Add a form

Feature coming soon

A form in Canned Responses is a collection of templated pages that are used to gather structured information from customers. A page is an atomic building block of the form and the templated page types are optimized to guide the customer throughout the information gathering process. You can create up to 20 pages in a form.

Agents or bots can send forms in a message interaction. Agents can send a form from the Canned Responses panel. Forms can be sent from a bot by adding the form action in a digital bot flow.

To create a form, follow these steps:

Click Admin.
Under Contact Center, click Canned Responses.
Click Menu > Digital and Telephony > Orchestration Assets > Canned Responses.
Click Add Response.
In the Response Name box, type a meaningful name. Agents see this name when inserting the canned response from the Canned Responses panel and bot authors also see this name when configuring the form action in a digital bot flow.
The Libraries list displays the library name that you previously selected in the Libraries tab. To specify a different library, click the library name from this list.
Under Response Type, select Form.
In the Form info section, type a brief description about the form in the Form description box.
In the Form prompt section, specify a prompt or message that requests customers to fill the form. A prompt can have 512 characters.
- Title – Type a suitable title for the prompt. For example, “Event registration.”
- (Optional) Subtitle – Type a subtitle that briefly describes about the form. For example, “Take 2 minutes to register yourself for the webinar.”
- (Optional) Image – Upload an image that is relevant to the prompt. For example, you can upload a company logo, a product-specific image, or an action button that is relevant to the prompt.
In the Form confirmation section, specify the following information, which is displayed to the customer as a response or confirmation message after they submit the form.
- Title – Type a suitable title for the confirmation message. For example, “Thank you!”
- (Optional) Subtitle – Type a subtitle that briefly describes about the confirmation message. For example, “Your event registration is successful!”
- (Optional) Image – Upload an image that is relevant to the confirmation message. For example, you can upload a company logo or a button to close the form.
(Optional) In the Introduction page section, add an introductory page. Use this page to introduce the form to customers by describing the form. As part of the introduction, you can add instructions to fill the form, any limitations, or restrictions that the customer must be aware of before filling the form. The introductory page can contain 512 characters. Genesys recommends creating an introductory page as a best practice.
1. Click Add introduction page. Specify the following:
  - Title – A meaningful title for the introduction.
  - Subtitle – Briefly type the introductory message that you want to communicate to the customer before they start filling the form.
  - (Optional) Upload image – Upload an image that is relevant to the introductory message.
  - Button label – Type the button label, the default label is Continue. Customers tap this button to navigate to the downstream pages in the form. A button label can contain 25 characters. For example, Start, Continue, and so on.
2. To open the introductory page block to review or edit the page elements, click Expand .
3. To close the introductory page block, click Collapse .
4. To delete the introductory page, click delete .
In the Form pages section, create pages to collect different types of information from customers. For more information on creating pages, see Create pages in a form.
In the Form summary section, if you want customers to review a summary of values they selected in the form before they submit it, toggle the Show summary button to on. This option is disabled by default, however, as a best practice, Genesys recommends turning this option on.
To create another response, enable the Create Another check box. The new response belongs to the same library by default. However, you can select a different library if necessary.
Click Save.

Create pages in a form

Genesys Cloud offers the following page types:

Note: Changing the page type after creation of a page will clear the contents of the page.

List picker pageClick to expand

Use the list picker page to provide a list of options for customers to select their choice. You can make the list as single-select or multi-select and associate an image to the list options to make the list intuitive.

To create a list picker page, perform the following steps:

In the Form tab, in the Form pages section, click Add page .
Select List picker from the list. Specify the following:
- Page type – Ensure that the List picker option is selected.
- Title – Type a meaningful title for the list.
- Subtitle – Type any additional message that you want to communicate to the customer about the options they would choose.
- Select type – Select the type of picker, which the customer uses to select the options. You can select either the List or Wheel option.
  - List – Select this option if you want to provide a drop-down list for customers to select the options.
    - Multi-select – If you want customers to select multiple options from the drop-down list, toggle this button.
    - In the Options section, add the drop-down options. You can add up to 100 options and the option name can have 60 characters. You can also upload an intuitive image that matches the option that you create.
  - Wheel – Select this option if you want to provide a wheel or scroll type of selection for customers to select the options in the wheel.
    - In the Options section, add the options. The option name can have 60 characters. You can add up to 100 options, however, Genesys recommends creating not more than 20 options for a better user experience. You cannot upload an image for the options displayed in a wheel picker.
- To add more options, click Add option.
- To reorder the options displayed in the list, click and .
- To delete the option, click delete .
To open the list picker page block to review or edit the page elements, click Expand .
To close the list picker page block, click Collapse .
To reorder the pages displayed in the list, click and .
To add more pages to the form, click Add page.

Date picker pageClick to expand

Use the date picker page if you want to collect date-specific information from customers such as date of birth, document issue or expiry dates, and so on.

To create a date picker page, perform the following steps:

In the Form tab, in the Form pages section, click Add page
Select Date picker from the list. Specify the following:
- Page type – Ensure that the Date picker option is selected.
- Title – Type a meaningful title for the date picker.
- Subtitle – Type any additional message that you want to communicate to the customer about the date selection.
- Date format – Select the preferred date format from the list. Currently supported date formats are: MM/DD/YYYY, DD/MM/YYYY, and YYYY/MM/DD.
To open the date picker page block to review or edit the page elements, click Expand .
To close the date picker page block, click Collapse .
To reorder the pages displayed in the list, click and .
To add more pages to the form, click Add page.

Input pageClick to expand

Use the input page if you want customers to provide written information such as open ended feedback, problem description, etc. An input page collects only one specific information, if you want to collect more free form input data, use multiple input pages.

To create an input page, perform the following steps:

In the Form tab, in the Form pages section, click Add page .
Select Input from the list. Specify the following:
- Page type – Ensure that the Input option is selected.
- Required – Toggle the button to make the input page as mandatory. By default, the toggle button is disabled.
- Title – Type a meaningful title for the input page.
- Subtitle – Type any additional message that you want to communicate to the customer about the input field.
- Placeholder text – Type the label for the input field. The label can contain 60 characters.
- Input type – Select whether the customer can provide a single line input (up to 30 characters) or multiple lines input (up to 300 characters). Select Single or Multi-line options accordingly.
To open the input page block to review or edit the page elements, click Expand .
To close the input page block, click Collapse .
To reorder the pages displayed in the list, click and .
To add more pages to the form, click Add page.

[NEXT] Was this article helpful?

Get user feedback about articles.