Forms & Surveys
How visitors experience forms and surveys inside the widget — field types, multi-step navigation, ratings, file uploads, and submission flow.
Overview
Forms and surveys appear as full-screen overlays inside the widget. They can be triggered by agents during a conversation, by the AI chatbot, by outreach automation, or when a visitor submits a feature request on the roadmap.
This article covers the visitor-facing experience. For building and configuring forms, see the Forms dashboard guide. For setting up surveys and viewing responses, see Surveys.
How Forms Appear
When a form is triggered, it takes over the widget's main area. Visitors see:
- Form title in the widget header
- Progress bar at the top (for multi-step forms)
- Question text with a required indicator (
*) if applicable - Input field matching the question type
- Next / Submit button at the bottom
Navigation is linear — visitors move forward step by step. Each step is validated before they can proceed.
Field Types
Short Text
A single-line text input for names, titles, or brief answers.
Long Text
A multi-line textarea for detailed descriptions or feedback.
Single Choice
Radio buttons where the visitor picks exactly one option from a list.
Multiple Choice
Checkboxes allowing the visitor to select one or more options.
File Upload
Drag-and-drop or file picker supporting images (PNG, JPEG, WebP), video (MP4), and PDF. Max 25 MB per file, with multiple uploads allowed.
Numeric Scale
A row of numbered buttons (e.g. 1–5 or 1–10) with configurable low/high labels like "Very Dissatisfied" to "Very Satisfied".
Additionally, forms may include a Welcome Message (intro text shown before the first question) and a Thank You Message (confirmation shown after submission).
Multi-Step Forms
Forms with multiple fields are presented one question at a time. A progress bar tracks how far the visitor has gotten.
Question is displayed
The visitor sees the current question, any subtitle or description, and the appropriate input field.
Visitor fills in the answer
Validation runs in real time — required fields are checked, email formats are verified, and file uploads are confirmed before the Next button becomes active.
Move to the next step
Clicking Next advances to the next question. This repeats until the final step.
Submit
On the last step, the button changes to Submit. After submission the form either shows a thank-you message or the widget closes automatically.
How Forms Are Triggered
| Trigger | What happens |
|---|---|
| Live agent | The agent sends a "Start Form" prompt in chat. The visitor sees the form name and an agent avatar, and clicks Start Form to begin. |
| AI chatbot workflow | The chatbot initiates a form as part of its conversation flow. Responses feed back into the chatbot session so the conversation can continue with context. |
| Survey / outreach | The form opens automatically based on outreach rules (page visit, time on page, custom event, etc.). |
| Roadmap | Clicking "Request a Feature" on the Roadmap tab opens the board's default form. |
Rating Form
After a live chat ends, the widget can prompt visitors with an emoji-based rating:
| Emoji | Rating |
|---|---|
| 😡 | Very Dissatisfied |
| 😟 | Dissatisfied |
| 😐 | Neutral |
| 😊 | Satisfied |
| 😍 | Very Satisfied |
The visitor taps an emoji, optionally adds a text comment, then submits. The rating is linked to the specific chat and agent. Visitors can also dismiss the prompt without rating.
AI Context Tool Forms
During an AI chatbot conversation, the bot may need structured data to proceed — for example, an order number or shipping address. In this case, a compact inline form appears directly in the chat with fields like:
- Text — single-line input
- Numeric — number input
- Boolean — Yes / No buttons
- Select — dropdown for picking one option
- Multi-select — checkboxes for picking multiple options
These fields can come pre-filled with values the AI already knows. After submission, the chatbot continues the conversation using the collected data.
Screenshots & Recordings
When enabled in the form's configuration, visitors see additional buttons to:
- Capture a screenshot — annotate and draw on a snapshot of the current page
- Record the screen — attach a screen recording to the form submission
These are especially useful for bug reports and visual feedback. A status indicator appears once a screenshot or recording is attached, with the option to remove it.
Validation & Errors
- Required fields must be filled before the visitor can proceed
- Email fields are checked for valid format
- File uploads are validated for type (images, video, PDF only) and size (25 MB max)
- Error messages appear below the field and clear automatically when the visitor corrects the input