Data collection forms

With Contact Center AI Platform (CCAI Platform), an agent can send a data collection form to an end-user during a chat on the web channel or one of the mobile channels. You create the forms and host them on your own servers. Forms from third-party survey platforms aren't supported.

Before you begin

To turn on forms, you need your company secret code for authentication.

To get your company secret code, follow these steps:

1. In the CCAI Platform portal, click Settings > Developer Settings. If you don't see the Settingsmenu, click menu Menu .

2. Go to the Company Key & Secret Codepane. Your company secret code appears. You need this code when you turn on forms .

Turn on forms

To turn on forms, follow these steps:

1. In the CCAI Platform portal, click Settings > Forms. If you don't see the Settingsmenu, click menu Menu . The Formspage appears.

2. Click the Enable Formstoggle to the on position.

3. For Form Settings, click Configure. The Browser Form Settingspane appears.

4. In the Secretfield, enter your company secret code, and then click Save.

5. Click Backto return to the Formspage.

Add a form template

To add a form template, follow these steps:

1. Follow the steps in Turn on forms .

2. In the Formspage, click Add template. The Add Form Templatepage appears.

3. To configure form settings, do the following:

   1. For Type, select Browser form.

   2. For Channel, select the channel or channels that you want the form to be available in.

   3. For Queue languages, select the queue languages that you want the form to be available in. For example, if you select Channel= Weband Queue languages= German, the form is available to end-users using the web channel and a German language queue.

4. To configure form details, do the following:

   1. In the Form template namefield, enter an internal-facing form template name. Agents see the form template name when selecting a form in the chat adapter.

   2. In the Form titlefield, enter a title for the form. End-users see the form title on the contact card the during a chat.

   3. In the Form subtitle (Optional)field, optionally enter a subtitle for the form. End-users see the form subtitle on the contact card the during a chat.

   4. In the Form External IDfield, enter an identifier for the form on your form server.

   5. In the Preview URLfield, enter a URL for the form preview that appears in the agent adapter. For the form preview, you can use the actual form or a generic form. If a form contains PII, Google recommends using a generic form preview to help the agent identify the correct form without viewing PII.

   6. In the Form image (Optional)field, optionally enter an image for the form. End-users see the form image on the contact card the during a chat.

5. Click Save & Preview. The Template Previewdialog appears.

6. Do one of the following:

   • If the form doesn't appear as expected, click Edit. The Edit Form Templatepage appears again and you can change your edits.

   • If the form appears as expected, click Done.