Understand form data
What form data is
Form data is data associated with a conversation. Each piece of data has two parts:
- Key - the name of the data, such as
email,region,serial-number, and so on. - Value - the content of the data, such as
[email protected],US,EN-2721, and so on.
How form data gets set
There are several ways form data can be set for a given conversation.
Prefilled from user profile
If the user is logged in with an email address, this is automatically stored as the value for the form key "email".
Currently this is the only prefilled form data.
Entered by the user
Forms can be added to question or message nodes to prompt the user to manually enter information as appropriate.
Form data entered by the user can be marked as PII. This will prevent the data from being stored in Mavenoid's servers; it will only be stored in the user client and used within the flow and its transcript.
Set form data node
Set form data nodes can set any number of form data keys to specified values.
External script
External script nodes can run an external script and then store the output as the value for a given form data key.
Form data set by an external script node can be marked as PII. This will prevent the data from being stored in Mavenoid's servers; it will only be stored in the user client and used within the flow and its transcript.
External script functionality is currently experimental. To work with external script nodes, please reach out to your Mavenoid representative.
How form data gets used
There are a few ways form data can be read or used.
Form data condition node
A form data condition node can fork a flow's behavior based on the value of specified form keys.
Conversation transcript
Form data is included in all transcripts of a conversation that are sent via email or used to create external tickets.
Agent dashboard
Form data is included in conversation details viewed in the agent dashboard.