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.
- Above the message box, open the Start menu, next to AI Tools and Insert.
- Choose Forms. (Typing
!into the empty message box opens the same picker.) - Pick a form from the dropdown and click Launch.
The picker lists every form in your organisation, grouped under the board each one feeds — it is not limited to any one board. Whichever you send, the resulting ticket is created on that form's own board, not on the board you happen to have open.
What the visitor sees
The form opens in the visitor's widget straight away, as a set of steps they work through without navigating away. On submission they see the thank-you message inline. On your side the conversation timeline records a private note reading Form "your form name" launched, so your colleagues can see that a form was sent and which one.
What you see after submission
As soon as the visitor submits, two things happen:
- A short confirmation line appears in the conversation timeline carrying the new ticket's ID — the answers themselves are not shown there.
- A ticket is created on the board that form feeds, with the full form data attached.
Open the ticket on its board to read the answers, then carry on with the conversation.
When you cannot send a form
Two things switch the menu entry off, and each has a different fix:
- Your organisation does not have forms. The whole entry is disabled when the account has no active subscription, or no Feedback boards & bug tracker add-on. This is an account-level thing, not a personal permission — ask whoever manages your billing.
- The conversation came from Facebook or Instagram. Forms only run inside the Yaplet chat widget, so they are refused on social conversations. Ask your question in the chat instead.
A blocked visitor is different again: the message box is replaced by a locked panel, so the Start menu is not there at all until someone lifts the block.
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.