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AurionAI

Forms (Help Center and embeds)

6 min readBy Emmanuel Yazbeck

Forms decide which fields people fill in when a conversation is created. The portal form is the ticket form that customers use on your Help Center and on your own website. The agent form is the form that agents use to create a conversation in the dashboard. On the Forms page you build these forms and choose which form has which purpose.

Availability: Helpdesk and AI Voice + Helpdesk profiles. Administrators only.

Prerequisites

  • You have the Owner or Admin role. Other users see Access Denied.
  • Your organization uses the Helpdesk or the AI Voice + Helpdesk profile.
  • To embed a form on your website: a customer service tool is connected, because the Ticket Form card needs it, and you can edit the pages of that website.

Open the forms page

  1. In the sidebar, select Configuration.
  2. Open the Data & Forms category.
  3. Select Forms.

The page lists your forms. A badge shows the purpose of a form, Agent Form or Portal Form, and Default marks the default form of an entity.

The Forms page with the list of forms and their purposes.

AurionAI creates four forms for every organization:

  • "Conversation Intake", the default conversation form, with the Agent Form purpose.
  • "Contact Us", a conversation form with the Portal Form purpose.
  • "Contact Details" and "Company Details", the default forms for contacts and companies.

Where forms appear

  • Portal Form: the Help Center shows this form on its page for new tickets. When you embed the form, your website shows the same form. When no form has this purpose, the Help Center shows a simple form with a subject and a description.
  • Agent Form: agents fill this form when they create a new conversation in the inbox.

Only one conversation form can have each purpose. The two purposes exist only for conversation forms.

Create and build a form

  1. Optional: in the entity filter, select Conversation, Contact or Company. The new form is created for this entity. Without a filter, it is a conversation form.
  2. Select New Form. A form named "New Form" appears in the list.
  3. Select the form to open the builder.
  4. In Form name, enter a name.
  5. Add fields to the canvas:
    • Under Available fields, add a field that already exists, for example a system field or a custom field.
    • Under Field Types, drag a field type onto the canvas to add a new field to this form.
    • Select New custom field to create a new custom field. Read Custom fields.
  6. Optional: select Section to add a section, and drag fields into it. A section can have a title, a description and can be Collapsed by default.
  7. Select a field or a section to edit its properties on the right.
  8. Select Save.

The builder also has the Preview, JSON Schema and Versions tabs.

Assign a purpose

  1. On the row of a conversation form, select Assign as…, then Agent Form or Portal Form. You can also use Assign as... in the builder.
  2. If another form already has this purpose, read the message and select Continue. The other form loses the purpose.

To remove a purpose, select Unassign Purpose.

Publish and embed the portal form

  1. Open the portal form in the builder.
  2. Save your changes. On the portal form, saving keeps a draft: the builder shows Unpublished changes, and customers still see the published form. The draft also holds the field settings and section texts you changed, and the sections you added, removed or moved.
  3. Select Publish and confirm. The draft becomes the live form, and AurionAI creates a new version of the form. Field settings are saved on the field itself, so if another form uses the same field, it changes there too. Publish applies the field settings as they were when you saved, so a change made on the field itself after that is replaced.
  4. After the first publication, the builder shows two boxes:
    • Public submission URL: the address of the form on your Help Center. Select Copy URL to copy it.
    • Embed code: a snippet that shows the form in a frame on your website. Select Copy snippet and paste the snippet into your page.
  5. Before the frame loads on your website, add the address of your website to Allowed origins in the Ticket Form card. This card is on the knowledge base settings page. It shows only when a customer service tool is connected. When an ITSM tool is connected too, select the Helpdesk tab first. Read Knowledge base settings.

The Ticket Form card also lets you require sign-in and allow file attachments. The card has its own script embed code. While Require authentication is on, the card does not show this script code, because an embedded form cannot sign visitors in.

To drop a saved draft, select Discard changes and confirm. The builder goes back to the published form. If the form stops being the portal form, its draft is deleted too.

To go back to an older version, open the versions tab, select Rollback on that version and confirm. AurionAI creates a new version with the old fields and removes any saved draft. A version keeps the fields, not the sections: rolling back does not bring back the old sections.

Delete a form

  1. On the row of the form, open the menu with three dots and select Delete.
  2. Select Delete Form.

Default forms cannot be deleted. To delete a form with a purpose, unassign its purpose first. Deleting a form also removes its versions and its form rules. You cannot undo this.

Result

When you publish the portal form, the Help Center shows the new fields to the next customer who opens the ticket form. Saving alone does not change the Help Center. On other forms, saving still applies field settings at once. Conversations that already exist do not change.

If something goes wrong

  • The embedded form does not load on your website. Add the exact origin of the page, for example https://www.example.com, to Allowed origins. If you cannot find the Ticket Form card, connect a customer service tool first. Also check that sign-in is not required.
  • The public URL and the embed code are missing. The form must have the Portal Form purpose and must be published.
  • The delete button is not available. Default forms cannot be deleted. To delete a form with a purpose, unassign its purpose first.
  • A field is missing on the Help Center. The builder lists it under Hidden from customers. Turn on Visible to customers for this field. Read Custom fields.

Still stuck? Submit a request or .