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Forms for Web Agents

Forms let your clinic’s Web Agents collect patient information directly from chat users. In DentalFlo, you can configure forms to gather standard lead details or fully custom data based on your clinic’s workflows.

Forms appear in the chat experience and can be required before a conversation starts.

Form types​

When you create a Web Agent, you can enable one or both of the following form types:

  • Lead Form
    A default DentalFlo form for collecting basic patient or lead information. You can customize this form by adding or removing predefined fields.

  • Custom Form
    A fully configurable form that you design from scratch to collect specific information for a particular purpose (for example, intake, eligibility checks, or follow-up requests).

Use cases​

  • Collect patient or lead information before a chat starts
  • Gather structured data through a fillable form during chat interactions
  • Customize data collection for different clinics, services, or workflows

Configure the Lead Form​

  1. Create or open a Web Agent.
  2. In the Web Agent builder pane, open the Form tab.
  3. Expand the Lead Form section.
  4. Configure the following options:
    • Enable Form
      Displays the form before the chat begins.
    • Auto-create Contact
      Automatically creates a contact record for each form submission.

      Note
      We recommend turning this off to avoid creating duplicate contacts.

    • Form Required
      Requires users to complete the form before starting a conversation.
    • Form Title
      Sets the title displayed at the top of the form.
    • Description
      Adds a short description to explain why the form is needed.
    • Fields
      Add or remove fields from DentalFlo’s default set of form fields.
  5. Save your changes.

Create a custom form​

Use a custom form when you need to collect information that is not covered by the Lead Form.

  1. In the Form tab, expand the Custom Form section.
  2. Click Add Form. The Create Form window opens.
  3. Configure the form:
    • Form Title
      Enter a descriptive title for the form.
    • Description
      Add a brief explanation of the form’s purpose.
    • Store Submissions
      Turn on this toggle to save all form submissions to your database.
    • Fields
      • Click Add Field.
      • Set the field label.
      • Select the information type.
      • Add placeholder text (optional).
      • Mark the field as required or optional.
      • Repeat for all fields you want to include.
  4. Use the Chat Preview pane to review how the form appears to users.
  5. Click Save to apply your changes.

Customize the chat window​

You can customize how the Web Agent appears and interacts with users in the chat window.

  1. In the Web Agent builder pane, open the Window tab.
  2. Configure the following sections as needed.

Avatars​

Customize the avatar for:

  • The Web Agent
  • The chat user (chatter)

Greeting message​

Edit:

  • The greeting message shown when the chat starts
  • Suggested replies sent by the Web Agent

Suggested prompts​

Configure quick actions that redirect users to external contact options:

  • Redirect email
    Click Add to define email addresses users can be redirected to.
  • Redirect phone
    Click Add to define phone numbers users can be redirected to.

Input field​

Customize the chat input field by:

  • Setting placeholder text
  • Defining a maximum character length
  • Choosing an input icon

Agent selection​

Configure agent selection behavior for the Web Agent:

  • Agent Selection Enabled
    Allows multiple agents to be connected to a single Web Agent.
  • Selection Title
    Sets the title shown to users when choosing an agent.
  • Selection Description
    Adds a short description to guide the user’s selection.