Build pre-call forms

Pre-call forms are shown to customers before they connect with an agent. They let you collect useful information — such as the customer’s name, account number, or reason for calling — so your agents are better prepared when the call starts.

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Before you start

• You need the Admin or Owner role, or belong to a group with the Manage forms permission.
• Go to Admin console → Forms.

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Create a form template

1. Go to Admin console → Forms.

2. Click New form.

3. Fill in the template details:

   Field	Description
   Template name (required)	A descriptive name, e.g. “Sales pre-call form”
   Category	Helps organize your templates
   Description	An internal note about what this form is used for
   Active	Toggle to make the form available for use in widgets

4. Click Done.

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Add fields to a form

After creating the template, add the fields that customers will fill in:

1. Open the form template for editing.

2. Click Add field (or the equivalent add button).

3. For each field, configure:

   Setting	Description
   Field label (required)	The question or label the customer sees, e.g. “Your name”
   Placeholder text	Hint text shown inside the field, e.g. “Enter your full name”
   Required field	Toggle on if the customer must fill in this field before proceeding
   Help text	Optional guidance shown below the field
   Options	For dropdown or multiple-choice fields: add each option
   Min length / Max length	For text fields: set character limits

4. Repeat for each field you want to add.

5. Click Done when finished.

Tip

Keep pre-call forms short. Customers are less likely to abandon a call if the form has only 2–4 fields. Only ask for information your agents genuinely need before the call.

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Preview a form

Before linking a form to a widget, preview it to check how it looks to customers:

1. Go to Admin console → Forms.
2. Click Preview in the Actions column next to the form template.

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Duplicate a form template

If you need a similar form for a different team or use case, duplicate an existing template:

1. Go to Admin console → Forms.
2. Click Duplicate in the Actions column.
3. Confirm the duplication.
4. The new copy appears in the list. Click Edit to rename it and make adjustments.

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Activate or deactivate a form template

A form template must be Active for it to be selectable in widget settings.

1. Go to Admin console → Forms.
2. Click Edit next to the form template.
3. Toggle Active on or off.
4. Click Done.

Status	Meaning
Active	The form is available to link to widgets
Inactive	The form is hidden and cannot be linked to new widgets

Note

Deactivating a form template does not remove it from widgets it is already linked to. Existing widgets will continue using the form until you change the widget’s precall form setting.

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Link a form to a widget

Forms are applied per widget. To use a form:

1. Go to Admin console → Widgets.
2. Click the edit icon next to the widget.
3. Click the Precall form tab.
4. Select the form template from the dropdown.
5. Click Save changes.

→ See Widget setup for full widget configuration instructions.

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Delete a form template

1. Go to Admin console → Forms.
2. Click Delete in the Actions column.
3. Confirm the deletion.

Caution

Deleting a form template is permanent. If the form is linked to a widget, that widget’s precall form setting will be cleared and customers will no longer see a form before connecting. Update any affected widgets after deleting a template.

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Troubleshooting

The form I created does not appear in the widget settings dropdown. Make sure the form template is set to Active. Inactive templates do not appear in the widget dropdown.

Customers are not seeing the form. Check that the form is selected in the Precall form tab of the widget configuration. If the field is blank, no form will be shown.

I need to change a field on a live form. Edit the form template directly. Changes take effect immediately for all widgets using that template.

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Widget setup Link a form template to your widget.