Agent Forms

In the Contact Center, Agent Forms provide a range of input fields that allow capturing required information from customers. Agent Forms work based on the Kore.ai XO Platform.

To reach the Agent Forms section, go to Contact Center AI > CONFIGURATIONS > Agent Forms. Here, you can view and search existing forms and create new ones.

The Agent Forms Live Board

You can access the following features and information within the Agent Forms section:

1. Search: Use this field to search forms using name-level keywords.
2. Name: Lists the name of a form.
3. Actions: Lets you Edit, Publish, or Delete a form.
4. Status: Lists the form status as follows:
   1. In-development displays when a form is created and is still being worked on. This status is also shown for previously published forms modified after publishing.
   2. Published displays when a form has been approved and published.
5. Last Updated: Displays the date and time when the form was last updated.

Create an Agent Form

Steps to create an Agent form:

1. Click + New Form.
   

2. The New Form window opens, and you can configure the following:

   1. Enter the Name of the form, the Display Name of the form, and the Description.
   2. Enable Agent Form Data to redact form information from the Bot Context, Debug Logs, Service Calls, Agent Transfer, and the Bot Kit. Once enabled, the XO Platform will replace the user input with a unique, random, system-generated alphanumeric value in all the modules.
   3. Select an Assignment:
      1. Assign to Queues lets you make forms available for conversations in all or selected queues.
      2. Assign to Agent Groups allows you to make forms available for agents in specific agent groups.
   4. Click Save & Proceed.
      

Build an Agent Form

You can build Agent Forms by adding individual components, such as text fields, checkboxes, radio buttons, date fields, etc. Please see the form-building process explained in detail in Digital Forms within the XO Platform documentation.

Edit an Agent Form

Edit Form Fields

If you want to update the fields that an agent form contains, follow these steps:

1. Find the form in the Contact Center AI > CONFIGURATIONS > Agent Forms section.
2. Click on the form record. This action will open the form builder, where you can make changes.

Edit Form Settings

There are two ways to edit form settings (Name, Description, Form Data Security or Assignments):

1. From the Agent Forms Live Board:
   1. Find the form in the Contact Center AI > CONFIGURATIONS > Agent Forms section.
   2. Click the Edit icon under Actions.
2. From the Form Builder:
   1. From the top toolbar of the form builder, click the More Options button.
   2. Select Form Setting.

Publish an Agent Form

Publishing a form means making it available for agents to select within the Agent Console and send to customers, as shown below. See Agent Forms for Handling Sensitive Information for detail.

Steps to publish a form:

1. Find the form in the Contact Center AI > CONFIGURATIONS > Agent Forms section.
2. Click the More Options icon under Actions.

3. Select Publish.

   Note

   If you edit the form after publishing it, you must re-publish it for the change to reflect.

Delete an Agent Form

There are two ways to delete an Agent Form:

1. From the Agent Forms Live Board:

   1. Find the form in the Contact Center AI > CONFIGURATIONS > Agent Forms section.
   2. Click the More Options icon under Actions.
   3. Select Delete.

2. From the Form Builder:

   1. From the top toolbar of the form builder, click the More Options button.
   2. Select Delete.
      

   Note

   You cannot restore deleted forms. Please proceed with caution.