Omniform

Omniform is an add-on for Qiscus Omnichannel that sends structured data from a conversation to your CRM, ticketing system, or any other service. Agents fill the form in the chat sidebar, or your system sends it to the customer as a link.

How Omniform works

1. An admin builds a form in the Omniform add-on in App Center: the fields to fill, the Omnichannel data to include, and the webhook URL that receives each submission.

2. The form is filled in, in one of two ways:

   • By an agent, in the chat-room sidebar while handling a conversation.

   • By the customer, from a link your system sends in the chat, for example a WhatsApp button from your chatbot. The link belongs to one form and one room, can be submitted once, and expires. See Share Forms with Customers.

3. Omniform sends the submission to your webhook: the answers, who submitted them, and the room data you chose. Your service then creates the ticket, updates the CRM, or does whatever it needs.

Customers who fill a form from a link see only the form itself. Room information, customer properties, additional information, and your webhook and API settings are never shown to them.

Activation

Follow the steps on the Getting Started page to activate the Omniform add-on.

Using Omniform in Omnichannel

1. In a chat room, click the App Center widget button.

2. Click Omniform.

3. If only one form is active, it opens immediately. If there are several, pick one from the list.

4. Fill in the form and click the submit button. Fields tagged optional can be left empty.

If the submission fails, the agent sees an error message and their answers stay in the form, so they can submit again.

Next steps

Response Format

The response format for dropdown choices loaded from your API is described in Developer Reference → Response format.