Forms

In this section you will find instructions on how to edit entry, feedback, offline, call-script to best serve your company's needs. Find out how to add forms to the WebChat widget below on this page

Since version 2.87 we also include a special kind of forms, already well-known Hero Cards (usable in chat with the client).

The Forms editor can be accessed via Settings -> Forms. Form settings can be made by users with minimum Tenant admin permission.

When you enter the section, you will see the different types of forms. Click on the Copy icon to edit the basic layout of the selected form. However, you can also build your own.


Default and custom forms

In the following table, you can see the possibilities of using each component across different types of forms - entry, feedback, offline, call-script.

Component Entry Feedback Offline Call script
Text
Image
Video
Field
List
Authentication buttons x x x
GDPR x x x
Rating x x x
Feedback x x x
Transcript x x x
File Upload x x x


Create a new form

To create a new form, click the Add button. First, choose a name for the form and select its type. You can then select an existing form in the Created from field. The last thing to select when creating a new form is its location in the (if you do not select a location in the directory the form will be added to the default folder - All Forms). Then just click on the Create button.

A new form editing panel will appear. While editing a form, you can change the title, location and type (editor/Iframe) of the form. It is also possible to switch between different languages for the form.


Tip: The language of the chat form is controlled by the language set in the client's browser. In addition to your basic language, we recommend setting a foreign language, preferably English (deafult value).

The Model situation would then look like this: your company has set up a form in Czech and English. A client with a German browser localization enters the chat, and because your form is not set to German, the English form is displayed.


Iframe

Want to use custom forms in WebChat? When creating a new form, click on the Iframe tab and enter the source address of your custom form in the URL field. You can use it for all types of forms: entry, feedback, offline and call script.


Form Editor

First, let's look at the Forms Editor. Click on the Add button and select one of the four types of fields from which you can compose the form.


Form field types:


Text

Classic text field supporting rich text format. You can change font size, style and line spacing or add bullets and hyperlinks.


Field

First, name the field type by clicking the pencil icon. Then choose one of the 5 types that the field can have:

  • text line - line for inserting shorter text, such as first and last names.

  • text field - field for inserting and editing longer text. Click on Preview to immediately see the changes you are making to the form. For example, you can adjust the size of the text box by moving the bottom right corner.

  • e-mail - the field for inserting an e-mail address checks the format of the address.

  • number - a field that only allows the entry of digits.

  • phone - field to enter a phone number. Checks the standard phone number format.

Finally, assign parameter in the right corner of Pole. You can choose from the preset parameters or add your own.

You can also mark the field as Mandatory. If the client sees a mandatory field in the form, they cannot confirm the form submission without filling it in. When you are finished with your edits, click the Save button.


List

Another option is to insert a List. First name the list and assign it a parameter. You can choose from two types of lists: radio button or dropdown list. To add options to the list, click the + button. You can then check your edits in the preview before saving the form. As with Field, selecting a value from the list can be made mandatory.


GDPR

The last field type is GDPR, which is used to grant client consent. The field contains a checkbox and preset text. You can edit the consent text at any time in GDPR. The GDPR field is always mandatory.


Rating

In the feedback form you can select one of four forms of evaluation of the session. You can check the visualization of the selected evaluation in the chat preview on the right side. You can select:

  • Thumbs,

  • Stars,

  • Smiles,

  • NPS (Net Promoter Score) - using a scale of 0-10 instead of the standard scale of 1-5.

Once you select and save one of the rating options, the other three disappear from the list.


Feedback

You can also insert a feedback field for the client in the output form. Each user can adjust the size of the field to suit their needs by scrolling to the bottom right corner of the component.


Transcript

The last field type you can insert into the output form is Transcript. This field allows the client to have a text transcript of the conversation sent to their email. The E-mail address of the client is automatically pre-filled if they have previously entered it in the chat entry form.


Tip: You can change the order of fields in the form at any time by dragging and dropping them. You can change the position by grabbing a field in the upper left corner and dragging it with the mouse.


How to assign a form to a WebChat widget

You've created a new form and it's time to bring it to life. To set up the form in the package level chat, do the following: Settings -> WebChat -> Select the WebChat package -> Chat -> Chat Forms, where you select the entry, feedback or offline form by name. Don't forget to save your settings.



Hero Cards

Under the name Hero Cards are interactive forms, offering new ways to connect customer care and sales, as well as advanced work with structured data and advanced reporting. Hero Cards are one of the premium features of mluvii, so you will only find them in your administration if your company's licenses include this feature.


