Embed interactive forms in agent responses

Go beyond static replies by embedding interactive forms directly into the conversation flow. This removes the need to redirect users to external pages or manually follow up for missing details, helping agents guide customers through faster, more efficient interactions.

With this update, AI agents can now include multiple form types within a chat:

• Free-form text: collect open-ended responses
• Email or phone number collection: capture and validate customer email addresses and/or phone numbers
• Single or multi select: prompt users to select one predefined option or select multiple options
• One-Time Password (OTP): verify user identity securely within the conversation

Why it matters

Interactive forms help improve first-contact resolution by capturing complete, structured information upfront. They create a seamless, guided experience where customers can provide the exact information agents need (such as contact details, issue specifics, or identity verification) without ever leaving the chat. This reduces handle time by minimizing repetitive back-and-forth exchanges and enables more conversion-driven workflows, such as lead qualification or account setup. In addition, OTP verification adds a secure layer of trust and compliance.