Manage Forms in Digital First Omnichannel

With Digital First Omnichannel, you can build forms to:

Each type of form has a slightly different configuration process.

Customer Contact (Case) Forms

Customer contact (case) forms allow you to define a specific set of custom fields to display to an agent based on the channel they are using.

Create Customer Contact (Case) Forms

  1. Click the app selector and select ACD.
  2. Go to DFO > Forms.

  3. Click Add new form.

  4. Enter a Name for the form. From the Type drop-down, select Customer Contact (Case).

  5. Click Save.

Assign Customer Contact (Case) Forms to Channels

After creating a customer contact (case) form, you can assign it to specific DFO channels. Any channel the form is assigned to will show only the custom fields you add to the form.

  1. Click the app selector and select ACD.
  2. Go to DFO > Forms.

  3. Identify the form you want to use and click Channels.

  4. Click Add to assign the form to each desired channel. Changes save automatically.

Add Custom Fields to Customer Contact (Case) Forms

You should create all your custom fields before performing this task.

  1. Click the app selector and select ACD.

  2. Go to DFO > Forms.

  3. Click Custom fields for the form you want to configure.

  4. From the Add field drop-down, select the custom field you want to display to the agent in the channels you added in the previous section. Click Add. Repeat this step for all fields you want to add.

  5. You can change the order of the fields on the form by clicking the blue up and down arrows in the Order column.

  6. You can click Set as required for any field on a customer contact (case) form. When a field is required, the contact must fill in that field in order to submit the form. After you click, the text color changes to blue and instead says Set as optional. Click again to make the field optional.

Public Secure Forms

Public secure forms allow contacts to safely share private information. For example, a contact could share their name, address, or phone number to sign up for a service you provide. You can determine which fields are visible to agents and how information is stored when you add fields to the form.

Create Public Secure Forms

  1. Click the app selector and select ACD.

  2. Go to DFO > Forms.

  3. Click Add new form.

  4. Enter a Name for the form.

  5. From the Type drop-down, select Public Secure Form.

  6. You can enter the Public form CSS link, Public form button label, and Public form success message.

  7. You can select the Send to external source? checkbox. This sends the form data to an external data source, such as a CRM system. Selecting this field requires you to enter the External source URL. If you select the Use SSL verification checkbox, enter the Secret Key.

  8. Click Save.

Add Custom Fields to Public Secure Forms

You should create all your custom fields before performing this task.

  1. Click the app selector and select ACD.

  2. Go to DFO > Forms.

  3. Click Custom fields for the form you want to configure.

  4. From the Add field drop-down, select the custom field you want. Click Add. Repeat this step for all fields you want to add.

  5. You can change the order of the fields on the form by clicking the blue up and down arrows in the Order column.

  6. You can choose the following settings for any field on the public secure form: Set as visible to agent, Turn storing data on, and Set as required.

Create a Quick Response

Public secure forms are sent as secure links from quick responses. If you don't complete this section, agents won't have access to use the form.

  1. Click the app selector and select ACD.
  2. Go to DFO > Quick Responses.

  3. Click Add in the top right corner.
  4. Enter a Name for the quick response.
  5. Click the quick response Type drop-down and select Dynamic content.
  6. Enter /iframe/list-of-public-secure-forms%s in the Dynamic content url field. This connects the quick response with the form.
  7. Click Save. You will be directed back to the Quick Responses page.
  8. Click Channels to select the channels you want the quick response to be available for.

  9. On the next page, click Add next to the desired channels.

  10. Click Back at the top when you are finished. Changes are automatically saved.

  11. Click Tags to select the tags you want the quick response to be available for.

  12. On the next page, click Add next to the desired tags.

  13. Click Back at the top when you are finished. Changes are automatically saved.

On the Quick Responses page, in the Limitations column, a number in parentheses indicates how many channels and tags you selected.

Precontact Survey Forms

You can create multiple precontact survey forms to collect information about a contact before starting a chat session or email conversation. You can narrow down what type of service they want before the chat or email even begins. This can help to meet a contact's needs more efficiently.

Create Precontact Survey Forms

  1. Click the app selector and select ACD.
  2. Go to DFO > Forms.

  3. Click Add new form.

  4. Enter a Name for the form.

  5. From the Type drop-down, select Precontact Survey.

  6. Click Save.

Assign Precontact Survey Forms to Channels

After creating a precontact survey form, you can assign it to specific DFO chat channels.

  1. Click the app selector and select ACD.
  2. Go to DFO > Forms.

  3. Identify the form you want to use and click Channels.

  4. Click Add to assign the form to each desired channel. Changes save automatically.

Add Custom Fields to Precontact Survey Forms

You should create all your custom fields before performing this task.

  1. Click the app selector and select ACD.

  2. Go to DFO > Forms.

  3. Click Custom fields for the form you want to configure.

  4. From the Add field drop-down, select the custom field you want. Click Add. Repeat this step for all fields you want to add.

  5. You can change the order of the fields on the form by clicking the blue up and down arrows in the Order column.

  6. You can click Set as required for any field on a precontact survey form. When a field is required, the contact must fill in that field in order to submit the form. After you click, the text color changes to blue and instead says Set as optional. Click again to make the field optional.