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Language: English
Demo

Platform

Form builder

The CONTACT.WORK form builder is an editor for the forms agents fill out during a call. Admins add questions, mark required fields, set display rules, and connect lookup lists, and the right form opens for the agent as soon as a call is routed to them. Answers are stored next to the call recording, feed into reports, and every form is sent to your CRM. You can also build the forms customers use to submit requests online.

Get a quotePricing
5field typesfrom lists to addresses
Customformfor each queue
CRMgets the formafter every call
Recordingof the callnext to the form

Capabilities

What the form builder does

Field typesDropdown, free text, multiple choice, and address.
Conditional fieldsA field appears only when a specific option is selected in another one.
Lookup listsTopics, reasons, and lead sources are stored as lists you can reuse in any form.
Role-based visibilityEach field is visible only to the employees who need it.
Required fieldsThe form can't be saved while they're empty, so reports don't lose data.
Edit after the callOpen a form from the call log and add to it if the conversation continues.
Forms for chats and emailLog the outcome of a chat or email in the same form you use for calls.
Quality surveysCollect ratings and NPS after a call with a form; results go to a report.

Form types

What forms you can build

Inbound call forms, outbound call forms, and request forms solve different problems, so they have different fields.

Inbound call form

When a call reaches a queue, the agent instantly sees that queue's form. While the customer talks, the agent picks the inquiry type, and the fields adjust: a complaint gets one set of questions, a callback requested from the IVR gets another. After the call, the form closes on a timer.

  • A form for each queue
  • Fields by inquiry type
  • Closes on a timer
Type 1 of 3

Create as many forms as you need: one per queue, line of business, or campaign.

How it works

How a form is built

Fields

What a form is made of

An admin adds fields, sets their order, and marks the required ones. Dropdown options come from lookup lists, so a new topic or reason shows up at once in every form that uses that list.

  • Order and required fields
  • Options from lookup lists
  • One edit updates every form

Rules

When and to whom a form is shown

A form is tied to a call direction – inbound, outbound, or internal – and to queues. Individual fields appear only after a specific answer in another field, or only for certain roles.

  • Direction and queues
  • Display rules
  • Role-specific fields

Data

Where answers go

The completed form is stored in the call log next to the call, where managers can also listen to the recording. Answers feed a report you can download as a spreadsheet, and a copy of the form goes to your CRM – a separate report shows which forms didn't get through and why.

  • Call log with recording
  • Report and export
  • Sent to your CRM
Consistent call outcomesAgents pick from a list instead of typing whatever comes to mind, so reports add up.
Edit it yourselfAn admin adds a new field or answer option – no developer needed.
No retypingSales reps see the completed form in their CRM and don't have to copy anything.
Completion trackingA report lists every call where the form was left blank.

Setup

How we build your forms

  1. 01ReviewWe listen to calls and decide with your managers what agents need to find out on every call.
  2. 02Lookup listsWe compile option lists – inquiry topics, decline reasons, lead sources – and add them as lookup lists.
  3. 03FormsWe create forms for queues and call directions and set field order, required fields, and when each field is shown.
  4. 04RolesWe decide which fields agents see and which are open only to supervisors and the QA team.
  5. 05CRMWe set up form delivery to your CRM, then use the delivery report to confirm every form gets there.
  6. 06Follow-upAfter a week, we check which calls have abandoned forms and remove fields that get in the way or that nobody needs.

Comparison

Free-text comment vs. form

FormComment
Reason for contactPicked from one listHowever the agent phrased it
ReportsInstant breakdowns by fieldComments read by hand
GapsReport on blank formsNoticed only during audits
CRMSent automatically after the callCopied by hand
New questionA new field appears for every agentExplained at a team meeting
Old answersPreserved when the list changesDifferent words for the same thing

Requirements

What you'll need

Access
Admin role in the platform
Lookup lists
Lists of topics, reasons, and sources
Queues
Configured call queues
CRM
A connected CRM to receive the forms
Agents
A browser – the form opens automatically
Price
Included in the platform; setup billed in plan hours

Before you start

What to decide up front

What do you need to know after a call?Which data managers want to see in reports, and which nobody reads.
How many fields to keep?The shorter the form, the faster agents fill it out and the less often they abandon it halfway.
Which fields are required?Only the ones without which a report or CRM record is useless.
One form or several?One shared form for all queues, or separate ones for sales, service, and outbound campaigns.
Who maintains the lookup lists?Who makes sure the topics and reasons in the lists match real calls.
Which fields go to the CRM?Which form fields become deal or task fields, and which stay in the platform.

