Get lower support tickets, generate leads and collect customer data with In-chat forms in the Advanced tab of the Chat box. Learn how to configure each type of in-chat forms of your Shelly AI chatbot here.
Let you collect customer details when they want to contact support.
Show a contact form so customers can leave their details and message for human support.
Enable / Disable Toggle
Turn the contact form ON or OFF.
Preview (eye icon)
Preview how the form looks to customers.
Description field
This text explains to customers what the form is for.
Example shown:
“Leave your comments to our human agents”
This description appears at the top of the form and helps set expectations before customers submit their message.
Form Fields define what information you collect from customers.
The following fields are already added:
Email
Type: email
Required: Yes
Used to reply to the customer.
Name
Type: text
Optional
Helps personalize follow-up responses.
Phone
Type: text
Optional
Useful for phone or WhatsApp support.
Message
Type: textarea
Optional
Allows customers to explain their issue in detail.
You can drag fields to change their order or delete fields using the trash icon.
Use Add Field to collect more information if needed.
Label
The field name shown to customers.
Type
Choose the input type.
Default shown: Text
Placeholder
Hint text inside the field to guide customers on what to enter.
Required
Check this box if customers must fill in this field before submitting.
Add
Save and add the new field to the form.
Cancel
Discard changes.
This is useful for collecting details like order number, issue type, or preferred contact method.
Thank You Message
This message appears after a customer submits the form.
Example shown:
“Thank you! Our support team will contact you soon”
Purpose
Reassure customers that their message was sent successfully and set expectations for follow-up.
The Subscribe Form lets customers sign up for your Shopify newsletter directly from chat.
It helps you grow your email list, promote new arrivals, and stay connected with shoppers—even when they’re not ready to buy yet.
Enable / Disable Toggle
Turn the subscribe form ON or OFF.
Preview (eye icon)
Preview how the form looks to customers.
Description field
This message explains why customers should subscribe.
Example shown:
“Be the first one to get new arrivals from our store!”
This text appears at the top of the form and encourages customers to sign up.
Form Fields define what information customers must enter to subscribe.
Email
Type: email
Required: Yes
This is the only required field and is used to add customers to your Shopify newsletter list.
You can drag the field to reorder it or delete it using the trash icon (if allowed).
Add Field
Click + Add Field to include more fields if needed (for example, name or preferences).
Thank You Message
This message is shown after a customer successfully subscribes.
Example shown:
“New arrivals update is on its way to you!”
Purpose
Confirm the subscription and reassure customers that they’ll receive updates.
Show a form to collect order information when a customer asks about order status.
This helps automate order-tracking requests and saves your support team time.
Enable / Disable Toggle
Turn the order tracking form ON or OFF.
Preview (eye icon)
Preview how the form appears to customers.
Description field
This text tells customers what the form is for.
Example shown:
“Track your order”
This message appears at the top of the form and sets clear expectations.
Form Fields define what information customers must enter to track their order.
Order Number
Type: text
Required: Yes
Used to identify the customer’s order.
Email
Type: email
Required: Yes
Used to verify the order and match it in Shopify.
You can drag fields to change their order or delete fields using the trash icon.
Add Field
Click + Add Field if you need additional information (for example, phone number).
Choose where customers are sent after submitting the form.
Use Default Shopify Order Status Page
Redirect customers to Shopify’s order status page
This option sends customers to Shopify’s built-in order tracking page automatically.
Best for stores using Shopify’s standard fulfillment and tracking setup.
Use Custom Tracking URLs
Redirect customers to your own tracking pages
Choose this option if you use third-party tracking tools or custom order-status pages.
Best for stores with branded or external tracking experiences.
Here’s the continued user guide for Add Custom Form, written in the same clear, benefit-centric style and covering all elements shown on the screen.
The Custom Form lets you create your own form for specific customer requests.
Use it when built-in forms aren’t enough—so you can collect exactly the information you need, at the right moment in the conversation.
When to Use a Custom Form
Custom forms are ideal for:
• Refund or return requests
• Wholesale or bulk inquiries
• Appointment or booking requests
• Any special support or sales flow unique to your store
Form Name *
Enter a name to identify this form.
This is for internal use only and helps you manage multiple forms.
Example:
“Return Request Form”
Description
Add a short explanation of what this form is for.
This text helps customers understand why they’re filling it out.
Example:
“Please provide your details so we can process your return request.”
Scenario *
Describe the customer intent that should trigger this form.
How it works
The bot will show this form when a customer’s message matches the intent you describe.
Example scenarios:
• “I want to return my order”
• “I need a refund”
• “I want to become a reseller”
The clearer the scenario, the more accurately the form is shown.
Form fields define what information you collect from customers.
Add Field
Use Add Field to create each input field.
Field Label
The name of the field shown to customers.
Example: “Order Number”, “Phone Number”
Placeholder
Helper text inside the field to guide customers.
Example: “Enter your order number”
Required field
Check this if the field must be completed before submission.
Save Field
Add the field to the form.
You can add multiple fields to fully capture the information you need.
Submit Button Text
Customize the text on the submit button.
Example shown:
“Submit”
You can change this to match the action, such as:
• “Send request”
• “Submit return”
• “Request support”
Confirmation Message
This message appears after the customer submits the form.
Purpose:
Confirm submission and let customers know what happens next.
Example:
“Thank you! Our team will review your request and get back to you shortly.”
Enable this form
Check this box to activate the form and allow it to appear in chat.
If unchecked, the form is saved but not shown to customers.
Create Form
Save and activate the custom form.
Now you know how to configure in-chat forms in the Advanced tab of the Chat box to lower support tickets, generate leads and collect customer data. If you have any questions on this, please contact us via support@tapita.io