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  2. Working with Live Chat
  3. Chat Workflows

How to Collect Information Using User Input Blocks in Workflows

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User Input blocks in BoldDesk make it easy to gather the right information from customers at the right moment—without long back-and-forth chats. Whether you need to capture contact details, offer quick button-based choices, present structured drop-down selections, validate typed entries (like dates, numbers, or specific formats), or even let customers schedule a meeting or submit a “Contact us” request, these blocks help you build smooth, guided conversations. In this article, you’ll learn the available User Input block types and see how to combine them into a practical, end-to-end workflow using an automated car service booking example.


Check out this video for more details

Types of User Input Blocks

  1. Get Customer Details: Collect key customer information, including Name, Email, and Phone Number, to personalize interactions and streamline communication.

  2. Button Options: Present predefined choices through interactive buttons, allowing customers to make quick and effortless selections.

    • Get Choice via Buttons: Use this option to display multiple buttons. You can customize the options based on your requirements in the workflow.

    • Get Choice via Yes/No: By default, Yes/No options are configured for user selection.

      Button_feature_in_the_Workflow_Designer.png

  3. Drop-down Selection: Provide customers with a structured list of options in a drop-down menu, allowing for single or multiple selections while maintaining a streamlined and user-friendly interface.

    • Get Choice via Drop-down: Use this option to create a single-select drop-down menu, allowing users to choose one option from a list.

    • Get Choices via Multi-Select: Use this option to create a multi-select drop-down menu, enabling users to select multiple options from a list.

      Drop-down_feature_in_the_Workflow_Designer.png

  4. Input Fields: Input fields are essential components of interactive workflows, enabling businesses to collect specific and accurate information from customers. This guide provides step-by-step instructions on setting up and customizing input fields in workflows to streamline data collection. The workflow supports seven different form fields, each catering to a specific data type.

    Input Fields Data Type
    Get Date Value Date
    Get Date & Time Value Date Time
    Get Numeric Value Number
    Get Decimal Value Decimal
    Get Value Matching the Pattern Regular Expression
    Get Short Text Input Text
    Get Detailed Text Input Text Area

    Input_feature_in_the_Workflow_Designer.png

  5. Scheduler: Allow customers to book a meeting directly from the chat workflow using scheduling tools like Calendly. This helps reduce back-and-forth by letting users choose an available slot during the conversation.

    • Get Scheduler via Calendly: Displays a Calendly scheduler inside the chat so customers can select a time slot and schedule a meeting during the workflow.

  6. Contact us: Provide a contact-style form experience for users to submit their request when needed. Contact form submissions can be captured as tickets, supporting structured request intake even when live assistance isn’t available.

Configuring workflow to collect information

Let’s explore how various input blocks are utilized in configuring an automated car service booking system.

Creating a Workflow

  1. Navigate to Admin > Chat > Chat Automation > Workflow > Conversation Created and click Add Workflow.

  2. Fill in the required details and click Next.

    Dialog_for_Creating_a_new_Workflow_3.png

  3. In the Designer, select the Initial Block and click the Add icon to open the context menu.

    Event_Block_in_Workflow_Designer_for_Conversation_created.png

  4. From the context menu, select Actions > Manage Inputs.

    Action_to_manage_inputs_in_the_workflow_Designer.png

  5. Configure the Manage Inputs block to restrict message input from customers, agents, and system messages during the conversation, then click Add.

    Manage_Input_Options_in_Workflow_Designer.png

Collecting Customer Contact Information

  1. Configure the collection of Name, Phone Number, and Email using the Customer Details Block. Learn more on How to Request the Customer’s Email After Their First Message?

    Configuration_Page_for_Collecting_customer_Contact_Information_via_Workflows.png

Collecting Data using Button Inputs

  1. From the context menu, select User Input > Button Options > Get Choice via Buttons.

  2. Enter a message and select Category from the API Field Name dropdown.

  3. Configure the options for the mapped Category field:

    • Click Add Option.
    • Enter the Label (e.g., “Routine Maintenance”) and set the Value as “Routine Maintenance”.
    • Confirm by clicking the Tick icon.
    • Repeat for other options (e.g., “Repairs”, “Inspection”).

