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Improved Web Contact Form

In order to provide a better omnichannel experience, we’ve improved our web contact form, so it’s easier for your users to contact you via your website. With our latest enhancements, you’ll now be able to have app/brand specific contact forms so you can create unique contact experiences.

Use Cases

Gaming Company with Different Genres

If you are a Gaming company who has a Social Casino game, Mid-core game, and RPG game, then your Contact Us Form will have different values for “Issue Type.” Your RPG game may have “Live Event” as an Issue Type, but that won’t be applicable to your Social Casino game.

Multiple Apps with Different Platforms

You have four apps, but one of the apps is on Facebook, but the others aren’t. So you’ll want to have that app’s Contact Us Form have a platform value for Facebook, while the other three apps won’t.

Apps for Different Users

Your company has two apps–one for customers, one for operators (b2b). Both apps have different functions and will require specific information. Customer app may have “Issue Type” as refund, missing item, while Operator app may have undelivered and late pickup as “Issue Type.”

Customizing the Form

Each Web Contact Form is now controlled at the App Level, instead of in the General Settings section. This allows you to easily set different fields for your app/brand.

In your Settings page, click on one of your apps. Then you’ll see this section in the right pane.

After clicking the blue button above, you’ll be taken to the Form Editor where you can manage the content and required fields of the form:

1. Auto Tag Issues

  • Automatically add Tags to every new Issue filed from Contact Us Form
    • Example: Web, Non-mobile

2. Platform Dropdown

  • Select iOS, Android, Web (option to auto-tag each value with your own custom Tag)

3. User Name

  • Name of User
    • Example: Bob Moses

4.User Email

  • Email of User
    • Example: bob.moses@gmail.com

5.User Message

  • Textbox where User types in content of message

6. Attach File

  • Ability for User to attach file (image, pdf, etc) to their message

7. Custom Text Field

  • Add a text box so your Users can fill out additional information
    • Example: Device Model, City, Score/Level

8. Custom Dropdown

  • Add a list of predefined answers for your Users to select
    • Example: Issue Type, Market/Location, Country

Each field can have one or all of the following statuses:

1. Mandatory
User must fill out field or message will not be submitted

2. Optional
User is not required to fill out the field in order for message to be sent

3. Hidden
Field will not be shown to User

MetaData and Tags

When you are creating Custom Fields (Text or Dropdown), you’ll have the option to associate a Metadata Key or Tag to each value.

Metadata Key is the standardized data point that you will want to show up in your Custom Metadata inside the Issue. When a User submits text or a value via the message, then this will appear to the right of the Metadata Key.

Here is the published Form:

Here is how the Metadata looks after a message is sent from the Form:

Tags allow you to keep track of the selected values in Dropdown Forms. When the User selects an option from the dropdown and submits a message, then a corresponding Tag will be automatically applied to the Issue. You can then create a SmartView or run an Automation based off those Tags.

Here is where you add Tags to your custom Dropdown Field:

Supporting Multiple Languages

If your app is localized in more than one language, you can easily upload the translations for each form by using the widget in the Form Editor. You will see this box at the bottom of the page:

Published June 15, 2016
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