Contact form

Configure which information the bot should collect from the customer before transferring to human service.

Here you define which data will be requested by the bot before handing the service over to a human agent.

You can enable specific fields, make them mandatory and order the sequence in which the questions will be asked to the customer.

This setting is the platform default. It can be disabled entirely to define a custom contact form directly in the bot, as in the example here.

Using the default configuration, it is also possible to customize the contact form by service group, as in the example here.

How to Access

Access: Service / Digital Service / Contact Form, as shown in the Figure 1:

^{Figure 1: Contact Form.}

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Understanding the Interface

Table Columns

See all the Table Columns below in the Figure 2:

^{Figure 2: Table Columns.}

1- Description

Name of the information field that will be collected.

2- Active

Button to enable or disable the field in the form.

• Disabled (gray): The bot will not request this information

• Enabled (purple): The bot will request this information from the customer

3- Mandatory

Button to define whether filling the field is mandatory or optional.

Note: A field can only be marked as mandatory if it is active. Disabled fields cannot be mandatory.

4- Order

Arrows to define the sequence in which the questions will be asked.

• Up arrow: Moves the field up in the order

• Down arrow: Moves the field down in the order

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Available Fields

See the Available Fields below in the Figure 3:

^{Figure 3: Form fields.}

• Name

• Date of birth

• CPF/CNPJ

• Phone

• E-mail

• Registration number

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How to Configure the Form

Step 1: Enable Necessary Fields

^{Figure 4: Enable Necessary Fields.}

For each field you want to enable:

1. Locate the field in the table

2. Click the button in the Active

3. The button will turn purple when enabled

4. Enabled fields will be requested by the bot

Recommendation: Enable only fields that are truly necessary. Long forms increase abandonment.

Step 2: Define Mandatory Status

^{Figure 5: Define Mandatory Status.}

For each active field, decide whether it will be mandatory:

1. Make sure the field is active

2. Click the button in the Mandatory

3. The button will turn purple when mandatory

4. Customer will not be able to proceed with the handover without filling it out

Important: Use mandatory fields with caution. Many mandatory fields can frustrate the customer and cause abandonment.

Step 3: Order Fields

^{Figure 6: Order Fields}

Define the sequence of questions:

1. Use the arrows in the Order

2. Up arrow: moves the field up (asks earlier)

3. Down arrow: moves the field down (asks later)

4. The position in the table reflects the order of questions in the bot

Recommended order:

1. NAME (start with basic, less invasive information)

2. PHONE or EMAIL (contact details)

3. CPF/CNPJ (formal identification)

4. REGISTRATION NUMBER (if applicable)

5. DATE OF BIRTH (more sensitive information last)

Step 4: Save Settings

^{Figure 7: Save Settings.}

After defining active fields, mandatory status and the order:

1. Click the Configure button at the bottom

2. Changes take effect immediately

3. The bot will start using the new configuration on the next handover

Attention: Always click Configure after making changes. Without saving, changes will be lost.

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How It Works in Service

Customer Flow

When the customer requests human service:

1. Bot identifies need to hand over

   • Customer requests to speak with an agent or chooses an option that leads to a human

2. Bot starts collecting information

   • Before transferring to our team, I need some information

3. Bot requests configured fields

   • Asks one question at a time

   • Follows the order defined in the configuration

   • Validates answers according to field type

4. Bot handles mandatory fields

   • If a field is mandatory: requires a valid answer

   • If a field is optional: allows skipping

5. Bot finishes collection

   • Thank you for the information!

   • You will be transferred to our team

6. Bot transfers to queue

   • Customer enters the human service queue

   • All collected information becomes available to the agent in the Digital Workspace.

Agent View

When the agent takes over the service:

1. Pre-filled information

   • All collected data appears on the agent's panel

   • No need to ask again

2. Immediate personalization

   • If the name was collected: the agent can use it to personalize

   • If CPF was collected: systems can be queried internally

3. Faster service

   • Skips the identification step

   • Goes straight to the customer's issue

   • Reduces average handling time

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Relation to Other Features

Agent Workspace

Collected data is visible in the workspace side panel during the service here.

Reports

The collected information appears in:

• Service Report

• Can be filtered and exported

• Used for customer profile analysis

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Use Cases

The Contact Form is especially useful for:

• Speeding up identification - collecting data before human service so time is not wasted.

• Enriching the database - capturing valuable information from each customer who requests service.

• Personalizing service - allowing the agent to call the customer by name from the first message.

• Integrating with systems - providing CPF/registration number for automatic lookup in internal systems.

• Reducing service time - eliminating the manual step of collecting basic information.

• Analytics and reports - generating structured data about the profiles of served customers.