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

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, and call-script.




Authentication buttons

















File Upload




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.

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 (default 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.


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:


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


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 a parameter in the right corner of the 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.


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.


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.


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.


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.


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.

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 set 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 at the widget level chat, do the following: Settings -> WebChat -> Select the WebChat widget -> WebChat -> Chat Forms, where you select the entry, feedback, or offline form by name. Don't forget to save your settings.

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