Web Published Forms in CX Surveys

Forms created in the form builder are published on a Unique URL. These published forms can be sent as a web survey or embedded in a web-app. The form data after submission is stored as a CX Activity & Conversation Data.

Form Builder

The Form Builder is an integral component of our Unified Admin, designed to enhance business operations by enabling users to create custom forms effortlessly. This tool supports various form types and attributes, allowing for applications such as web surveys, quality management evaluations. With an intuitive drag-and-drop interface, real-time previews, and built-in validation, users can design forms that meet specific business needs without requiring technical expertise.

Create a Web Form in Unified Admin

• Open Unified Admin and navigate to the Forms component.

• In the form section create a new form by clicking the + New Form button, you can choose any supported type. In the case of CX Surveys, select the type Survey.

• Once the survey form type is selected, add the desired Questions. For a deep understanding of the Form Builder visit here.

• One can Enable Sections on the survey form. If enabled, the questions will be displayed within their respective sections.

  • For example, in below screenshot, I’ve added two sections, and in each section, I have added multiple questions:

• Once all questions are added, click on the "Save Form" button to save the form.

• Now you can Publish the saved survey form.

Note: In the case of Surveys, only the published forms will be available for selection in the Conversation Studio.

• When the form is in a published state, a unique URL for this form can be generated consisting of the following payload :

• Once the form is published, navigate to the Surveys component. A survey is made to access and deploy the published forms, by clicking on the Add New Survey button.

• All the published Forms will be accessible from the Survey now by clicking on the Flow Builder button.

• A normal flow of events will be defined using Flow Builder.

  • By default, the flow builder contains:

    • Survey Init Node.

    • Survey Action Node.

    • Survey Condition node.

• The Survey Action Node will be used to access the desired form from the available forms, that need to be sent to the client.

• The Survey Condition Node adds any condition that needs to be fulfilled before the action node is triggered.

• The agent or the system will automatically send the generated URL of the survey form along with a message to the client (if the message is defined), during or at the end of the conversation.

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.

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

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
5-Star-Rating Smiley (filled)
5-Star-Rating Smiley (outline)
5-Star-Rating Linear Scale
Rating Bar
Radio Button
NPS Type
INPUT / TEXTAREA Type

Submission Case:

• Success Case:

• Failure Case:

Form data as a CX-Activity:

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

Validation Patterns for Questions in Web-Published Forms:

List of Endpoints for FormData as an Activity

Below is a comprehensive list of all available endpoints, including their HTTP methods and expected parameters.

Submitted 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.

  • formType: Type of form, e.g., Survey.

  • 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).

  • additionalDetail: if applicable can have additional information as an object o therwise null.

  • 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).

    • 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.

      • attributeWeightage: Weightage 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

Limitations in CX Surveys

1. By default, the System supports only one survey at a time.

2. The URL of the Web Published Form is not secure (anyone with the above-mentioned query params can access and submit the Web Published Form)

3. The URL of the Web Published form is too large.

4. Url validity does not exist.

5. Multiple submissions can be done against a single survey, which will affect system performance.