How to Add a “Contact Us” Form in BoldDesk Chat Workflows

BoldDesk utilises this feature to present a built‑in form for gathering the information required to handle a user’s request.

Use case:

When a customer sends a message outside business hours, this block allows the user to create a ticket during the workflow execution. The form is displayed as part of the workflow step, and the submitted information is automatically used to generate a ticket, ensuring agents receive complete and organised details for follow‑up. This feature is available exclusively in omnichannel.

This article outlines the steps and guidelines to implement this functionality.

Key Benefits

• Automated Ticket Creation: User-submitted details are directly converted into tickets.
• Structured Data Collection: Ensures agents have all required information.
• Omnichannel Support: Available only for chat channels.

Steps to Add Contact Us Form in Chat

This feature is only supported in the chat channels and can be configured by adding and publishing the workflow as discussed below.

Add Workflow

1. Navigate Admin > Chat > Chat Automation > Workflows
   
   

   
   
   

2. Click on the relevant workflow trigger from the list and proceed to Add Workflow
   
   

   
   
   

3. Provide the Workflow name, brand and the source. The source can only be from the omnichannel.
   
   

   
   
   

4. Add any conditions if any and click on next. You will be redirected to workflow designer page.

5. Click on the (+) plus sign to configure the workflow.
   
   

   
   
   

6. Click on User inputs and then the Contact us option.
   
   

   
   
   

7. On the pop-up window, configure the contact us.

   Configuration	Definition
   Message	The message shown to the customer in the input form. You can add the provided placeholders.
   Contact Us Button Text	The text shown in the chat that is clickable to prompt ticket creation.
   Include Ticket Fields	When enabled, you can select a predefined ticket form. Its fields will be shown in the widget form. If you don’t check this box you will not be able to select the ticket form. You need to enable multiform feature to be able to include ticket fields. Explore How to Enable or Disable Multiform Feature for Tickets.
   Form	Here you will be able to select the preferred ticket form. Please enable the widget’s file upload feature to allow attachments in the ticket form.
   File Upload Option	You can choose either none, single or multiple.
   Form Submit Button Text	This is the text that will appear at the bottom of the text. This is mandatory.
   Confirmation Message	This is the message sent to the customer after they submit the form. This is optional. To include the ticket link in the message, use the {{ticket.link}} placeholder.
   Field Configuration Temporary Field:	Name of the temporary field to store the created ticket Link to be used in the later part of the workflow.

   
   
   

8. Click on Add.

Publish and Activate

Once you have configured, click on Publish and Activate to make it active in the chat.

Customer Experience

• Once published, the configured Contact Us button appears in chat.
  
  
  
  
  
• Clicking the button opens the ticket form.
  
  
  
  
  
• Users can submit details, and the system creates a ticket automatically.

Frequently Asked Questions (FAQs)

Q1: How can I access this feature in BoldDesk?
No, it is supported only in omnichannel chat workflows.

Q2: Can I include custom ticket fields?
Yes, enable the Include Ticket Fields option within the contact us configuration of the workflow setup to include the predefined ticket form with all its fields.

Q3: How do I allow file uploads?
Activate the widget’s file upload option and choose either Single or Multiple under the File Upload Option. If the None option is selected, you will not be able to add files.