GETTING STARTED
Introduction to SmartAssist
Glossary
SmartAssist Lifecycle Management
SmartAssist Setup Guide
Sign Up for SmartAssist
Release Notes
Current Version
Recent Updates
Previous Versions
Frequently Asked Questions (FAQ)

EXPERIENCE DESIGNERS
Flow Designer
Introduction
Create Experience Flows
Navigate the Flow Designer
Experience Flow Nodes
Introduction
Node Types
IVR Menu
IVR Digit Input
Conversational Input
Split
Check Agent Availability
Check Business Hours
Message Prompt
Run Automation
Agent Transfer
Connect to API
Go to Flow
Deflect to Chat
Script Task
Set Queue
End Flow
Waiting Experience
Conversation Automation
Testing Widget
Use Cases
Overview
Questions & Answers
Conversations

ADMINISTRATORS
Account Management
Switch Account
Invite Developers to an Account
Routing
Skills
Skill Groups
Queues
Hours of Operation
Default Flows
User Management
Users
Agent Groups
Agent Settings
Role Management
Agent Status
System Setup
Channels
Voice
Chat
Email
Limitations With Accounts Using AudioCodes
Agent Transfer
Surveys
Agent Forms
Dispositions
Language & Speech
Overview
Language Management
Voice Preferences
Hold Audio
Standard Responses
Handling Sensitive Data
Widgets
Utils
AgentAssist Settings
SearchAssist
Advanced Settings
Co-Browse Settings
Community WFM (Beta)
Automatic Conversation Summary (Beta)
Intelligent Agent Tools
Sensitive Data Masking
API Reference
API Setup
API List
Integrations
Genesys Voice Bot
Voice Automation - Integration with Amazon Connect
Voice Automation NiceCX (CX One) - SIP Integration
Talkdesk Voice Automation
Audit Report

AGENTS
Agent Console
Introduction
Conversation Tray
Incoming Interactions
Interacting with Customers
Additional Tools
My Dashboard

SUPERVISORS
Dashboard
Automation
Queues and Agents
Interactions
Intelligence
Monitor Queues, Agents, Interactions, and Service Levels
Manage Layout

BUSINESS USERS
Reports
Introduction
Reports List

Agent Forms

In SmartAssist, Agent Forms provide a range of input fields that allow capturing required information from customers. Agent Forms work based on the Kore.ai XO Platform.

To reach the Agent Forms section, go to Configuration > System Setup > Agent Forms. Here, you can view and search existing forms and create new ones.

The Agent Forms Live Board

You can access the following features and information within the Agent Forms section: 

  1. Search: Use this field to search forms using name-level keywords.
  2. Name: Lists the name of a form.
  3. Actions: Lets you Edit, Publish, or Delete a form.
  4. Status: Lists the form status as follows: 
    1. In-development displays when a form is created and is still being worked on. This status is also shown for previously published forms modified after publishing.
    2. Published displays when a form has been approved and published.
  5. Last Updated: Displays the date and time when the form was last updated.

Create an Agent Form

To create an agent form: 

  1. Click + New Form.
  2. The New Form window opens, and you can configure the following:
    1. Enter the Name of the form, the Display Name of the form, and the Description. 
    2. Enable Agent Form Data to redact form information from the Bot Context, Debug Logs, Service Calls, Agent Transfer, and the Bot Kit. Once enabled, the XO Platform will replace the user input with a unique, random, system-generated alphanumeric value in all the modules.
    3. Select an Assignment:
      • Assign to Queues lets you make forms available for conversations in all or selected queues.
      • Assign to Agent Groups allows you to make forms available for agents in specific agent groups.
    4. Click Save & Proceed.

Build an Agent Form

You can build Agent Forms by adding individual components, such as text fields, checkboxes, radio buttons, date fields, etc. Please see the form-building process explained in detail in Digital Forms within the XO Platform documentation.

Edit a Form

Edit Form Fields

If you want to update the fields that an agent form contains, follow these steps:

  1. Find the form in the Configuration > System Setup > Agent Forms section.
  2. Click on the form record. This action will open the form builder, where you can make changes.

