown, you can add options in the dropdown with one category for all options as mentioned in the table Sample Pre-chat Form Fields.

However, you may also add multiple categories with multiple options in a form.

*Creating prechat form in Unified Admin*

Feedback Survey Form

You can also design survey forms to be delivered to customers at the end of an interaction to ask about the customer experience or for product experience to rate on a rating scale. The examples also include designing a survey form to be given to supervisors to rate agent performance.

As an example, let's take a use case of Customer Feedback Survey form at the end of an interaction (voice call or chat).

The form may include the following fields:

Field

Description

How well the agent treated you?

Gives a set of options to the user to choose from, e.g. a rating scale of 1-5 or, textual options such as,

Very well treated
Well treated
Casual/ Normal
Poorly treated
Extremely poor

Was the agent able to answer the query?

Gives an option of yes or no

What was your overall experiencing contacting the contact center?

Gives a set of options to the user to choose from, e.g. a rating scale of 1-5 or, textual options such as,

Extremely Good
Good
Normal
Bad
Very bad

Sample feedback form

To create the form, go to Unified Admin → Forms and add a form. While adding attributes to the form as given above in the sample form, add the above fields with the help of the following table:

Field	Description	Field Type	Data Type
How well the agent treated you?	Gives options to the user to choose from	Options	N/A
Was the agent able to answer the query?	Gives options to the user to choose from	Options	N/A
What was your overall experiencing contacting the contact center?	Gives options to the user to choose from	Options	N/A

Survey Feedback form fields and field type

You may control the overall look and feel of the form in a customized manner, such as showing relevant smileys or emoticons for each answer option.

Callback Form

A callback form may also be required where the business wants its customers to leave a callback request in case if they don't want to wait in the queue for an agent to become available. Such a callback form may look like the following:

Field	Description
Customer name	Enter the name of the customer
Customer number	Enter the number of the customer
Query/ Problem	Add comments and mention optionally what problem the customer is facing

Sample Callback form

While adding attributes to the form, add the above fields with the help of the following table:

Field	Description	Field Type	Data Type
Field	Description	Field Type	Data Type
Customer Name	To input customer's name	Input	Choose any suitable data type from the list of data types. You may use, Alphanum or String.
Customer Number	Enter the number of the customer	Input	Choose the data type, Phone number
Query/ Problem	Add comments about the problem	Input	Choose any suitable data type from the list of data types. You may use, Alphanum or String.

Callback form fields and data types

There can be multiple other use cases where the forms can be designed and used using this same Forms object. This provides business users the freedom to design the customer-facing forms on their own, with the desired form attributes, while storing form responses in a dedicated database for reporting.

Considerations for third-party integration

Note that the local database (i.e. Unified Admin DB) only contains the form schema of a form. Therefore, the third-party client applications who need to use the form can embed the form anywhere as required and get the responses stored in a separate database maintained by them.

The front-end and the overall layout of a form can also be customized, i.e. applying any desired own CSS design to render the form. Also, some logic may also be implemented to skip or show some of the form fields.

Some standard form validation are applied already as described above under Form Attributes and Datatypes. However, if the client application wants to validate the form data differently than the way it is implemented (mentioned above), the desired validations can also be applied on the form fields.

REST APIs are documented on Postman to retrieve a form.