Here’s a complete step-by-step guide for businesses to integrate internal forms into the Smax AI side panel, enabling agents to collect customer data in real time while chatting — with a Customer Feedback Collection use case as an example.

Use Case: Real-Time Customer Feedback Collection #

This use case helps your support or sales agents instantly capture structured feedback during or after the conversation — ensuring no missed insights and reducing follow-up steps.

Step-by-Step Instructions #

Step 1: Create Your Form #

Save the form with a clear name: e.g., Get feedback

Go to the Smax AI > Module Marketplace > Form

Create new form by using this guide: How to create built-in form in Smax

Add relevant fields:

• Customer Name
• Phone Number
• Service Used
• Agent/Staff
• Service Rating
• Staff Rating

Customize each field’s type (text, dropdown, etc.)

Save the form with a clear name: e.g., Get feedback

So you can see this form preview as like this

Step 2: Integrate the Form into the Chat Side Panel #

1. Go to Settings > Integration
2. Click “Add New”
3. In the popup:
   • Platform: Choose Internal Form
   • Name: e.g., Internal Form - Feedback
   • Description: e.g., “Collect service and staff feedback in live chat”
   • Icon Class: Optional (e.g., fa-comments, fa-star)
   • Webview: Select your created form (e.g., Get feedback)
   • Send block upon confirmation: Choose a block to trigger once the agent submits the form (e.g., Messenger Marketing Message, a thank-you or follow-up flow)
4. Click Confirm

Step 3: Using the Form in Live Chat #

1. Go to Live Chat > Choose a channel to go to its Inbox
2. Select a chat box of your customer
3. On the right side panel, the internal form (e.g., Get feedback) now appears in the icon
4. While chatting with a customer, the agent can fill in:
   • Service used
   • Staff who assisted
   • Their overall experience
   • Ratings
   ✅ Example:
   • Customer says: “I just had my first consultation.”
   • Agent opens form → fills in info → hits confirm

Step 4: What Happens After Submission? #

• The data is saved in your customer detail panel in the customer page
• The selected block is sent to the customer (e.g., “Thanks for your feedback! Our team will improve.”)
• You can export results for reporting or integrate with external CRM tools

Why Use This Feature? #

Benefit	Description
✅ Structured feedback	Clean, actionable insights from each chat
✅ No need to follow up	Info is gathered during the conversation, not after
✅ Agent-assisted form filling	Ideal for customers who don’t want to fill it themselves
✅ Integration with automation	Trigger thank-you blocks, workflows, and follow-ups automatically
✅ Supports any use case	Bookings, issue logging, sales qualification, onboarding, etc.

Other Form Use Cases You Can Build #

• Lead Qualification: Gather product interest, budget, company size
• Demo Scheduling: Collect time preference, timezone, needs
• Support Ticket: Record issue description, device, urgency
• Onboarding: Ask industry, usage intent, goal tracking
• Internal Notes: Let agents log customer sentiment privately

Pro Tips #

• Use dropdown fields for standard values (e.g., 1–5 star ratings)
• Pair this with Tags or Customer Properties to map answers into segments
• Use auto-fill logic (coming soon) to prefill fields with known data
• Set up automated follow-ups with “Send block on confirmation”