  4. Save the field mapping by clicking Add.

    Configuration_of_Button_Choices_in_Workflows.png

Collecting Data using Drop-down Menus

  1. From the context menu, select User Input > Drop-Down > Get Choice via Multi-Select. Input a message and choose Additional_Services from the API Field Name dropdown. Define options for the Additional_Services field (e.g., “Tire Rotation,” “Brake Inspection,” “Wheel Alignment”).

    Configuring_Multi-Select_Drop_down_choices_in_Workflows.png

  2. From the context menu, select User Input > Drop-Down > Get Choice via Drop-down. Specify mapped options for fields like Service Center (e.g., “Downtown Service Center,” “Midtown Garage,” “Suburban Auto Shop”).

    Configuration_of_Drop_Down_Choices_in_Workflows.png

  • For Drop-down and Multi-select blocks, enable Use API to dynamically fetch options during workflow execution instead of defining them statically.
  • For Dropdown, Multi-select, and Button blocks, enable Use Saved API Data to dynamically populate options from a temporary field saved earlier in the workflow.

  1. Use User Input > Input > Get Value Matching the Pattern for fields requiring specific formats, such as Vehicle Number. Example regex: ^[A-Z]{3}-[0-9]{1,4}$.

    Feature_to_Get_Value_Matching_the_Pattern_in_Workflows.png

  1. For numeric values, select User Input > Input > Get Numeric Value. Enter a message and select a field value from the API Field Name dropdown.

    Configuring_numeric_input_in_workflows.png

  2. For date inputs, select User Input > Input > Get Date Value. Enter a message and select a field value from the API Field Name dropdown.

    General_Configuration_tab_for_Date_Input_in_Workflows.png

    Field_Configurations_Tab_in_Date_Input_Configuration_Dialog_for_Workflows.png

  3. For short text entries, use User Input > Input > Get Short Text Input. Enter a message and select a field value from the API Field Name dropdown, enabling optional input.

    Dialog_for_Configuring_Short_Text_Inputs_in_Workflows.png

  1. For detailed text inputs, use User Input > Input > Get Detailed Text Input. Enter a message and select a field value from the API Field Name dropdown.

    Detailed_Text_Input_Configuration_in_Workflow.png

  2. For scheduling, select User Input > Input > Get Date & Time Value. Enter a message and select a field value from the API Field Name dropdown.

    General_Configuration_tab_for_Date__Time_in_Workflow.png

    Field_Configuration_tab_for_Date__Time_in_Workflow.png

  3. Conclude each path with an Exit block and Activate the workflow.

    Final_Workflow_of_Use_Cases.png

  1. Optional: Enable this option to allow customers to skip this input if they choose.

    Optional_Toggle_in_Workflow_settings_for_inputs.png

  2. Mask for Agent: Enable this option to Mask the customer’s selection from the agent’s view.

    Mask_for_Agent_Toggle_in_Workflow_settings_for_inputs.png

Frequently Asked Questions (FAQs)

1) What are User Input blocks in BoldDesk?
User Input blocks are workflow components that help you collect customer information in a structured, guided way—so you can reduce back-and-forth and keep conversations moving smoothly.

2) What types of User Input blocks are available in BoldDesk’s workflows?
BoldDesk provides these User Input block types:

  • Get Customer Details
  • Button Options (Buttons / Yes-No)
  • Drop-down Selection (Single-select / Multi-select)
  • Input Fields (Date, Date & Time, Numeric, Decimal, Pattern/Regex, Short Text, Detailed Text)
  • Scheduler (e.g., Calendly)
  • Contact us

3) What input field types are supported in BoldDesk’s workflows?
The supported input fields and data types are:

  • Get Date Value (Date)
  • Get Date & Time Value (Date Time)
  • Get Numeric Value (Number)
  • Get Decimal Value (Decimal)
  • Get Value Matching the Pattern (Regular Expression)
  • Get Short Text Input (Text)
  • Get Detailed Text Input (Text Area)
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