On this page

Use AI Form Builder to collect structured customer information during a conversation. It works well for enquiries, registrations, surveys, applications, event check-ins, and other processes where you need complete and consistent details.

Create a Form

This lesson collects an enquiry in website chat; it does not confirm a reservation. Configure and test WhatsApp screens separately.

Create, publish, and test an appointment enquiry form Watch on YouTube from 00:49
  1. Open Data Stores, choose Forms, and select the form creation action.
  2. Confirm the selected company and start a new form.
  3. Add a name, customer-facing description, completion message, and a clear trigger.
  4. Add the fields you need and mark required information appropriately.
  5. Choose whether submissions should be stored in a data store.
  6. Add any follow-up workflow actions.
  7. Publish the form and test it through the same channel your customers will use.

Write the trigger in plain language. For example: “Use this form when a customer wants to register for the event” is clearer than a list of isolated keywords.

Available Fields

  • Text — short answers such as name, email, or reference number.
  • Text Area — longer comments or descriptions.
  • Select — one option from a dropdown.
  • Checkbox List — one or more options.
  • Radio — one option from a visible list.

For selection fields used in WhatsApp Forms, you can also add a short description, supporting information, or an image to help customers choose confidently.

Additional field types and channel support

The field catalogue also includes number, email, phone, password, date/time, checkbox, opt-in, toggle, colour, tags, file, and rich-text controls. Signature, location, repeatable groups, and multiselect include web-specific options. A catalogue entry does not guarantee identical support in WhatsApp; test the generated Flow and the web renderer separately.

Use each field's configuration for required state, helper/error text, length, selection count, numeric limits, visibility, and enabled state where supported. Keep stable field names for API and tool mappings.

Protected tools and updates

The form interaction controls support dynamic read-only tool lookups, tool-to-form launch rules, and form-to-tool submission mappings. Use Agent Tools for setup and protected parameter behavior.

Allow Entry Updates enables supported update journeys for an existing entry. It is separate from allowing multiple independent entries. Test the intended update path; the visitor's read-only Forms tab does not itself edit or resubmit entries.

WhatsApp Forms

Enable WhatsApp Forms to give customers a guided, multi-screen form inside WhatsApp.

Build the Customer Journey

  1. Define all form fields first.
  2. Turn on Enable WhatsApp Forms.
  3. Group related fields into screens, such as Contact Details and Preferences.
  4. Customize screen titles, button text, captions, and optional images.
  5. Add a summary screen when customers should review their answers.
  6. Add a clear completion screen that explains what happens next.

If you do not create custom screens, Nviti places the fields on a default screen. If you do create screens, make sure every form field is included at least once.

Prefill Information Already Shared

When an AI conversation opens a WhatsApp Form, matching details already supplied by the customer can appear in the form automatically. The customer can review and edit them before submitting. This makes handoffs feel continuous and prevents repeated questions.

Use clear, consistent field names such as Full Name, Phone Number, and Email Address to improve matching. Always test the handoff with a realistic conversation before publishing.

Allow More Than One Entry

Turn on Allow Multiple Entries when one customer may submit separate registrations for several people. Each person receives an independent form and creates a separate entry, which is useful for event guests, family registrations, or group bookings.

Leave this setting off when each customer should have only one active entry.

WhatsApp Text Limits

WhatsApp limits the length of labels, descriptions, button text, and option text. Keep wording short and put essential guidance in the screen body. Nviti applies the channel limits when generating the form, but concise wording gives customers a better experience.

Form Workflows

Form workflows begin when an entry reaches the status you choose. You can branch by submitted answers and then add one or more actions:

  • Email Notification — notify a team member immediately or on a schedule.
  • API Action — send selected entry details to another business system.
  • Delay — wait before continuing.
  • Throttle — limit how often a path can run for the same entry.
  • Add or Remove Tags — organize the entry or the linked visitor for follow-up.
  • AI Message — create a warm, focused reply based on the submission and recent conversation.
  • No AI Response — prevent an additional automatic reply when the workflow already handles the response.
  • QR Response — generate and send a QR code connected to the entry.
  • Stop — end the workflow path.

AI Message

Use AI Message for a personalized confirmation or next-step message. Give it one focused instruction, such as “Confirm the registration and explain when the attendee should arrive,” and choose a tone that matches your brand.

Keep important facts—dates, prices, addresses, and policies—in the instruction or submitted data. Test the output before relying on it for time-sensitive instructions.

QR Response

Use QR Response for tickets, check-in codes, collection references, or verification links. You can:

  • Add a WhatsApp caption.
  • Use the default entry verification destination or provide another destination URL.
  • Add selected entry values as query parameters when the destination requires them.
  • Choose PNG or SVG and set the image size.

Each QR code is tied to its form entry. Avoid placing unnecessary personal information in the QR destination or query parameters, and test the scan experience with the device that will be used at check-in.

Best Practices

  • Ask only for information you need.
  • Use familiar labels and explain why sensitive information is requested.
  • Put related questions on the same screen.
  • Tell customers what will happen after submission.
  • Use Allow Multiple Entries only for genuine group-registration scenarios.
  • Test data prefill, form submission, workflow messages, and QR scanning end to end.
  • Review submitted entries regularly and improve questions that customers often misunderstand.

Keywords

AI form builder, WhatsApp Forms, form prefill, multiple entries, registration form, QR code, form workflow, customer data collection

Review submissions in the staff app

The native Forms destination is for permitted, company-scoped submitted entries. It appears only when the current role and available data permit it. Review total/completed/in-progress counts, search and apply the offered form, status and date filters. Open Submission preview for answers, tags and the permitted conversation link.

This review screen is separate from the web form builder. Reading an answer does not grant editing the form, publishing it or changing the customer's marketing choice. Long filters and bottom sheets account for larger text and the keyboard; scroll to lower controls when needed.