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Flowbuilder not putting form answers in ticket for agent



Posted Sep 18, 2023

Hello! We just launched our first flowbuilder and the first response is set to have the member input their name and email...but that form input is not being sent to the agent who gets assigned the chat. 

 

I am trying to figure out why it would be blank?


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Shawna James

Community Product Feedback Specialist

Hello Brighton! It looks like this is a question better suited for support. Here is a helpful article to get you started over there. Thank you! 

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hey Brighton,

I checked my test account and this is what it looks like for me - screenshot below. I just wanted to check if the form details were perhaps posted as a second comment after the "A form was sent" comment, like you can see in my screenshot. 

Let me know how you go :)

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If your Flowbuilder isn’t transferring form answers to the ticket for the agent, here are some steps you can take to troubleshoot:

  1. Form Field Mapping: Ensure that each form field is correctly linked to the corresponding ticket field. Incorrect mapping can prevent data from being transferred.
  2. Field Permissions: Check that the ticket fields are set to be editable by users. If they aren’t, the form data might not be saved.
  3. Flowbuilder Configuration: Review the Flowbuilder settings to confirm that form responses are configured to be included in the ticket. There might be a specific setting that needs to be enabled.
  4. Custom Fields: If you’re using custom fields, make sure they are properly set up and accessible to the Flowbuilder.
  5. Update and Sync: Sometimes, updating the Flowbuilder or syncing it with your ticketing system can resolve the issue.

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