How to create a conversational form?

You may want your customer to fill in a contact form, and essentially create a ticket in the Bold360 AI platform. In this case, you can turn the contact form into a conversation so that only one question (field) is presented at a time.

To set up a conversational form, do the following:

  1. In the AI Console, go to Channeling > Contact Forms.
  2. Search for a contact form that you want the task bot to show customers field-by-field.
  3. Click the pencil icon under the contact form that you want to edit.
  4. On the Settings tab, select Support as Conversational.
  5. Save your changes.
  6. Set up a channeling policy that uses the contact form:
    1. In the AI Console, go to Channeling > Channeling Policy.
    2. Click the Create channel icon above your list of policies.
    3. Name your channel and set its target audience. See How do I define a channeling policy?
    4. Under What to do, select Ticket for Channel type.
    5. Select Contact form for Button action.
    6. Select the contact form and ticketing interface that you want the bot to show your customers.
    7. Save your changes.

Contact forms that customers filled in are listed in Bold360 AI under Ticketing > Open Tickets.