Data collection forms

This page explains how to set up a data collection form that an agent can send to an end-user during a chat. The following two types of data collection forms are available:

• Browser forms: You create and host a browser form on your own server. You can use browser forms with the web SDK and the mobile SDKs. Browser forms from third-party survey platforms aren't supported. For more information, see Add a browser form.

• Custom forms: You build a custom form in the CCAI Platform portal. Custom forms are available with the web SDK. For more information, see Add a custom form.

Note: When an end-user is filling out a form, they are not considered active in the chat. Therefore, when configuring timeout or auto-dismissal settings, you should take into consideration the time an end-user needs to fill out a form.

Before you begin

To turn on forms, you need your company secret code for authentication.

To get your company secret code, follow these steps:

1. In the CCAI Platform portal, click Settings > Developer Settings. If you don't see the Settings menu, click Menu.

2. Go to the Company Key & Secret Code pane. Your company secret code appears. You need this code when you turn on forms.

Turn on forms

To turn on forms, follow these steps:

1. In the CCAI Platform portal, click Settings > Forms. If you don't see the Settings menu, click Menu. The Forms page appears.

2. Click the Enable Forms toggle to the on position.

3. For Form Settings, click Configure. The Browser Form Settings pane appears.

4. In the Secret field, enter your company secret code, and then click Save.

5. Click Back to return to the Forms page.

Add a browser form

To add a browser form, follow these steps:

1. Follow the steps in Turn on forms.

2. On the Forms page, click Add template. The Add Form Template page appears.

3. To configure form settings, do the following:

   1. For Type, select Browser form.

   2. For Channel, select the channel or channels that you want the form to be available in.

   3. For Queue languages, select the queue languages that you want the form to be available in. For example, if you select Channel = Web chat and Queue languages = German, the form is available to end-users using the web channel and a German language queue.

4. To configure form details, do the following:

   1. In the Form template name field, enter an internal-facing form template name. Agents see the form template name when selecting a form in the chat adapter.

   2. In the Form title field, enter a title for the form. End-users see the form title on the contact card during a chat. For more information, see End-user experience.

   3. In the Form subtitle (Optional) field, optionally enter a subtitle for the form. End-users see the form subtitle on the contact card during a chat.

   4. In the Form External ID field, enter an identifier for the form on your form server.

   5. In the Preview URL field, enter a URL for the form preview that appears in the agent adapter. For the form preview, you can use the actual form or a generic form. If a form contains PII, Google recommends using a generic form preview to help the agent identify the correct form without viewing PII.

   6. To add a form image, do the following:

      1. In the Form image (Optional) field, optionally enter an image.

      2. Crop the image, and then click Crop.

      End-users see the form image on the contact card during a chat.

5. Click Save & Preview. The Template Preview dialog appears.

6. Do one of the following:

   • If the form doesn't appear as expected, click Edit. The Edit Form Template page appears again and you can change your edits.

   • If the form appears as expected, click Done.

Add a custom form

To add a custom form, follow these steps:

1. Follow the steps in Turn on forms.

2. On the Forms page, click Add template. The Add Form Template page appears.

3. To configure form settings, do the following:

   1. For Type, select Custom form.

   2. For Category, leave Chat selected.

   3. For Channel, select the Web chat checkbox.

   4. For Queue languages, select the queue languages that you want the form to be available in. For example, if you select Channel = Web chat and Queue languages = German, the form is available to end-users using the web channel and a German language queue.

   5. Optional: For Data Storage, select the Include form submission data as a CRM ticket comment checkbox to send form data to your CRM as a ticket comment.

4. To configure form details, do the following:

   1. In the Form template name field, enter an internal-facing form template name. Agents see the form template name when selecting a form in the chat adapter.

   2. In the Form title field, enter a title for the form. End-users see the form title on the contact card during a chat. For more information, see End-user experience.

   3. In the Form subtitle (Optional) field, optionally enter a subtitle for the form. End-users see the form subtitle on the contact card during a chat.

   4. To add a form image, do the following:

      1. In the Form image field, enter an image.

      2. Crop the image, and then click Crop.

      End-users see the form image on the contact card during a chat.

5. In the Form header field, enter the text that appears at the beginning of your form.

6. In the Form footer (Optional) field, optionally enter the text that appears at the end of your form.

7. Click Next. The Questions section appears.

8. To add a question to your form, do the following:

   1. Click Add question. The Add Questions page appears.

   2. In the Question type list, select the question type. The options that appear depend on the question type that you select.

   3. In the Question text field, enter your question.

   4. To configure the Mandatory toggle, do the following:

      • If you previously selected Toggle button in the Question type list: To require the end-user to turn on this toggle in the form before they can submit it, click the Mandatory toggle to the on position.

      • If you previously selected any value except Toggle button in the Question type list: To require the end-user to answer this question before they can submit the form, click the Mandatory toggle to the on position.

   5. Optional: To mask the text that an end-user enters into a text field, click the Masking toggle to the on position. The masking toggle appears only if you previously selected Text Entry in the Question type list.

   6. Optional: In the Placeholder text field, enter your placeholder text. This is not available for all question types.

   7. Optional: Add help text and a help image. This is not available for all question types.

   8. In the Character Limit field, enter a character limit for your text field. This is available only when Question type = Text Entry.

   9. In the Input type list, select a input type. Available only when Question type = Text Entry.

   10. Configure any remaining fields, and then click Add.

9. To add another question, click Add question and configure another question for your form.

10. Click Save.

Configure form data storage

Configure CCAI Platform to store your form data in external storage.

Set up external storage

Set up an external storage location where you can store your form data. For more information, see External storage.

Configure your instance to send form data to external storage

To configure your instance to send form data to external storage, follow these steps:

1. In the CCAI Platform portal, click Settings > Developer Settings. If you don't see the Settings menu, click Menu.

2. Go to the External Storage pane, and then click the toggle to the on position.

3. Select the Custom Forms checkbox. A default path to the form data files in your external storage location appears. You can edit the path.

4. Click Save.

Permissions

To help protect end-user data, viewing form data in external storage is controlled by CCAI Platform user roles. Only the Admin, Manager, Manager Admin, Manager Team, and Manager Data default roles have permissions to view form data in external storage.

If the default roles don't meet your needs, you can add a custom role that has permissions to view form data. You can configure custom role permissions in the Add Role dialog at Settings > Users & Teams > Roles & Permissions > Add Roles. In the Add Roles dialog, the form data settings are at the following location:

• Section: External Storage

• Page: Forms

• Feature: Form Data

What's next

• Use data collection forms