Forms: collect information on calls

What a form does

A form is a list of things you want an agent to find out on every call: a name, a preferred day, an email address, a choice from a set. The agent works the questions into the conversation and records the answers as it goes. Anything it didn't record during the call is picked up from the transcript afterwards.

Forms live in one library for your brand, so the same form can be used by several agents. Open it from Advanced → Forms in the sidebar.

Create a form

1. On the Forms page, click New form.
2. Give it a Name.
3. Add up to 12 fields. For each one, set a Label (what the agent should ask about), a Key (a short name your other systems will use), and a type: text, number, yes/no, date, email, phone, or a choice from a list you define.
4. Mark the fields the agent must get before wrapping up as Required. The rest are optional.
5. Save.

Choose keys carefully. Your webhooks and automations match on them, so they can't be changed once the form is saved.

Attach a form to an agent

1. Open the agent in Skill Agents and go to its Actions tab.
2. In the form card, pick the form. Choose None — free-form summary only to go back to a plain summary.
3. Save your draft and publish a new version.

Each agent can use one form. Form changes reach live calls only when you next publish: if you edit a form, re-publish every agent that uses it. The Forms page shows which agents use each form.

Where answers show up

• On the call. Open any call from the Calls page; the answers appear in the Summary card, with a note on whether each came from the agent during the call or was picked up from the transcript afterwards.
• In your other tools. Answers are sent with the call.completed webhook, and a separate form.completed webhook fires for calls that used a form. Both work with Zapier and with your own endpoints (see Integrations).

Delete a form

Click Delete form and confirm. A form can't be deleted while an agent is using it, so detach it from those agents first. Past calls keep the answers they collected; deleting only removes the form from the library.