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Build a support form that collects a topic and issue description, then shows the selected topic in the next message.

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Before you start

Before you start, sign in to the dashboard and select the organization you want to work in.
  • You need an agent with a flow you can edit. See Create an agent.
  • Use the Form reference for field types, validation, protection, and result paths.

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Collect a support topic

1

Create the form step

Add a Component gambit, turn on Workflow Mode, and pick Form. Set the gambit’s Variable to intake.
2

Add two fields under Inputs

In fields, add a required select field with key topic and label Topic. Add options with label Billing and value billing, and label Technical help and value technical.Add a required textarea field with key details and label Describe the issue. Set title to Support request and submitLabel to Send request.
3

Connect Submitted to a No Input gambit

In the next gambit’s message, enter Your request is about {{api.intake.form.answer.topic}}. Use the @ menu to insert the reference. Route Skipped and Free text, if enabled, separately because they do not contain submitted form answers.
4

Save the gambits

Save the Component and No Input gambits after configuring their inputs, message, and connection.
The Support request Component gambit in Workflow Mode, with variable intake, Form selected, and title and submitLabel inputs filled in
The fields input of the Support request Component gambit, with Field 1 set to key topic, label Topic, type select, required on, and its first option, label Billing and value billing
Field 2 of the fields input, with key details, label Describe the issue, type textarea, required on, and no options
The Support request form in a test conversation, with Topic, Describe the issue, and Send request

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Use the answers

The submitted topic is available at {{api.intake.form.answer.topic}}, and the description at {{api.intake.form.answer.details}}. Use the topic in a condition to branch, or pass the answers into a later tool step. Read these paths only after the Submitted outcome.

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Verify

1

Select Test and run the flow to the form

The form shows Topic and Describe the issue.
2

Submit with a required field empty

Validation prevents submission until the required fields have answers.
3

Choose Billing, enter sample details, and submit

The next message reads Your request is about billing.
The submitted support form, the support request confirmation, and the message Your request is about billing in a test conversation