FAQ: What's the difference between the forms?
Acquire has a few different options for creating forms and retaining customer information. These forms work in different ways and choosing the right form depends on your use case. The good news is that all the forms produce the same result, which is pulling visitor information into Acquire.
This guide will walk you through which form best suits your use case.
In this article:
- When you already have a form on your website
- When you need information before you start a chat in the widget
- When you need information during a chat in the widget
- When you need a form for a visitor that may or may not be on your site
- When you need to add a form to your website
When you already have a form on your website….
You may have a form on your website that already pulls in visitor information. Perhaps it’s an embedded form on your Contact Us page, or a pop-up. In that case, you can use a Private Form to capture visitor information in Acquire.
Please note that Private Forms do not work with forms found in iframe.
This option will work when you have a one form on your site that you want to capture data for. However, if you have more than one form, it may be easier to capture data from a Business Rule instead.
When you need information before you start a chat in the widget…
Oftentimes, you’ll want more context about your visitor before they start a chat with you. For example, you may need to ask a visitor for permission or need information about their tracking number. All of this can be done through Pre-Chat forms.
Pre-chat forms are forms that appear in the widget before the visitor starts a chat. Once the visitor enters their information, they’ll have access to the chat menu.
When you need information during a chat in the widget…
Sometimes you want to collect information during a chat. To do so, use post-chat forms. Post-chat forms may be enabled during chats (after a certain amount of time has elapsed).
When you need a feedback form…
It's always useful to ask a visitor for feedback after a conversation. Feedback forms may be enabled via chat, email, or SMS conversations. Configure forms in Settings > Conversation Settings > Feedback.
Once set up, feedback forms are automatically sent through the specified channel.
When you need a form for a visitor that may or may not be on your site…
You might want a form to share with visitors when they aren’t on your website. For example, you may want to engage visitors through a social media channel. Custom Forms are easy to make and utilize, and may be shared on your website (as an embedded form) or through a link.
When you need to add a form to your website…
If you’d like to quickly add a form to your website, you can use Custom Forms. Custom Forms is a no-code solution to building forms. Simply drag and drop the form fields, copy the code, and paste it into the body of your website.
Once the form is filled out, a conversation will appear in Agent Home.
Need more information? Contact us at firstname.lastname@example.org.