# Let Customers Book Appointments with CX Genie
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***IMPORTANT**: You must have the **Form Builder** feature enabled. If not, purchase it from the **Marketplace** section.*
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## Steps to Use
### Create a Form
**Step 1:** Go to the **Form Builder** section in the left sidebar. Then click **+ Create form name**.
**Step 2:** Name your form (this name is for your reference only and won’t appear in the chat).
**Step 3:** Click **+ Add field**. Enter **input labels** such as Name, Email, Phone Number, Appointment Date, or any other fields you need for your form.
**Step 4:** Choose an input type for each field. For example:
* Use **Text** for name and email.
* Use **Number** for phone number.
* Use **Date & Time** for appointment scheduling.
**Step 5:** Enable the **Require** option if the field must be filled before submitting.
**Step 6:** Repeat steps 3–5 to add as many fields as needed.
**Step 7:** Review your form. Then click **Save changes** at the top right to save your form.
*Note: Once a customer submits the form, you can’t make changes to its structure again.*
### Use the Form in Workflow
**Step 1:** Go to the **Bots** section → **Workflow** tab. Then click **+ Add new flow**.
**Step 2:** Name your flow and select the **Website** channel.
*Note: Forms currently don’t work on Facebook Messenger or Telegram.*
**Step 3:** Enable **Trigger conditions** and choose a trigger that best fits your needs.
For this example, we will select **Contain Keywords**. This means that the workflow will be triggered when a customer message includes any of the keywords you set.
Type a keyword like “book” and click Enter to submit it.
**Step 4:** Inside the workflow, click the right arrow next to the **Start** block to add a new block.
**Step 5:** In the new block, click the new block and open the dropdown list. Then select the **clipboard icon (Form Submit)** block. This block will send the form to customers to fill in.
**Step 6:** Type your desired message in the message field (this will be the form title).
You can also enable **Form completion required before continuing** to pause chat until form is filled.
**Step 7:** In the **Collect information** section, choose **Use custom form**. Then select the form you created earlier.
**Step 8 (Optional):** Add a **Text & Image** block to follow up with a thank you message or next steps.
**Step 9:** Review your workflow one last time. Then click **Save changes**. Finally, click **Publish** to activate the workflow.
**Step 10:** Go to your website and test the form by triggering it with one of the keywords you set.
The customer will see a summary of the information they entered after submitting the form:
**Step 11:** You can go back to the Form Builder section to see the form result.
## Video Guide
{% embed url="" %}
## Quick Tips
* Remember to **double-check your form before saving**. You cannot edit or change the field positions after customer submission.
* In your workflow, **use the Website channel only**, as forms don’t currently work on Facebook Messenger or Telegram.
## Troubleshooting
* **Problem:** The form doesn’t appear in the chat.
**Solution:** Ensure you selected the **Form Submit** block and chose the correct custom form.
* **Problem:** The workflow isn’t triggered when the customer types a keyword.
**Solution:** Confirm that **Trigger conditions** are enabled and the keywords are entered correctly.
* **Problem:** Can’t edit a form after a customer submits it.
**Solution:** This is expected. You must create a new form and replace the one you’re using in Workflow if changes are needed.
**Need help?** Join our [Discord community](https://discord.gg/SsYEF8PW65) or email us at .
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