Genesys Cloud - Main

 View Only

Sign Up

  • 1.  Introducing Input Forms in Web Messenger: Capture Customer Preferences Through Guided, Structured Self-Service

    Posted 6 hours ago

    Introducing Input Forms in Web Messenger: Capture Customer Preferences Through Guided, Structured Self-Service

    We're excited to announce the upcoming launch of Input Forms in Genesys Web Messenger - a powerful new capability that enables digital bots to collect customer information through a guided, page-by-page form experience directly within the conversation.

    Whether your customer is planning a trip, requesting support, submitting service details, or providing preferences, Input Forms help transform open-ended conversations into structured, intuitive self-service journeys.

    Forms are designed to collect information from customers in a structured way as part of the messaging conversation, helping reduce back-and-forth exchanges while improving task completion and data accuracy.

    A More Guided, Accurate Self-Service Journey

    Today's customers expect digital journeys to be fast, simple, and easy to complete. Input Forms help digital bots guide customers through the exact information needed - one step at a time - using page types optimized for different kinds of responses.

    Input Forms enable:

    · Streamlined data collection that reduces unnecessary clarification questions and helps customers complete tasks faster.

    · A focused customer experience where each page asks for one clear piece of information.

    · More accurate and consistent input through structured controls such as list pickers, date pickers, numeric input, and text input.

    · Efficient automation because digital bots receive complete, structured form responses that can be used in downstream flow logic, routing, CRM updates, or follow-up actions.

    And because Forms are flexible across industries, the benefits scale to different customer journeys:

    · Travel & Hospitality: Collect trip type, origin, travel date, passenger count, allergies, accessibility needs, and travel preferences.

    · Financial Services: Gather consultation details, preferred contact methods, income ranges, document needs, or appointment context before routing.

    · Retail: Capture return reasons, product preferences, delivery instructions, or service appointment details.

    · Public Sector: Guide citizens through permit requests, appointment intake, document requirements, or service eligibility questions.

    With this enhancement, digital bots become more than conversational assistants - they become structured intake experiences that help customers complete complex tasks with less friction.

    How Input Forms Work

    Prerequisite Steps

    Input Forms are configured as predefined Form-type canned responses and can be sent from a digital bot flow.
    See more details here: 

    About Genesys Digital Bot Flows - Genesys Cloud Resource Center

    About canned responses - Genesys Cloud Resource Center

    Form action - Genesys Cloud Resource Center

    Add a form - Genesys Cloud Resource Center

    Step-by-Step Experience

    A Form is composed of individual pages, with each page acting as a templated building block optimized to gather a specific type of response. A form may contain up to 20 pages.

    Supported page options include:

    • Intro page
    • List Picker page: single select, multi select or searchable dropdown version
    • Date Picker page
    • Text Input page: single- or multi-line text version
    • Summary page

    Step 1: Bot Presents the Form Entry Card

    The digital bot starts by presenting a card in the conversation.

    The user taps the call-to-action button to open the form. Once opened, the form appears as a modal and guides the user through each page one at a time.

    Please note that the Form entry card can include:

    • Title - mandatory
    • Subtitle - optional
    • Image - optional
    • Call-to-action button - mandatory
    image
    Form entry-card

    Step 2: Intro Page Sets the Context

    The Intro page provides optional guidance before the user begins answering questions.

    This gives the user a clear transition from the conversation into the form experience.

    Form intro/splash page

    Step 3: Digital Bot Guides the User Through Navigable Form Pages

    The digital bot then guides the customer through a sequence of form pages in a back-and-forth navigable experience. Each page asks for one focused piece of information, and the customer can move forward or back to complete or revise their answers before submission.

    Within this guided flow, different page types can be used depending on the type of response needed:

    List Picker Page

    • Single select: Used when the user should choose only one option from a short list.
    • Multi select: Used when the user could choose multiple options from a short list.
    Single select list picker page
    • Searchable dropdown version: Used when the user should select one value from a larger list. Typing will narrow down the list to the matching options.
    Dropdown list with search page

    Date Picker Page

    Used when the customer needs to provide a date through a structured calendar-style input.

    Date picker page

    Single-Line Input Page

    Used for short text, numeric values, IDs, or other compact responses. Limited to max. 30 characters.

