Manage forms

Learn how to work with different types of forms depending on what you need to do. 

• Regular form - create a form that allows users to opt-in to receive communications. Capture customer data from practically any source in order to generate new leads and update existing profiles.
• Opt-out form - collect feedback from your customers about the reasons behind their decision to unsubscribe.
• Facebook form - collect data automatically from Facebook Leads Ads and start nurturing your Facebook audience immediately.
• Live Chat form - gather more information from website visitors at the start of a live chat.
• Apple form  - send and receive messages over Apple Messages for Business and then effortlessly save the responses directly in People. Furthermore, use Apple forms in conjunction with chatbots in Answers to further enrich the customer journey. 

Moreover, check out the available statuses and actions inside forms, and discover what you can do with different features and possibilities in the form editor.

Editor

The editor will help you build a form of your choice and activate it. Read the quick guides in the below sections to understand how to create different types of forms.

Create regular form

1. Go to Content > Forms. Click Create Form and select the form type Regular Form

2. Drag and drop the Contact Information—email, phone number, or both—that you want to include in the form. This is a required step because contact information is one of the person identifiers that lets you automatically create and update profiles in People.

3. Set up Person Attributes such as first name and last name, or any other standard or custom attribute available in this block. Note that the custom attributes need to be configured in People > Configuration if you want to be able to select them here.

 

4. Although not mandatory, you can define other Components as well. Such fields will help gather some additional data from visitors. They are not connected to People and will be available only in Raw Data. You could, for instance, add the Text Area so that the visitors can leave a message, or let them rate your service with the radio button. 

Components are not mapped to a person attribute by default. To store the collected data in person profiles, you can manually connect the field to a standard or custom attribute. 

5. When you click on any of the fields, you will be able to use their properties in the editor. These will allow for a flexible form set up. The table below includes all fields and their descriptions.

FIELD	DESCRIPTION
Connect field to people attribute	Use this option to connect a field to an attribute - a standard or custom one. This means that you can customize the storing logic of data against the attributes in this form.
Label name	The name of the field.
Field ID	Used to identify the field and submit correctly over API.
Placeholder	The placeholder text that appears inside the field before the user starts entering their information.
Required	Turn on the toggle if the field is required. Users will not be able to submit a form without populating or defining this field.
Hidden	Turn off the toggle if you would like to keep the field in the form but hide it in a live environment
Static value	This value will be statically applied for each form submit with no option to change it. Field with static value will not be visible over API. Use the static value for profile attribution.
Data type	This information is used to connect the form`s input type to the data type stored in People.

6. The next step involves data processing rules: enable it if you want to save profile information on the People platform for future use in automated communication and funnel analytics.

7. Click Activate. The code that will appear in the pop-up window should be added to your web page.

Create Opt-out form

1. Select Opt-out Form when creating a new form on the main Forms page.

2. Inside the editor, you can use the Component block, available in the side panel. For example, add the Radio button component and type in the form`s name.

You don`t need to add any contact information as this form will automatically collect unsubscribed users' emails. Moreover, Components are not connected to People profiles, and no processing rules have to be specified for them. 

3. Next, add options to the component. They are available in the side panel. 

4. Activate the form. 

5. Remember to go to Landing Pages and embed the opt-out form into the landing page. 

Connect Facebook forms

A Facebook business account must be connected in order to collect form data automatically from Facebook forms. This can be done by enabling the Facebook Leads App in the Exchange area of the portal.

1. Go to Exchange. Select Facebook Leads and click Connect Account.

2. Follow the on screen instructions to log in to your Facebook account, select the pages you want to add, and accept permissions. Click Connect with Facebook

3. Go to Content > Forms. Click Create New and select Facebook form.  If the connection to Facebook has been successful, you will see Lead Ads Facebook forms listed in the Forms template area of the web interface. Both active or archived forms may be visible depending on the forms you have configured in Facebook. 

Select an active form by clicking the three-dot menu on the form card to see the possible actions.

Click Use Form to open the form editor to see the fields of the form rendered in the same way they have been configured in Facebook. Archived forms can not be selected.

Once the connection has been established it is then possible to set field mappings to each field in order to save data directly in People and define the processing rules so new Leads will be created in People as soon as the Facebook form is submitted.

Create Live Chat forms

1. Select Live Chat Form when creating a new form on the main Forms page.

2. Inside the editor, use the Component block to create new fields. For example, add the Radio button component and type in the form`s name.


Components are not connected to People profiles and no processing rules have to be specified for them.

3. Next, add options to the component. They are available in the side panel.

4. Activate the form.

5. Create Live chat widget to use the Live Chat form.

Create Apple Messages for Business forms

An Apple Messages for Business account must be activated and connected to Infobip in order to collect form data automatically from Apple forms. See Apple Messages for Business Getting Started to learn more.

1. Select Apple form when creating a new form on the main Forms page.

2. Inside the editor, use the Component block to create new fields. For example, add the Radio button component and type in the form`s name.

