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How do I see the submitted entry form data for chats?

1396 views   |   Last updated on Jul 12, 2024    Entry Forms

 

Webclient operators

The provided default fields for name and email address are rolled into the guest's identity and will display to the chat operator in place of the usual anonymous guest ID.  In the Chat History interface, the same thing happens, with the name and email replacing the anonymous guest ID.

 
If you have added custom fields to your entry form, those display as additional data for your chat operators, and you can also see that data in Chat History. 
 
Form data display to webclient operator
 

Operators in XMPP clients

Operators staffing chat from XMPP clients like Pidgin, Adium, or mobile XMPP clients will use the familiar "chat management link" that arrives at the start of each new chat.  This is the same page that is used for features like transfer, sending files, etc...

 

Chat History interface

The guest's name and/or email are shown in the "guest/name/email" column and replace the anonymous identifier. 
 
 
In order to search for a specific guest name or email or custom form data, you can use the advanced search drop-down menu.
 
Advanced Search toggle and form data fields
You can also enter searches for the name or email fields manually.  Both of those fields accept wildcards.  For example:
  • name:sarah*
  • name:"sarah jones"
  • email:*gmail.com
  • email:sarah@*
  • email:sarah@myschool.edu
 
After a chat that includes a custom entry form field exists, the Chat History interface should prompt you to reveal the column. Note that your current Chat History search must include the chat associated with your form metadata. For example, the default "range:week" search should do the trick if the chat in question happened anytime within the last seven days.
 
Chat History reveal column
 
You can also manage the display of all Chat History columns manually. Select the small triangle near the top of any column heading. Then pick "Columns..."
 
 
Chat History columns option
 
Select which columns you want to see in your Chat History grid.
 
Chat History columns selection
 
And now the custom entry form metadata column is included in your Chat History grid.
 
Custom form data displaying in Chat History grid
 

Chat History interface: individual chat management page

 
You can also view all form data for any individual chat by viewing its transcript and then detaching it into its own separate page. 
 
Detaching a chat into its own separate page
 
The separate page for the chat will include ALL form details, regardless of your Chat History column settings.
 
The separate chat management page includes all form data.
 

Tag for Followup email

When a chat is tagged for followup, an email is sent containing the transcript, optional chat operator notes, and a link to view the chat details.  To view the guest's submitted form data, follow the link to the chat details.  

 

The chat details link will open the management web page for the tagged chat, and it will include any submitted form data.

 

 
 

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