Use data collection forms

If your administrator has configured Data collection forms, you can send a form to an end-user during a chat on the web channel or one of the mobile channels.

Agent experience

To send a form to an end-user during an active chat, follow these steps:

1. In the chat adapter, if you have multiple concurrent chats, click the chat icon for the end-user who you want to send a form to.

2. Click SmartActions. The SmartActions pane appears.

3. Click Forms. The Forms pane appears, displaying the forms that are available. A maximum of 50 forms can display.

4. Click the form that you want to send. A preview of the form appears.

5. Click Send Form.

End-user experience

The following is a typical workflow for an end-user after you send them a form in a chat:

1. A contact card, containing a link to the form, appears on the end-user's chat screen.

2. The end-user clicks the link. The form appears.

3. The end-user fills out and submits the form.

4. The end-user returns to the chat screen.

An end-user can minimize a form and return to a chat by doing the following:

• A website user clicks keyboard_arrow_up. The form is replaced by the contact card.

• A mobile user swipes the form. The form is replaced by a contact card.

An end-user can return to the form after minimizing it by clicking the link on the contact card.

An end-user can close the form by doing the following:

• A website user clicks close. A confirmation screen appears that indicates that any unsubmitted data will be lost if the form is closed.

• A mobile user clicks Close. A confirmation screen appears that indicates that any unsubmitted data will be lost if the form is closed.