3. Next, add options to the component. They are available in the side panel.

4. Click Settings to choose if the form should be marked as private (so responses cannot be viewed by agents in Conversations) or if you would like the user to see a summary of their responses before submitting the form.

5. Define the processing rules for the form in order to update profile information in People so you can use it in future marketing campaigns and for funnel analytics.

6. Activate the form.

Statuses and actions

Forms have different statuses that describe them and can be managed using actions such as activate, edit, duplicate, delete, or disable.

These are the available statuses: 

• Draft – Form has not been activated yet. Drafts will be deleted 90 days after the last update.
• Active – Forms are live and will be seen across the web. API submissions are also active. This status is triggered when the form has been activated in the form editor. 
• Disabled – Forms are disabled and cannot receive any data. Disabling a live form will take immediate effect. If it is embedded on any of your web pages, it will no longer be available and may show an error.
• Deleted – Form is removed from the web page and raw data will be deleted. However, events will remain stored for audience segmentation. Note that the opt-out forms and live chat forms can`t be disabled or deleted while it is being used on an active landing page.

To manage form statuses, go to Content > Forms. Click the three-dot menu on the form card of your choice to see possible actions.

All forms that appear on the homepage can be duplicated, except Facebook forms. Use their existing setup and layout, or modify them as you wish. The duplicate version will have the draft status.

Facebook forms status

Facebook forms statuses may have different meaning to statuses in Forms because configuration is handled on Facebook side. The status mapping between Facebook forms and Moments are handled in the following way:

Facebook status	Moments status	Notes
Draft	-	Draft Facebook forms cannot be added to Moments. They are not visible in the web interface.
Active	Draft	Active Facebook forms have been connected to Moments but the form has not been activated in Moments. When the form is in this status, the user can setup the field mapping for the form. Remember to ensure that Facebook forms are not left in draft in Moments for too long as leads will not be transferred into the system.
Active	Active	Facebook forms displaying as active in Moments shows that mapping is complete, the form is live and receiving leads.  Leads will only start appearing in Moments once the Facebook form is active in the web interface.
Archived	Active	Facebook forms that have been archived in Facebook will continue to show as active in Moments.  If your form is active and not receiving leads from Facebook, please check the form status in Facebook to ensure it is not archived.
Any status	Disabled	Facebook forms will show as disabled in Moments if the user disconnects his Facebook account.
Any status	Deleted	A user can delete any connected Facebook forms at anytime. By doing this the form will not receive any leads in Moments. If a user adds the deleted form again from Facebook it will be treated as a new form by Moments.

Components

Think of components as building blocks, and use them to create a form that will best serve your purpose. What you need to do is drag a component to the editor, name it, and, where possible, add options. 

Component options

When selecting a component, you will either see a field that allows free input, such as the Text component, or you can set up predefined options. These predefined options are available for the Checkboxes, Dropdown, and Radio button components, and they are visible in the right side panel.

To store the data that the user will input there, connect Components to People by matching it with the corresponding data type in People. For instance, the Date component would be connected to the data type Date. If you are going for the form with multiple answers - use the Checkboxes component, and connect it to the List attribute in People.

Create a component option

Click on the field to type in the name and value for each option.  Give the check box a name that will be visible on the form and assign the value that will be stored in People. If you want your website visitors to see a 2-year subscription, you can do that and save 2 as a value in People.

Connecting profile attributes and components

To save information on the data platform, you need to establish a link between the profile attributes and the form`s components. 

The Checkboxes, for example, can be connected to the Lists attribute in People. Each check box value that the form`s user has chosen will be saved as a new item in the list. This is what you will need to do: 

1. Create a custom List attribute in People > Configuration and save it.  

2. Go back to the Forms module: Content > Forms. Link the Component (Checkboxes) to the List attribute that you have just created.

3. After selecting the matching attribute, click the component field and use the pop-up window to enter options that will be recorded in People.

4. Continue to the next step: Processing Rules. To rewrite the existing data when the user submits the same form or another form that contains the same attributes, select Override. If you select Add new, the new items will be appended to the list enriching your existing data. 

Apple forms components

There are a few small differences when using components with Apple forms in comparison with creating other Forms. 

Firstly and most importantly, the final component view on the form in the editor will be rendered slightly differently on the users device. This is because the form editor is a skeleton for the form but Apple design the final view of the components that are displayed for the user. 

Apple forms also offer a bespoke Splash component that acts as a landing page for the form with customizable image, text and button. 

You can even select from different mobile keyboard types to guide the user on the type of input that is needed and ensure the smooth user interaction.

Apple forms conditions

Conditional fields are optional and allow you to place conditional questions inside forms. By doing this, you can build bespoke forms that seamlessly send your user to different fields of a form (also known as 'pages') depending on the response they give. 

For example, if a conditional field is applied to a radio button component you can branch the responses depending if the user replies yes, or no. If the user selects yes, they will be sent to a page that contains a different question than if they answer no.

Toggle the conditional fields option on the sidebar when a component is selected to define what page of the form the user should be sent to next.