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With Contact Center AI Platform (CCAI Platform), an agent can send a data collection form to an
end-user during a chat on the web channel or one of the mobile channels. You
create the forms and host them on your own servers. Forms from third-party
survey platforms aren't supported.
Before you begin
To turn on forms, you need your company secret code for authentication.
To get your company secret code, follow these steps:
In the CCAI Platform portal, click Settings > Developer Settings.
If you don't see the Settings menu, click menuMenu.
Go to the Company Key & Secret Code pane. Your company secret code
appears. You need this code when you turn on forms.
Turn on forms
To turn on forms, follow these steps:
In the CCAI Platform portal, click Settings > Forms. If you don't
see the Settings menu, click menuMenu. The Forms page appears.
Click the Enable Forms toggle to the on position.
For Form Settings, click Configure. The Browser Form Settings
pane appears.
In the Secret field, enter your company secret code, and then click
Save.
In the Forms page, click Add template. The Add Form
Template page appears.
To configure form settings, do the following:
For Type, select Browser form.
For Channel, select the channel or channels that you want the form
to be available in.
For Queue languages, select the queue languages that you want the
form to be available in. For example, if you select Channel =
Web and Queue languages = German, the form is available to
end-users using the web channel and a German language queue.
To configure form details, do the following:
In the Form template name field, enter an internal-facing form
template name. Agents see the form template name when selecting a form
in the chat adapter.
In the Form title field, enter a title for the form. End-users see
the form title on the contact card the during a
chat.
In the Form subtitle (Optional) field, optionally enter a subtitle
for the form. End-users see the form subtitle on the contact
card the during a chat.
In the Form External ID field, enter an identifier for the form on
your form server.
In the Preview URL field, enter a URL for the form preview that
appears in the agent adapter. For the form preview, you can use the
actual form or a generic form. If a form contains PII, Google recommends
using a generic form preview to help the agent identify the correct form
without viewing PII.
In the Form image (Optional) field, optionally enter an image for
the form. End-users see the form image on the contact
card the during a chat.
Click Save & Preview. The Template Preview dialog appears.
Do one of the following:
If the form doesn't appear as expected, click Edit. The Edit Form
Template page appears again and you can change your edits.
[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Hard to understand","hardToUnderstand","thumb-down"],["Incorrect information or sample code","incorrectInformationOrSampleCode","thumb-down"],["Missing the information/samples I need","missingTheInformationSamplesINeed","thumb-down"],["Other","otherDown","thumb-down"]],["Last updated 2025-08-25 UTC."],[[["\u003cp\u003eCCAI Platform allows agents to send data collection forms to end-users during web or mobile chats, with forms hosted on your own servers.\u003c/p\u003e\n"],["\u003cp\u003eWhen end-users are filling out a form, they are not considered active in the chat, so timeout and auto-dismissal settings should be adjusted accordingly.\u003c/p\u003e\n"],["\u003cp\u003eEnabling forms requires a company secret code, which can be found in the CCAI Platform portal under \u003cstrong\u003eSettings > Developer Settings\u003c/strong\u003e.\u003c/p\u003e\n"],["\u003cp\u003eForms are enabled and configured in the CCAI Platform portal under \u003cstrong\u003eSettings > Forms\u003c/strong\u003e, and templates can be created for different channels and queue languages.\u003c/p\u003e\n"],["\u003cp\u003eForm templates include settings for a form template name, form title, subtitle, external ID, preview URL, and an optional image, all displayed to the agent and/or end user.\u003c/p\u003e\n"]]],[],null,["# Data collection forms\n\nWith Contact Center AI Platform (CCAI Platform), an agent can send a data collection form to an\nend-user during a chat on the web channel or one of the mobile channels. You\ncreate the forms and host them on your own servers. Forms from third-party\nsurvey platforms aren't supported.\n| **Note:** When an end-user is filling out a form, they are not considered active in the chat. Therefore, when configuring [timeout](/contact-center/ccai-platform/docs/user-timeout) or [auto-dismissal](/contact-center/ccai-platform/docs/Chat_Settings_and_Features#dismiss-inactive-chats) settings, you should take into consideration the time an end-user needs to fill out a form .\n\nBefore you begin\n----------------\n\nTo turn on forms, you need your company secret code for authentication.\n\nTo get your company secret code, follow these steps:\n\n1. In the CCAI Platform portal, click **Settings \\\u003e Developer Settings** .\n If you don't see the **Settings** menu, click menu **Menu**.\n\n2. Go to the **Company Key \\& Secret Code** pane. Your company secret code\n appears. You need this code when you [turn on forms](#turn-on-forms).\n\nTurn on forms\n-------------\n\nTo turn on forms, follow these steps:\n\n1. In the CCAI Platform portal, click **Settings \\\u003e Forms** . If you don't\n see the **Settings** menu, click menu\n **Menu** . The **Forms** page appears.\n\n2. Click the **Enable Forms** toggle to the on position.\n\n3. For **Form Settings** , click **Configure** . The **Browser Form Settings**\n pane appears.\n\n4. In the **Secret** field, enter your company secret code, and then click\n **Save**.\n\n5. Click **Back** to return to the **Forms** page.\n\nAdd a form template\n-------------------\n\nTo add a form template, follow these steps:\n\n1. Follow the steps in [Turn on forms](#turn-on-forms).\n\n2. In the **Forms** page, click **Add template** . The **Add Form\n Template** page appears.\n\n3. To configure form settings, do the following:\n\n 1. For **Type** , select **Browser form**.\n\n 2. For **Channel**, select the channel or channels that you want the form\n to be available in.\n\n 3. For **Queue languages** , select the queue languages that you want the\n form to be available in. For example, if you select **Channel** =\n **Web** and **Queue languages** = **German**, the form is available to\n end-users using the web channel and a German language queue.\n\n4. To configure form details, do the following:\n\n 1. In the **Form template name** field, enter an internal-facing form\n template name. Agents see the form template name when selecting a form\n in the chat adapter.\n\n 2. In the **Form title** field, enter a title for the form. End-users see\n the form title on the [contact card](/contact-center/ccai-platform/docs/use-data-collection-forms#end-user-experience) the during a\n chat.\n\n 3. In the **Form subtitle (Optional)** field, optionally enter a subtitle\n for the form. End-users see the form subtitle on the [contact\n card](/contact-center/ccai-platform/docs/use-data-collection-forms#end-user-experience) the during a chat.\n\n 4. In the **Form External ID** field, enter an identifier for the form on\n your form server.\n\n 5. In the **Preview URL** field, enter a URL for the form preview that\n appears in the agent adapter. For the form preview, you can use the\n actual form or a generic form. If a form contains PII, Google recommends\n using a generic form preview to help the agent identify the correct form\n without viewing PII.\n\n 6. In the **Form image (Optional)** field, optionally enter an image for\n the form. End-users see the form image on the [contact\n card](/contact-center/ccai-platform/docs/use-data-collection-forms#end-user-experience) the during a chat.\n\n5. Click **Save \\& Preview** . The **Template Preview** dialog appears.\n\n6. Do one of the following:\n\n - If the form doesn't appear as expected, click **Edit** . The **Edit Form\n Template** page appears again and you can change your edits.\n\n - If the form appears as expected, click **Done**."]]