Q&A

Frequently asked questions

What is a call form?

A set of questions the agent answers during a conversation with a customer: inquiry type, outcome, and decline reasons. Answers are tied to the call, feed into reports, and go to your CRM.

How is a call form different from a call script?

A script tells the agent what to say; a form records what they found out. In CONTACT.WORK, the AI assistant gives suggestions during the call, and the outcome stays in the form.

Agent assist →

Do we need a developer to change a form?

No. An admin edits the form in the editor, and the new version shows up for agents right away.

Will old answers break if we change the options?

They won't. Each answer is stored both as text and as a link to the option, so renaming an item in a lookup list doesn't change forms that are already filled out.

Do fields fill in automatically?

Some do. The platform fills in the name, number, and order by checking your CRM. The agent only picks the inquiry type and the outcome.

Will agents see a customer's past forms?

They will. On a new call, the agent sees forms from that person's previous inquiries, so there's no need to ask again about earlier agreements.

How do we check that agents fill out forms?

A dedicated report lists calls where the form wasn't saved, with the date, number, and customer.

Do forms go to the CRM?

As soon as the call ends, the form is sent to your CRM – Bitrix24, for example. The delivery report shows successful transfers and errors with the reason.

Bitrix24 →

Can we download answers as a spreadsheet?

You can. The form report, filtered by period, employee, and queue, downloads to Excel.

Can we hide some fields from agents?

You can. Each field has a list of roles that can access it. In the call log, agents see fewer columns, and call recordings are available to managers and the QA team.

Does the builder work for web forms?

It does. The request forms in the customer portal are built with it.

Customer portal →

What does a company gain by switching from comments to forms?

Time and accurate numbers. Agents log a call's outcome by picking from a list instead of typing – compare how many minutes that took before and after. Managers no longer sort through comments by hand: breakdowns by inquiry type and decline reason are built automatically, and the hours saved are easy to count.

How much does the form builder cost?

The form builder is free and comes with the platform. You pay only for our work setting up forms, lookup lists, and CRM delivery, billed from your support plan hours.

Pricing →

Glossary

Terms on this page

CRM – customer relationship management
Where a company keeps its customers, deals, and full communication history. Learn more →
Customer portal
A secure area of the website where customers track their requests. Learn more →
Call recording
Calls are saved so they can be replayed and disputes settled. Learn more →
Net Promoter Score (NPS)
How willing customers are to recommend your company – based on one question rated 0 to 10. Learn more →
Callback
The customer doesn't wait on hold but asks for a callback – and gets one when an agent is free. Learn more →
IVR (interactive voice response)
A phone menu: the caller hears a greeting and picks the right department. Learn more →
Supervisor
Leads a team of agents: watches the queue and quality, helps and coaches. Learn more →
Call queue – callers waiting to be answered
Callers waiting for an available agent. Learn more →
Customer record
The screen of customer data an agent sees during a conversation. Learn more →
Call script
A call playbook: what to say, what to ask, and how to handle objections. Learn more →
Agent assist
Suggests answers from the knowledge base to the agent during a conversation. Learn more →

More

More on customer conversations

Customer success platform Your team and your buyers work on shared requests, each on their own screen. Learn more Customer portal Customers check request status, download documents, and pay invoices on their own. Learn more AI consultant in chat Customers write whenever it suits them and get an answer right away – not the next morning. Learn more WhatsApp Two-way WhatsApp chats and approved templates in the agent's window. Learn more

Blog

From the blog

All articles →
Services · 7 min read Custom development of your contact center platform for your processes When contact center settings are not enough: integrations, modules, AI workflows. How to tell development from configuration and estimate the payback. Read the article → Management · 9 min read How many agents does your contact center need? Erlang C in plain English Calculate contact center staffing with Erlang C: workload, service level, shrinkage, and headcount by shift – all in one worked example. Read the article → Integrations · 7 min read CRM and phone system integration: what it does and how it works How to connect your phone system to your CRM: calls and recordings in the record, screen pop, click-to-call. What to decide first and how to check it works. Read the article →

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