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.  

If configuring the Inquiry Form on a per-office basis, URL Matching must be configured on the Look & Feel page. 

To edit the Inquiry Form, click Edit. 

There are 5 steps to set up the Inquiry Form.

To view the output of the Inquiry Form, they can be filtered in the transcripts area.

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.

Step 1: Inquiry Form Status

On the Default/No Office page select either on or off. 

On the office page, you can select Default/No Office, On, or Off.

Default/No Office will follow the Inquiry form settings on the Default/No Office page.

Step 2: 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: Ocelot's recommendation is to make the questions optional to not deter users from engaging with the bot. 

Step 3: Create a Lead in Message

Creating a lead-in message is optional. It 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. 

Step 4: Select questions

At least one question must be selected.

Step 5: Set up email notifications and destinations

Determine how often you would like to receive notifications:

  • 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 Client Admin>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 that email recipients must be granted either Chatbot-Administrative or Chatbot-Standard role in order to access Chatbot Transcripts.
    • Note: An email will be sent each night regardless if an inquiry form was submitted the day before. 
  • 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 Client Admin>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 Chatbot > Transcripts.

If you want to receive the notifications, enter the email address of each recipient. Click enter, after entering the email address. Email recipients must have Chatbot - Administrator or Chatbot - Standard permissions to access the Inquiry Form Transcripts. 

Click Save.

Inquiry Form Transcripts

There is a new Chatbot>Transcripts filter to filter transcripts that contain any Inquiry Form information. The filter values of yes, no, and blank can be selected. The filter can be used in combination with any other filter. 

Transcripts can be downloaded into a CSV file.

Transcripts that contain Inquiry Form information will be included in the CSV file. There is a column for each question that has data.