Let Customers Book Appointments with CX Genie

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

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 or email us at [email protected].