Use the form messaging component to collect customer information quickly and securely in enhanced Apple Messages for Business or Enhanced Chat channels.
Required Editions
| View supported editions for Einstein Bots. |
| View supported editions for Messaging. |
| User Permissions Needed | |
|---|---|
| To build and manage Einstein Bots: |
Customize Application OR Modify Metadata OR Manage Bots |
This component is asynchronous. When the bot sends the component, the customer can continue the conversation and respond to the component later. Bots that use asynchronous components require careful configuration to ensure a natural conversational experience. Before adding this component to a bot, learn more about best practices for asynchronous components.
This component is available only for enhanced Apple Messages for Business and Messaging for In-App and Web channels.
In enhanced bots, forms time out after five minutes.
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From the Messaging Components page in Setup, create a form messaging component.
When you set up a form component, you specify a form title and a confirmation message. In the bot conversation, the title appears as the link to the form. When the customer submits the form, the confirmation message appears as a message from the customer.
- Go to the Bot Builder. Click Dialogs, and then select the dialog that you want to add the form to.
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Optionally, add a Message dialog step to prompt the customer to fill out the form.
- From the Dialog Component Library, drag the Message dialog step onto the canvas.
- In the Step Properties panel, enter your message to the customer.
- From the Dialog Component Library, drag the Form dialog step onto the canvas.
- In the Step Properties panel, enter the name of your messaging component to search for and select it. If you don’t see your component, refresh the builder and try again.
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The form messaging component is asynchronous, so tell the bot what to do after sending the
form. The bot can wait for customer input or move on to the next dialog step. See Conversation Design for Asynchronous
Components.
Note When exact matching or intent recognition are enabled, the customer can enter text that redirects the bot conversation to another dialog (for example, “Main Menu”), regardless of the option you select. - In the output section, select or create an ID variable to store the ID of the customer’s response. With this ID, you can create an Apex class or a flow to look up the customer’s response and use the information to customize the conversation.
- Tell the bot what to do if the variable already contains a value. The bot can keep the original value and skip the form, or the bot can send the form and override the original value.
- Optionally, select or create an object list variable to store the list of error types if the customer response results in an error. You can use Rule conditions and actions to customize the behavior of the Error Handler dialog based on the error variable. See Error Handling for Asynchronous Components.
- Save your changes.
To specify the bot’s behavior when a customer responds to the component, add a Rule action step after the component. The Rule action step ensures that whenever your customer responds to the component, their response is confirmed and the conversation is redirected appropriately. See Conversation Design for Asynchronous Components.