User Input blocks collect structured responses from customers during a chat workflow. Each block is optimized for a specific data type so you can guide customers with clear prompts and reliably store values for routing, assignment, and follow‑up actions.

Types of user input blocks

• Customer Details – collect contact details across supported channels.

• Direct Inputs
  (User Inputs → Input)

  • Get Date Value
  • Get Date & Time Value
  • Get Numeric Value
  • Get Decimal Value
  • Get Short Text Input
  • Get Detailed Text Input
  • Get Value Matching the Pattern

• File Upload
  (User Inputs → Get File Input) – capture a single file from the customer.

• Location (User Inputs → Get Location Input) – request and capture the customer’s location (channel-supported).

• Selection Inputs

  • Button
    (User Inputs → Button) – Get Choice via Yes/No; Get Choice via Buttons
  • Drop‑down
    (User Inputs → Drop‑down) – Get Choice via Drop‑down; Get Choice via Multi‑select

Customer block (collect contact details upfront)

Use Customer Details early in the conversation to capture key contact information before routing or handing off to an agent. The block automatically exposes only the fields supported by the customer’s channel.

• Email is required. (Mandatory)
• Name and Phone Number are optional.

Supported sources and fields

Configure the Customer block

Path: Admin → Chat → Workflows → open or create a workflow → Add Block → User Input → Get Customer Details

1. In the workflow canvas, select Add Block → User Input → Get Customer Details.
2. Select the fields you want to collect (availability depends on the source).
3. For each selected field, set:

• Message (Required): A custom prompt shown to the customer.
  Example: “Please enter your email”

• Placeholder (Optional): A hint displayed inside the input box.
  Example: [email protected]

4. Click Save, then Publish the workflow.

Data collection sequence

Customer details are always collected in a fixed predefined order based on the fields selected by the admin. This ensures a consistent and logical flow for customers.

Direct Inputs

These blocks gather structured information from the user by allowing them to type directly into input fields. Below are the supported input types available for direct entry.

File upload: Get File Input (capture one file)

Use Get File Input to request and capture a single uploaded file from the customer during the chat flow—for example, an invoice or receipt before proceeding with a warranty claim.
Explore further instructions about Get File Input in BoldDesk Chat Workflows.

Location: Get Location Input (capture the user’s location)

Use Get Location Input to request and capture the customer’s location directly in chat. This is useful when the flow needs a pickup point, service address, or delivery location.
Explore further instructions about BoldDesk Get Location Input: Capture Customer Location in Chat.

Selection Inputs

These blocks present predefined choices so users can select rather than type, ensuring consistency in the captured data.

• Button Inputs
  • These blocks allow users to respond by clicking buttons instead of typing, providing a quick and intuitive way to gather input.
  • Get Choice via Yes/No: Displays fixed Yes and No buttons. This input can only be mapped to Boolean type chat fields.
  • Get Choice via Buttons: Displays multiple buttons. This input supports mapping to various chat field types.
• Drop-down Inputs
  • These blocks provide dropdown menus for selecting one or more options.
  • Get Choice via Drop-down: Displays a single-select dropdown that allows selecting one option.
  • Get Choice via Multi-select: Displays a multi-select dropdown that allows selecting multiple options.

Basic configuration for input blocks

All user input blocks except Customer Details support the following shared configuration options:

Defining data for selection input blocks (buttons and drop-downs blocks)

When configuring Button or Drop-down input blocks, you must define the set of options that will be presented to users.

You can define each option by specifying:

• Label: The text shown to the end user (e.g., button text or dropdown item).
• Value: A unique internal identifier that must match a valid option defined for the selected Chat Field.

Load Options from API
A flexible way to load all predefined options configured for the selected API Field Name. After loading, these options can also be manually edited to fit specific needs.

Dynamically define options with saved API data

As an alternative to manually defining options or loading them from a field’s API configuration, you can dynamically populate selection inputs using data captured earlier in the workflow. This is achieved with the Use Saved API Data option.

Enabling Use Saved API Data allows you to populate Dropdown, Multi-select, or Button choices from a temporary field that holds an array of values returned by a “Trigger Webhook” action.

How to Configure

1. Enable the Feature
   Toggle on the Use Saved API Data option.

2. Select a Temporary Field
   Choose the temporary field that contains your array of data from the Temporary Field Name dropdown.

3. Map the Option Properties
   How you define the options depends on the structure of the array in your temporary field.

   • If your field contains an array of objects: You must map the properties of the objects to the Label and Value for the options.

     • Label: Enter the object property name that will be shown to the user.
     • Value: Enter the object property name that will serve as the unique internal identifier.

     Example: If your temporary field contains [ { "name": "High Priority", "id": 1 }, { "name": "Medium Priority", "id": 2 } ], you would set Label to name and Value to id.

   • If your field contains an array of primitive types: No mapping is needed. The system automatically uses each value for both the Label and the Value.

     Example: If your temporary field contains [ "Open", "Closed" ], the system will create an “Open” option with the value “Open”, and a “Closed” option with the value “Closed”.

Use API in drop-downs

It allows dynamic loading of options for the selected chat field by making an API call at runtime. This ensures that dropdown options are always up-to-date without manual configuration.

Validations supported in input blocks

FAQs

1. Which channels support the Customer block fields?
   Live Chat, Facebook, Instagram, Telegram, and LINE support Name, Email, Phone Number. SMS supports Name and Email. WhatsApp supports Email.

2. Why did the Customer block skip asking for Email?
   If the widget or source already provided Email, the step is skipped to avoid duplicate prompts.

3. Can I route chats based on details captured in the workflow?
   A: Yes. After collecting details with User Input (e.g., Customer block, buttons, drop‑downs), add Branch via Conditions to evaluate values like email domain, region, or phone prefix, then route using Trigger Auto‑Assignment or Set Assignee.

4. Can I validate email format?
   Use Get Value Matching Pattern (RegEx) in a follow‑up step if you need strict format validation.

5. Can I store a response in both a Temporary Field and an API Field at the same time?
   No. Each block stores the response either in a Temporary Field or in an API Field Name. Choose one storage mode per block.

6. Can a single block accept multiple file uploads?
   No. Get File Input captures one file per execution.

7. Can “Use API” be combined with Temporary Fields for drop‑downs?
   No. Use API and Load Options from API are unavailable when Use Temporary Fields is enabled.

Related Articles

• Chat Workflow: Automate Actions for Efficient Customer Support
• BoldDesk Chat Workflow: Complete Guide