Intake Forms

Intake forms allow you to design a structured flow of questions that users must answer before they start interacting with the SmartChat Assistant or are transferred to a human agent.

This feature helps gather important information upfront and improves the quality of the conversation that follows.

To create an Intake Form:

1. Navigate to the Dashboard => YOUR_APP => SmartChat Assistant page.
2. Choose the SmartChat Assistant you want to edit or create a new one.
3. Scroll to the Intake Form section.

4. Check the “Enable intake form” checkbox to activate intake form functionality.
5. Click Manage questions and configure the questions you want to ask (e.g., name, email, issue type).
6. Arrange the questions in the desired order.

7. Fill in optional fields:
   • Role – Define how the assistant should present itself during the intake.
   • Greeting message – Shown before the first question to provide a friendly or informative intro.
   • Ending message – Displayed after the last question to wrap up the process.
8. Choose the actions to perform after the intake process is finished:

   • Send a summary – A short recap message will be posted in the chat.

   • Enable the human handover – Transfers the conversation to a live agent.

   • Send Webhook – Triggers a webhook with intake responses for backend processing.
     Webhook will be sent in next format:

     {
         "dialog": {
             "id": "6788f7a357aa22e58d509b3a",
             "name": "GuestUser_q8V4GExUvvBu6cj7UCtXEGdGiR",
             "type": 2,
             "user_id": "205",
             "application_id": "1",
             "occupants_ids": [
                 "201",
                 "205"
             ]
         },
         "message": {
             "id": "6788f7aeb11e91aeba44718e",
             "type": "group",
             "sources": null,
             "body": "The person's name is Jim, and they like to play.",
             "to": "6788f7a357aa22e58d509b3a",
             "from": "201",
             "dialog_id": "6788f7a357aa22e58d509b3a",
             "application_id": "1",
             "date_sent": null,
             "extra_params": {
                 "answer_0": "jim",
                 "answer_1": "play",
                 "intake_complete": 1,
                 "question_0": "What is your name?",
                 "question_1": "What do you like?",
                 "questions_count": 2
             },
             "is_bot_message": 1,
             "is_widget?": null,
             "mentions": null,
             "suggested_questions": null,
             "unknown_answer": null
         }
     }
     

9. Save the changes.