Form to Chat

Use Live Chat to capture and respond to in-app form submissions.

Form to Chat allows Live Chat Manager to be used as a chat inbox, similar to an email inbox, where an agent can view user form submissions, and optionally respond to them whenever is convenient. The user does not know that a Live Chat conversation has been created. Instead, they only receive a push notification once an agent replies, inviting them to join the conversation.

A great example of this is the In-App Feedback use-case. In the case of a user leaving negative feedback, you have the ability to reply and address the feedback directly via chat. This is a great way to mitigate a poor user experience, and address any issues before the user takes their feedback to the public review boards.

 Note

Form to Chat requires minimum SDK versions iOS 16.1.0 or Android 16.1.0.

This is an update to the Javascript bridge to add the send_chat_action, which allows an in-app HTML form submission to post form contents as a new inbound message to Live Chat Manager.

Example of conversation assigned to the best available agent
function sendFormToChat() {
	var chat_message_object = { message: null };

	var question = "What is your favorite color?";
	var response = document.getElementById("formResponse").value;
	chat_message_object.message = question + " " + response;

	UAirship.runAction("send_chat_action", chat_message_object);
}

An agent using Live Chat Manager will see an alert that a new message has been received, which can be accessed from the Live Conversations page. By default, the conversation will be assigned to the best available agent. Otherwise, the message can be routed manually to a specific agent using the chat_routing property, as follows.

Example of conversation assigned to a specific agent
function sendFormToChat() {
	var chat_message_object = { message: null, chat_routing: { agent: "agent.email@airship.com"}};

	var question = "What is your favorite color?";
	var response = document.getElementById("formResponse").value;
	chat_message_object.message = question + " " + response;

	UAirship.runAction("send_chat_action", chat_message_object);
}