Form Data Collector

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Form Data Collector

    The Form Data Collector application enhances customer interactions with Virtual Agent chatbots by populating case form fields effectively. This tool is essential for obtaining and processing user inputs seamlessly during conversations.

    Show full answer Show less

    Key Features

    • Flow Navigation: Users can access the Form Data Collector flow via All > Conversational Interfaces > Virtual Agent > Designer and search for "Conv Form Ask Sequential Questions."
    • Input Parameters: The flow utilizes key parameters such as table name, conversation context, Sys ID, and view to retrieve form fields from relevant tables.
    • Field Type Support: It supports various field types including Boolean, Date, Currency, String, Choice, Glide list, and Reference.
    • Conversation Management: The capability to utilize Now LLM to determine if questions can be answered based on conversation history or require new queries enhances the chatbot's responsiveness.
    • Field Iteration: Only UI policies are supported for iterating through fields; client scripts are not currently supported.

    Key Outcomes

    The Form Data Collector improves case record updates by capturing data from customer responses when possible. When prior context is insufficient, it generates and presents clarifying questions to the user, ensuring accurate data input and case handling. Certain questions, particularly those requiring specific customer input (e.g., dispute categories and reasons), are bypassed from LLM processing to guarantee precision in gathering necessary details.

    Learn about the Form Data Collector. This application 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, type Conv Form Ask Sequential Questions.
    3. Select the Conv Form Ask Sequential Questions topic block in the list.

    Summary of the Form Data Collector flow

    1. The flow takes the following input parameters:
      Table 1. Flow Data Collector parameters
      Name Description
      Table name The name of the table.
      Conversation context The context of the Virtual Agent conversation.
      Sys ID The identifier of the table.
      View The 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. Determine the field type 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, call Now LLM 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.

    Questions Displayed in Disputes intake via Virtual Agent

    Disputes intake via Virtual Agent displays the same questions, dispute category options, and dispute reason options presented in the Disputes playbook.

    Bypassed questions from LLM processing

    The Form Data Collector in Disputes intake via Virtual Agent will bypass the following questions from LLM processing during the conversation. These questions require direct customer input to ensure that the correct dispute category and reason code are selected.

    • Select dispute reason
    • Select dispute category
    • What best describes your issue?
    • Please provide additional details about the issue.
    • Was the transaction processed within the Intra-European Economic Area?
    • What best describes your billing issue?
    • Which of these is incorrect?
    • Did you receive a refund instead of having the transaction reversed?
    • Did you attempt to make this transaction?
    • Is the card in your possession?
    • Do you see an extra transaction related to your original purchase?
    • Did you make this transaction while commuting?
    • What best describes your billing issue?