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With FAQ Bot forms you can collect information from chat users directly in the conversation, send that data via email or API, and optionally, send data back to users.

​Contact form

FAQ Bot comes with a pre-configured email form so you can easily set up a contact form.

Contact forms (if set up) are triggered when a user needs help or the bot can’t answer their question.

They can also be set up in your knowledge base, so when a user enters “contact” the Contact form is triggered.

Form builder

Use the Forms page in the FAQ Bot portal to set up custom forms.

Forms are publishable, so that if you are working on a form and don’t want to expose it for use you can just save it as a draft and continue later.
Any existing forms can be edited – this will affect how they work without having to update the knowledge base.

Form configuration

Forms have a few general settings:

  • Name (required) – used for display/identification

  • Published (optional)

    • You can save a form as a draft and publish it when you’re ready.

    • If a form isn’t published it won’t be available in the knowledge base or to the user in chat.

  • Welcome Text (required) – a message sent to the user when they start the form

  • Completed Text (required) – a message sent to the user upon form completion

  • Exit Text (optional) – a message sent to the user if they exit/cancel the form

  • Processing Text (optional) – a message sent to the user when a request could take longer than expected (typical use case would be with an API based form)

Form Fields

Form Fields are the essence of a form – they are the questions the bot will ask the user to answer.

Each form field includes:

  • Field Name

  • Field Type, used for input validation (most common field types are Text and Email)

  • Bot Question, the question the bot will ask the user to collect the required information.

You can rearrange the order of form fields using the down arrow on the right. This affects the order questions are asked to the user.


​Form Actions

Once you’ve entered your form fields, you specify what the form will do with the data using Form Action.

Form Action: Email
Send an email to your desired recipient with the data your user has entered.

Email forms include the following settable actions:

  • Email To – where to send the form data (separate multiple addresses with a semi-colon delimiter e.g.;

  • Subject – the subject line of the email sent

Form action: API
You can also make forms which will call a specified API
You must specify the endpoint you would like the request to be sent to, along with any query parameters you require other than the ones we may potentially add to your endpoint.
We have two request types:

  • Request – Make a single request to the endpoint specified, a response is not expected

  • Request and Response – Make a single request to the endpoint specified and expect a response back which complies with our guidelines on response structure

We support GET and POST request methods.
For GET Requests, query parameters are added to your endpoint, which are form fields and their respective values. You must assign which ones to capture and use as query parameters
For POST Requests, a body is sent with the following JSON structure:

You can add any headers you may need to your request (Content-Type needs to be JSON if posting data and is set by default if not set manually).

Knowledge Base Forms

You can now add forms with ease to your knowledge base answers using the new Add Form option:

Only published forms are selectable.

If you see a form that doesn’t appear in your Form Builder page, it’s a “Custom” form. To make changes to a custom form, contact us.

Need more help?


Engagements allow you to target messages to the people chatting to your FAQ Bot, depending on where and when they are chatting.

FAQ Bot automates service and sales with chat

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