    Single line text input page

    Multi-Line Input Page

    Used when the customer needs to provide longer free-text context. User can use line breaks as well. Limited to max. 300 characters.

    Multi-line text input page

    Step 4: Customer Reviews the Summary Page

    Before submitting, the customer sees a Summary page showing the questions and answers collected throughout the form.

    Summary page

    Step 5: Bot Sends a Confirmation Message

    After the user submits the form, the completed response is sent back into the conversation and the user receives a confirmation message.

    The original Form card remains available in the conversation, but the call-to-action changes to "View Answers".
    The user can click "View Answers" to reopen the submitted form in read-only mode and review the answers they provided.

    This gives the user a clear confirmation that the form was submitted while still allowing them to reference their completed responses later in the conversation.

    The submitted form data can then be used by the bot or downstream systems to continue the journey, route the interaction, update records, or trigger follow-up workflows.

    Confirmation message

    Key Benefits

    For Customers

    • Guided Self-Service: Customers move through one question at a time without needing to understand the full process upfront.
    • Less Typing: List pickers, date pickers, and numeric inputs reduce manual entry.
    • Fewer Errors: Structured controls and required-field validation help customers submit complete, accurate information.
    • Review Before Submit: The Summary page gives customers confidence before sending their responses.

    For Businesses

    • Higher Containment: Bots can complete more intake and qualification steps without agent involvement.
    • Cleaner Data Capture: Structured responses are easier to use in flows, routing decisions, CRM updates, and downstream automation.
    • Reduced Operational Load: Agents receive complete context instead of asking repetitive intake questions.
    • Flexible Use Cases: Forms can support travel planning, service requests, customer onboarding, appointment intake, returns, claims, and more.
    • Improved Traceability: Submitted form responses can appear in agent and supervisor views, including transcript-related experiences.

    Launch Details

    • General Availability: Week commencing June 29, 2026
    • Idea portal reference: CEWMM-I-516
    • Configuration: Form-type canned responses selected in digital bot flows


    #DigitalChannels
    #Roadmap/NewFeatures
    #CommunityAnnouncements
    #GenesysAnnouncements

    ------------------------------
    Adam Gyebnar
    Product Manager
    ------------------------------


    #ConversationalAI(Bots,VirtualAgent,etc.)
    #DigitalChannels
    #CommunityAnnouncements
    #GenesysAnnouncements

    ------------------------------
    Adam Gyebnar
    Product Manager
    ------------------------------


  • 2.  RE: Introducing Input Forms in Web Messenger: Capture Customer Preferences Through Guided, Structured Self-Service

    Posted 6 hours ago

    Hi!

    I was checking the new forms feature and have a question. In the input type there is a keyboard selection setting. If we select email or phone number - it is still possible for the customer to enter any text string . If we select numbers keyboard type - then correctly only numbers can be entered. Is that expected behaviour and if yes - what is the meaning of those email/phone number keyboard types?



    ------------------------------
    Armands Bunkovskis
    Adventus Solutions Sia
    ------------------------------



  • 3.  RE: Introducing Input Forms in Web Messenger: Capture Customer Preferences Through Guided, Structured Self-Service
    Best Answer

    Posted 5 hours ago

    Hi!
    Yes, this is expected behavior. The email and phone number keyboard types are intended to optimize the customer's keyboard/input experience, not to enforce validation of the entered value. For example, selecting email should make it easier for the customer to enter an email address by showing an email-friendly keyboard, and selecting phone should make it easier to enter a phone number. However, those settings do not validate that the final value is a properly formatted email address or phone number.

    The number keyboard behaves more restrictively because numeric input can be constrained at the field/input level. For email and phone values, any required validation should be handled separately in the bot flow or downstream logic after the form is submitted. 



    ------------------------------
    Adam Gyebnar
    Product Manager
    ------------------------------

    Original Message


  • 4.  RE: Introducing Input Forms in Web Messenger: Capture Customer Preferences Through Guided, Structured Self-Service

    Posted 5 hours ago

    Adam Gyebnar Thank you for sharing



    ------------------------------
    Phaneendra
    Technical Solutions Consultant
    ------------------------------



Related Content