This section of the user guide is focused on setting up the inquiry form. To help you navigate the article we have broken it down into the following sections:


What is the inquiry form?

The inquiry form tool delivers the ability for clients to collect information about users interacting with their chatbot in order to capture more high-quality leads to increase enrollment. When the inquiry form is enabled and configured, the chatbot presents selected questions to users as soon as the chatbot is opened in order to collect information.


The inquiry form can be configured on the Behavior Settings page either globally (for all offices) or by office.  


Note: If configuring the inquiry form on a per-office basis, URL matching must be configured on the Look & Feel page. For information on how to configure the URL matching, review the Look & Feel: URL Matching article.


Who has access to the inquiry form settings?

The Behavior Settings page is available to individuals with the following permissions: 


Administrative

Standard

Limited

View Other Offices

View/Edit


For more information on user permissions, review the User Roles & Permissions article.



How do I update the inquiry form settings?

  1. On the Behavior Settings page, select the Edit button.
    • To edit the office inquiry form settings, select the office tab. Then select the dropdown arrow next to the office you want to edit, and the edit button.
  2. Set the Inquiry Form Status field
    • On the Default/No Office tab select either on or off. 
    • On the Office tab, you can select Default/No Office, On, or Off.
      • Default/No Office will follow the Inquiry form settings on the Default/No Office page.
  3. Determine if you want the questions to be required

    • If the toggle is in the 'No' position, the questions will be optional and the user will be able to Skip Question(s) and proceed to interact with the bot. 
    • If the toggle is in the 'Yes' position, the questions will be required and the user will have to answer the questions in order to engage with the bot. 
      Note: We recommend making the questions optional to not deter users from engaging with the bot


  4. (Optional) Create a Lead in Message

    • Creating a Lead in Message will override the current Welcome Message of the bot.
    • We recommend using the lead-in message to tell users if the questions are required or optional, and how to answer a question that may not apply to them (e.g., NA). 
    • If you don't want to lose the text of your Welcome Message, you can copy your current Welcome Message here, and then end with what you would want your lead in message to be.  
      Example: This is what the lead in message will look like for the chatbot end user.
  5. Select questions 
    • Select at least one question from the list of options.

  6. Set up the email notifications and destinations. Determine how often you would like to receive notifications: 
    • Email notification
      • Daily Digest  -  an email containing a link to download Inquiry form data will be sent to the email address(es) provided daily. Chatbot - Administrators can list any valid email address in the email address field, even if the email recipient is not an admin. The email includes a link to the Admin Portal>Chatbot>Transcripts page which is pre-filtered for the transcripts with inquiry form data from the previous day (12 am - 11:59 pm). The transcripts can be exported as a CSV file. 
        Note: Email recipients must be granted either chatbot-administrative or chatbot-standard role in order to access chatbot transcripts.


      • Immediately - an email is sent immediately after a chatbot user finishes answering the inquiry form questions. This option can be used to provide recruitment officers lead information quicker so that they can respond to a prospective student immediately. The immediate email includes a link that takes the user to the Admin Portal>Chatbot>Transcripts page with that conversation detail view opened and visible.



        • Both email notification options can be selected if desired. Email notifications are not required, but if neither option is selected, then you will need to manually retrieve inquiry form data from the Chatbot>Transcripts page.

        • If you want to receive the notifications, enter the email address of each recipient. Press Enter. Email recipients must have chatbot - administrator or chatbot - standard permissions to access the inquiry form transcripts. 
  7. Select Save.


Inquiry Form Transcripts


Chatbot transcripts can be filtered by inquiry form. 


To filter transcripts that contain any Inquiry Form information, From the inquiry form filter dropdown select yes. The filter can be used in combination with any other filter. 


Transcripts can be downloaded into a CSV file by selecting the save icon.


Transcripts that contain inquiry form information will be included in the CSV file. There is a column for each question asked on the inquiry form.



Note: A webhook can be used to allow external systems, through an open API, to collect the results of the Inquiry Form.  For documentation on how to set up an API to collect the results of the Inquiry Form, please submit a Freshdesk Support Ticket.