Work

Smart Forms

Collect the information you need through conversation instead of static forms, so fewer customers drop off.

Smart Forms lets your agent collect form data through conversation: it asks for each required field, skips anything the customer already said, and submits when it has everything. Use it for venue inquiries, pricing requests, contact details, or any intake you would otherwise send as a static form that customers abandon.

Smart Forms works on every channel: chat, voice, and phone calls.

How it works

When a customer needs to provide information, your agent:

Asks conversationally. It asks for information one piece at a time instead of showing a form.
Tracks what's already provided. If a customer mentions their email earlier, the agent won't ask for it again.
Adapts to the channel. On voice, it asks one question at a time. In chat, it can collect several pieces of information at once.
Asks only for required fields. It collects only what you marked as required, so forms finish faster.

Smart Forms are workspace-scoped. Each workspace creates and manages its own forms, and submissions are stored within the workspace. See Workspaces.

Set up Smart Forms

Enable Smart Forms

Open your agent's configuration, go to the Actions section, enable Smart Forms, and save.

Create a form

Go to Smart Forms in your dashboard and click Create Form. Give the form a name and description, then add fields. For each field, set the name, the type, validation rules, and whether it is required or optional. The agent asks only for required fields.

Write form instructions

Tell your agent when and how to use the form. For example: "When a customer wants to [specific action], use Smart Forms to collect: [list of required information]. Ask for one piece of information at a time in voice calls, or collect it in the flow of chat conversations. If the customer has already provided any of this information, don't ask for it again."

Assign the form to your agent

In your agent's Smart Forms configuration, select which forms this agent can use. Add form-specific instructions if needed.

Set notification emails

Enter the email addresses that receive submissions. Optionally configure email templates and auto-confirmation emails to customers.

Test it

Use the test chat to trigger form collection. Check that the agent asks for every required field, that submission and notifications work, and that the data is stored.

You should see the submission in Smart Forms and a notification at the addresses you set.

Field types

Type	Use for
Text	General text like names, addresses, or descriptions. Use for open-ended responses.
Email	Email addresses, with automatic format validation before submission
Phone	Phone numbers, with optional formatting preferences and validation rules
Number	Quantities, prices, or IDs. Supports min/max validation.
Date	Dates with automatic formatting. Supports various date formats and validation.
Select	Predefined options such as categories, preferences, or statuses

Collection flow

Step	In chat	On voice
1. Trigger	The customer asks to share information, for example "I would like to host an event at your venue" or "I would like to know more about your prices."	Same
2. Pick the form	The agent identifies which form fits the request.	Same
3. Check history	The agent checks what the customer already provided.	Same
4. Ask	The agent asks only for missing required fields in the flow of conversation.	The agent asks for one missing field at a time and waits for each answer.
5. Confirm	The agent extracts data from replies, including details mentioned earlier.	The agent confirms the information before submitting.
6. Submit	The form submits automatically once every required field is collected.	Same

For example, if a customer says "My email is john@example.com" early on, or gives their name when introducing themselves, the agent captures it and doesn't ask again.

What happens on submission

When a form is submitted:

The form data is stored in your account.
Contact information (name, email, phone) is extracted and a contact is created or updated.
Notification emails are sent to your team, including the form data (if configured).
The customer receives a confirmation (if enabled).

Best practices

Keep forms short. Too many fields frustrate customers, especially on voice.
Use clear field names your agent can understand and say back to customers.
Explain why you collect each field in your instructions, so the agent can give customers context.
Test on voice. Voice forms ask one question at a time, which takes longer than chat.
Plan for partial submissions. Decide what happens when customers don't finish, such as saving partial data or sending reminders.

Troubleshooting

The agent is not using forms

Check that Smart Forms is enabled for the agent, the form is assigned to it, and your instructions say clearly when to use the form.

Fields are missing

Make sure every required field is defined and that your form instructions mention each one. Test collection to find the gap, then make the instructions more explicit.

Form submission fails

Check the form configuration for errors and confirm the notification emails are valid. Review error logs and test a submission manually.

The collection experience feels slow

Use fewer fields, clarify your instructions, and test in each channel. Consider splitting a complex form into several simpler ones.

Next steps

Smart Tickets

Hand off issues your agent can't solve.

Contacts

See the contact records your forms create.

Actions

See how Smart Forms works with other agent capabilities.