Form Data Collector

  • Release version: Yokohama
  • Updated January 30, 2025
  • 1 minute to read

    • Learn about the Form Data Collector application that is used to assist with populating case form fields during a customer's interaction with a Virtual Agent chatbot.

    Viewing the Form Data Collector flow

    To view the Form Data Collector flow:
    1. Navigate to All > Conversational Interfaces > Virtual Agent > Designer.
    2. In the search field, enter Conv Form Ask Sequential Questions.
    3. In the list, select the Conv Form Ask Sequential Questions.

    Summary of the Form Data Collector flow

    1. The flow takes the input parameters that are listed in the following table.
      Table 1. Flow Data Collector parameters
      Name Description
      Table name Name of the table.
      Conversation context Context of the Virtual Agent conversation.
      Sys ID Identifier of the table.
      View Table view.
    2. The form fields are retrieved from the table and view inputs.
    3. The flow iterates through each field in the table.
      1. The field type is determined when a field is found.
        The following field types are supported:
        • Boolean
        • Date
        • Currency
        • String
        • Choice
        • Glide list
        • Reference
      2. Using the Form Data Collector capability, the Now LLM Service is called to determine if the question can be answered using the conversation history, or if a new question should be asked to the customer.
        Question can be answered using conversation history Update the case record (created by the Virtual Agent topic) with data from the customer's response.
        Question cannot be answered using conversation history Generate a question in a conversational format using Now LLM and present it to the customer.
    4. When there are no more fields, the flow returns the response output and the record field value pair.
    Note:
    Only UI policies are supported for field iteration in a form. Client scripts are currently not supported.