Want to try Hero Cards? We'd love to show you how to use Hero Cards to their best advantage. Contact your sales representative or chat with us on our website.


The Hero Cards editor is accessed via Settings -> Forms. Form settings can be made by users with minimum Tenant admin permissions.

Component WebChat Apple Messages for Business
Text x
Image x
Video x
Field x
List x
Confirmation buttons x
Authentication buttons x
Time selection
Catalogue
Quick Reply
Request for payment x

You can also come across Herocards in the case of the WhatsApp communication channel. Unlike other herocards, WhatsApp herocards cannot be edited. Their content and form is defined outside the mluvii platform. For more information, see here.


How to create a new Hero Card

To create a new Hero Card, click on the Add button. First, choose a form name (in this case, Hero Card). Next, select the type (Hero Card) and select the channel the Hero Card will be used for (WebChat or Apple). You can then select an existing Hero Card in the Created from field. The last thing to select when creating a new Hero Card is its location in the (if you do not select a location in the directory the form will be added to the default folder - All Forms). Then just click on the Create button.


Tip: The language of Hero Cards is governed by the language that the client has set in the browser (or on the device). In addition to the basic language (e.g. Czech), we recommend setting a foreign language, preferably English (deafult value).

Tip: The Hero Card menu in the operator interface is displayed according to the language of the client's browser. However, the operator can switch the Hero Card language at any time. For more information, see Hero Cards for Operators.


Editing Hero Cards

First, let's look at the Editor of Hero Cards. Click on the Add button and select one of the available field types from which you can compose Hero Cards. Caution when creating Hero Cards for Apple devices (when used in conjunction with Apple Messages for Business) where only one component can be used in each Hero Cards.


Types of Hero Card components:

Text

Classic text field supporting rich text format. You can change its size, font style and line spacing or add bullets and hyperlinks.


Image

If you choose to use an image, you must first upload it within files. To select an image, click in the space with the image symbol and select the specific file in the window that opens. You can also fill in the URL, which will redirect the image to your website.


Video

Similar to the image, you can also add the video you previously uploaded to the files tenant in the same way.


Field

First, name the field type by clicking the pencil icon. Then choose one of the five functions the field can have:

  • Text line - line for inserting shorter text, for example first and last name.

  • Text field - field for inserting and editing longer text. Click on Preview to immediately see the changes you are making to the form. For example, you can adjust the size of the text box by moving the bottom right corner.

  • E-mail - the field for inserting an email address controls the form of the address.

  • Number - a field that only allows you to type numbers.

  • Phone - a field to enter a phone number. It checks the standard format of the phone number.

Finally, in the right corner of Field, assign parameter, or a variable. You can choose from the preset parameters, or add your own.

You can also mark the field as Mandatory. If the client sees a mandatory field in the form, they cannot confirm the form submission without filling it in. When you're done with your edits, be sure to Save your changes.


List

Another option is to insert a List_. First name the list and assign it a parameter. You can choose from two types of lists; radio button or drop-down list. To add options to the list, click on the + button. You can then check your edits in the preview before saving the form. The list, like the Field, can be made mandatory.


Confirmation buttons

Confirmation buttons always appear at the end of the Hero Card. They are inserted automatically if you use the Field or List component in the Hero Card editor. If you have only inserted a Text Field into the Hero Card, the confirmation buttons will not be added automatically, but you can insert them manually. The Buttons are used to record confirmation or rejection of information or offers in the Hero Card.


Authentication buttons

You can use this component as an alternative way to identify a client using a Facebook or Google account. You can force the use of the component by selecting the "required field " checkbox.


Selection of time

The Time picker component allows the client to select one of the offered times/dates (e.g. for the purpose of making an appointment). These times are always added to the specific Hero Card by the operator before sending the Hero Card. Don't forget to select the parameter that will be used to save the option selected by the client.


List picker

With the catalogue function, you can give the client a choice between two (or more) products, for example. The client then simply clicks on one product to select the option and then confirms.


Quick Reply

You can use this component when you want the client to select and confirm one of the options. For both WebChat and Hero Cards for Apple devices, we can give the client up to 5 options to choose from.


Tip: The Hero Identification Card should be used as an alternative to the mandatory entry form. You don't necessarily need to have a mandatory entry form set up and instead use the Identification Hero Card at the right time when you need to get identification information from the client.

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