Edit Form Settings

There are two ways to edit form settings (Name, Description, Form Data Security or Assignments):

  1. From the Agent Forms Live Board:
    1. Find the form in the Configuration > System Setup > Agent Forms section.
    2. Click the Edit icon under Actions.


  2. From the Form Builder:
    1. From the top toolbar of the form builder, click the More Options button.
    2. Select Settings.

Publish a Form

Publishing a form means making it available for agents to select within the Agent Console and send to customers, as shown below. See Agent Forms for Handling Sensitive Information for details.

To publish a form:

  1. Find the form in the Configuration > System Setup > Agent Forms section.
  2. Click the More Options icon under Actions.
  3. Select Publish.

Note: If you edit the form after publishing it, you must re-publish it for the change to reflect.

Delete a Form

There are two ways to delete an Agent Form:

  1. From the Agent Forms Live Board:
    1. Find the form in the Configuration > System Setup > Agent Forms section.
    2. Click the More Options icon under Actions.
    3. Select Delete.

  2. From the Form Builder:
    1. From the top toolbar of the form builder, click the More Options button.
    2. Select Delete.

Note that you cannot restore deleted forms. Please proceed with caution.

Agent Forms

In SmartAssist, Agent Forms provide a range of input fields that allow capturing required information from customers. Agent Forms work based on the Kore.ai XO Platform.

To reach the Agent Forms section, go to Configuration > System Setup > Agent Forms. Here, you can view and search existing forms and create new ones.

The Agent Forms Live Board

You can access the following features and information within the Agent Forms section: 

  1. Search: Use this field to search forms using name-level keywords.
  2. Name: Lists the name of a form.
  3. Actions: Lets you Edit, Publish, or Delete a form.
  4. Status: Lists the form status as follows: 
    1. In-development displays when a form is created and is still being worked on. This status is also shown for previously published forms modified after publishing.
    2. Published displays when a form has been approved and published.
  5. Last Updated: Displays the date and time when the form was last updated.

Create an Agent Form

To create an agent form: 

  1. Click + New Form.
  2. The New Form window opens, and you can configure the following:
    1. Enter the Name of the form, the Display Name of the form, and the Description. 
    2. Enable Agent Form Data to redact form information from the Bot Context, Debug Logs, Service Calls, Agent Transfer, and the Bot Kit. Once enabled, the XO Platform will replace the user input with a unique, random, system-generated alphanumeric value in all the modules.
    3. Select an Assignment:
      • Assign to Queues lets you make forms available for conversations in all or selected queues.
      • Assign to Agent Groups allows you to make forms available for agents in specific agent groups.
    4. Click Save & Proceed.

Build an Agent Form

You can build Agent Forms by adding individual components, such as text fields, checkboxes, radio buttons, date fields, etc. Please see the form-building process explained in detail in Digital Forms within the XO Platform documentation.

Edit a Form

Edit Form Fields

If you want to update the fields that an agent form contains, follow these steps:

  1. Find the form in the Configuration > System Setup > Agent Forms section.
  2. Click on the form record. This action will open the form builder, where you can make changes.

Edit Form Settings

There are two ways to edit form settings (Name, Description, Form Data Security or Assignments):

  1. From the Agent Forms Live Board:
    1. Find the form in the Configuration > System Setup > Agent Forms section.
    2. Click the Edit icon under Actions.


  2. From the Form Builder:
    1. From the top toolbar of the form builder, click the More Options button.
    2. Select Settings.

Publish a Form

Publishing a form means making it available for agents to select within the Agent Console and send to customers, as shown below. See Agent Forms for Handling Sensitive Information for details.

To publish a form:

  1. Find the form in the Configuration > System Setup > Agent Forms section.
  2. Click the More Options icon under Actions.
  3. Select Publish.

Note: If you edit the form after publishing it, you must re-publish it for the change to reflect.

Delete a Form

There are two ways to delete an Agent Form:

  1. From the Agent Forms Live Board:
    1. Find the form in the Configuration > System Setup > Agent Forms section.
    2. Click the More Options icon under Actions.
    3. Select Delete.

  2. From the Form Builder:
    1. From the top toolbar of the form builder, click the More Options button.
    2. Select Delete.

Note that you cannot restore deleted forms. Please proceed with caution.