Behavior Settings: Inquiry Form

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?
• Who has access to the inquiry form settings?
• How do I update the inquiry form settings?
• Inquiry Form Transcripts

What is the inquiry form?

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

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

How do I update the inquiry form settings?

• 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.
• 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.
    
    
• Choose the Inquiry Form Initiation
  
  There are two options available for inquiry form initiation:
  When starting a conversation or when engaging with a Live Agent
  
   
  
• If you have chosen When starting a conversation, the virtual assistant presents selected questions to users as soon as the virtual assistant is opened in order to collect information to increase leads captured. 
• If you have chosen When engaging with a Live Agent, the virtual assistant presents selected questions to users immediately after the users select yes to the question "I have someone available now to chat, would you like me to connect you?" indicating they would like to connect with a live agent. This option streamlines the initial interaction between live agents and non-authenticated users, such as prospective students. By prompting users to enter basic personal information (e.g., name) before starting a live conversation, agents can offer a more personalized experience. This approach also seeks to increase leads captured.
  • If Require Live Conversation Authentication is enabled, the inquiry form won't be shown during agent engagement, as the student is already authenticated. 
    
    
• 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 with the conversation.
    
    
  • 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 virtual assistant or a live agent.
     
• (Optional) Create an Introductory Message
  • The introductory message is shown to users before any questions are presented. 
  • If you have chosen to trigger the inquiry form When starting a conversation, creating an Introductory Message will override the current Welcome Message of the virtual assistant. 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. 
  • If you have chosen to trigger the inquiry form When engaging with a live agent, creating an Introductory Message presents the message to users immediately after the users select yes to the question "I have someone available now to chat, would you like me to connect you?" indicating they would like to connect with a live agent. 
  • Consider using the introductory message to tell users why they are being asked the questions, if the questions are required or optional, or how to answer a question that may not apply to them (e.g., NA).
    
    
• Select questions 
  • Select at least one question from the list of options.
    
    
• 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. Virtual Assistant - 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>Virtual Assistant> 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 a Virtual Assistant-administrative or Virtual Assistant-standard role in order to access virtual assistant transcripts.

      
      

    • Immediately - an email is sent immediately after a virtual assistant 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>Virtual Assistant>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 Virtual Assistant>Transcripts page.
        
        
      • If you want to receive the notifications, enter the email address of each recipient. Press Enter. Email recipients must have Virtual Assistant - administrator or Virtual Assistant - standard permissions to access the inquiry form transcripts. 
• Select Save.

Inquiry Form Transcripts

Virtual Assistant 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.