Sometimes you need structured information mid-conversation — an order number, a billing address, a support ticket intake. Instead of asking a series of manual questions, send a form and let the visitor fill it in right inside the chat window.
Send a form from the inbox
- Open the conversation in your Inbox.
- In the reply area, click the attachment / form icon (the paperclip or plus icon in the toolbar).
- Select Form from the menu.
- Choose the form you want to send from the list of your available forms.
- Click Send. The form appears as an interactive card in the chat window.
What the visitor sees
The visitor sees a form card in the conversation. They can tap or click to expand it and fill it in without navigating away. On submission, they see the thank-you message inline.
What you see after submission
As soon as the visitor submits, two things happen:
- The filled-in form data appears in the conversation timeline so you can see the answers in context.
- A ticket is created on the board linked to that form, with the full form data attached.
You can continue the conversation and refer to the submitted data in your replies.
Useful patterns
- Support triage — send a "Tell us more" form early in a chat to collect order ID, issue type, and priority before routing to the right agent.
- Escalation — at the end of a complex chat, send a summary form for the visitor to confirm the details of the issue before you create a formal ticket.
- Upsell / onboarding — send a short onboarding questionnaire during a first-contact chat to gather context for the account setup team.