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 :

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`

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:

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: `john.doe+123@example.com` `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: `https://www.google.com/search?q=openai` `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: `IPV6 address: 2001:0db8:85a3:0000:0000:8a2e:0370:7334` `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: At least one lowercase letter (a - z) At least one uppercase letter (A - Z) At least one digit (0 - 9) Only allows lowercase letters, uppercase letters, digits, and spaces Length: The password must be at least 8 characters long and no longer than 256 characters Examples: `Password123` `SecurePass 2024`	{8 - 256}
Positive Number	Allows only positive numbers.	None
Phone Number	Allows only numbers. A `+` sign is optional at the start. `+123` `123` `+123.456` `123.456` `.456` `+92 312 1231234` `+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

List of Endpoints for FormData as an Activity

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

HTTP METHOD	ENDPOINT URL	DESCRIPTION
POST	/conversation-manager/activities	Push Formdata as third-party activity
POST	/ccm/message/receive	Push Formdata as an activity

Limitations in CX Surveys

By default, the System supports only one survey at a time.
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)
The URL of the Web Published form is too large.
Url validity does not exist.
Multiple submissions can be done against a single survey, which will affect system performance.