How to Restrict Query Submission Until Required Details Are Provided
This guide explains how to prevent a requester (customer/user) from submitting messages or queries in a BoldDesk chat workflow until all required fields are collected. To achieve this, you must use the Manage Inputs block and disable Requester Input and Agent Input during the data‑collection step.
This configuration is commonly used when you must collect mandatory details—such as customer name or email address—before continuing the conversation.
How the Input Restriction Works
When Requester Input and Agent Input are disabled:
- The requester cannot type or send messages in the chat widget.
- Agents cannot reply within the Agent Portal for that workflow step.
- The system ensures that required fields are collected before allowing further conversation.
- Input options automatically re-enable after the workflow block finishes.
Steps to Disable Requester & Agent Input
Use these steps to configure the workflow:
Step 1 — Open the Conversation Created Block
- Click the More Options menu on the Conversation Created block.
Step 2 — Insert a Manage Inputs Action
- Select Insert Next → Actions → Manage Inputs.
Step 3 — Disable Input Options
Inside the Manage Inputs block:
- Disable Requester Input.
- Disable Agent Input.
This prevents both the requester and the agent from sending messages during the workflow’s data‑collection phase.
Requester View (Chat Widget)
- The reply box is hidden or disabled.
- The user cannot submit queries until required fields are completed.
Agent View (Agent Portal)
- The agent’s reply area is disabled during that workflow step.
The Requester Input, Agent Input, and System messages are activated automatically after the respective workflow concludes.
Example Use Case: Collecting Customer Name & Email Before Conversation Continues
Workflow logic:
- System asks for Full Name.
- System asks for Email Address.
- Requester Input stays disabled until both items are provided.
This ensures consistent data capture and eliminates incomplete ticket submissions.
FAQs
Q1: Why disable requester input?
To ensure the requester completes mandatory fields before progressing in the workflow.
Q2: Can I disable only one (e.g., requester but not agent)?
Yes. The checkboxes are independent—disable one or both.
Q3: When does input return to normal?
Inputs automatically re-enable after the Manage Inputs block finishes.
Q4: Does this block support validations (email format, etc.)?
Validation depends on the field type configured in related blocks (e.g., “Email” input type).
Q5: Can I use this to create multi‑step forms?
Yes. Common for onboarding, lead capture, or structured intake workflows.
