Forms and appointments
Define what an agent collects with a form, connect it to an agent, and review appointments and inquiries it captured.
What you will achieve
An agent will ask callers for the details you choose, and each finished call will leave a record you can review.
Where things are
Appointments in the sidebar has two tabs: Appointments (the records) and Forms (what to collect).
Step-by-step: build a form
- Open Appointments, then the Forms tab, and choose New form.
- Enter a Name (for example Website Service Inquiry) and an optional Description. Optionally tick the Agents that should use it.
- The form starts with Name, Phone and Email. Choose Add field for more.
- For each field set the Label, Type, whether it is Required ("the agent asks for it if the call is ending without it"), an optional Hint for the agent (never read aloud) and, for choice fields, Choices (one per line).
- Choose Save form.
Field types: short text, long text, phone, email, number, date, dropdown, multiple choice and checkbox.
The How it reads panel shows roughly what the agent is told, in two groups: what it needs before the call ends, and what it picks up if it comes up naturally. It is guidance, not a script.
Connect the form to an agent
Either tick the agent on the form page, or on the agent's Tools tab switch on Collect details with a form and choose the Form. An agent uses one form, so choosing another replaces it.
Review what was captured
On Appointments, the cards show Appointments, Inquiries, Captured by agents and High interest. Records can be filtered by status and opened for the customer's details, the captured information, the conversation (Open call) and notes.
| Record type | Statuses |
|---|---|
| Appointment | pending, confirmed, completed, cancelled, rescheduled, no show |
| Inquiry | new, contacted, interested, not interested, converted, closed |
Appointments can be rescheduled or cancelled from the record. Create record adds one by hand, stored exactly like one the agent captured.
Configuration details
- Captured values are stored against each field's key, so renaming a label does not orphan data already collected.
- By default the answers are saved after the call. Saving them live during the call is an option that makes replies slower.
- Deleting a form stops agents collecting with it; records already captured are kept.
Testing
Attach the form, run a Chat test and give the details, then check Appointments for a record.
Expected result
A record appears with the details the agent heard.
Troubleshooting
- Nothing is captured. Make sure a form is chosen on the agent, saved, and the call finished.
- A field is empty. The caller never said it; mark it Required so the agent asks.
Related guides
Something here does not match what you see in the dashboard? Let us know.