Custom Forms

Custom forms let you build your own multi-step forms and use them in place of the built-in Lead Collection or Human Contact Form. You choose the fields, the thank-you message, and the submit button, then bind the form to the section where you want it shown.

Where to find forms

Select your chatbot and navigate to Settings > Forms. This page lists your saved custom forms. When you have not created any yet, it shows "No custom forms yet" with a Create your first form button. Custom forms are available as a premium feature - an upgrade prompt appears if your plan does not include them.

Create a form

Click New form (or Create your first form when the list is still empty) to open the form builder.

Build the form

The builder has everything you need to define the form on one screen, with a live preview on the right. For a pizzeria, you could collect contact details in the first step and order preferences in the second.

• Form name - an internal name so you can identify the form in the dropdowns later.
• Thank-you message - the confirmation text shown after a visitor submits the form.
• Submit button - set the button label, pick an optional icon, and choose its color.
• Build and Custom CSS tabs - build the fields visually, or switch to Custom CSS to apply your own styles.

Add fields

On the Build tab, give the step an optional title, then click a field-type button to add that field. A form supports up to 10 steps, 50 fields in total and 3 File upload fields. Choice fields support up to 100 options each.

• Name - a single-line field for the visitor's name.
• Email - captures an email address, validated as an email.
• Phone number - captures a phone number.
• Date - a date picker.
• Time - a time picker.
• File upload - lets the visitor attach and upload a file (see below).
• Short answer - a single-line free-text field.
• Long answer - a larger multi-line field for longer responses.
• Checkbox - a single tick box, for example to accept terms.
• Dropdown - a menu where the visitor picks one option from a list.
• Single choice - a set of options where the visitor picks exactly one.
• Multiple choice - a set of options where the visitor can tick several at once.

Each field has a Label (what the visitor sees) and a Name (the internal key used in exports and notifications). You can mark a field Required, set its Width so fields sit side by side, and drag fields to reorder them. Dropdown, Single choice, and Multiple choice fields also take a list of options, one per line.

Add steps

For longer forms, split the fields across steps instead of one long screen. Click Add step, then add fields to that step. Dragging reorders fields within a step. Each step is its own card with an optional title.

Visitors see each step as a separate screen in the chat and move between them with Next and Previous buttons, which appear automatically once a form has more than one step. When a form is multi-step, the builder also lets you set the label, icon, and color for the Next and Previous buttons.

Give each step a short, action-oriented title (for example "Your details", then "Your request") so visitors always know where they are in the form.

File upload fields

A File upload field lets a visitor attach a file to their submission. For each file field you can set:

• Accepted extensions - a comma-separated list, for example pdf, png, jpg. Only files with these extensions are allowed.
• Max size - the maximum file size in MB, up to 10 MB.

Uploads are checked on submission: the extension must be in your allowed list, the file must be within the size limit, and its actual contents must match the declared type.

Live preview

The Live preview panel on the right shows the form exactly as visitors will see it, updating as you add fields, add steps, and change the styling.

When the form is ready, click Save. The form now appears in your list under Settings > Forms.

Use a custom form

A saved custom form does not appear to visitors on its own. Bind it to a section:

• Settings > Lead Collection - open the Form shown to the visitor dropdown and select your custom form instead of the built-in form.
• Settings > Human Contact Form - open the Form shown to the visitor dropdown and select your custom form instead of the built-in form.

The visitor then sees your custom form wherever that section is triggered.

Enable the chosen section first. Lead Collection lists forms containing a Name field and an Email or Phone number field. Human Contact Form lists forms containing an Email field; its first Long answer field supplies the support message. See Lead collection and Human Support Contact Form for triggers and notification settings.

You can also offer a form independently through Settings > Actions > Add action for custom form. Configure when the AI should display it; saving a form alone does not activate an action.

How it looks to the visitor

The form appears inside the chat window. The animation shows a table request with contact details followed by request preferences. The static screenshots below show a separate pizza-order enquiry: the visitor first completes Your details, then moves to the next step.

View the static screenshot

Step 2, Order preferences, shows a Preferred pizza dropdown and Additional notes. The visitor can return with Back or submit with Send request. These are the button labels configured for this example; your form uses the labels you choose in the builder. After submission, the configured thank-you message appears in the chat. This example does not include a file upload field.

View the static screenshot

See submissions in the Leads tab

When a visitor submits a custom form that is bound to Lead Collection or the Human Contact Form, the submission is saved as a lead. Open the bot's Leads tab to review it.

Alongside the standard Name, Email, Phone, Collected date, and Entry point, a Form data column shows the full submission: each field's label followed by the value the visitor entered, one line per field. For a File upload field, the uploaded file's name is shown; the lead notification email and the CSV export (the Export button on the Leads tab) both include a download link to the file itself.

From each lead you can also click through to the full Conversation to see the chat around the submission.

Test the selected trigger in Overview, complete all steps and submit the form. Confirm the thank-you message and check the saved submission. Test notification delivery with an address you control if notifications are enabled. Standalone action forms are recorded in the conversation; do not assume that every standalone submission creates a lead.

Related articles

• Lead collection
• Human Support Contact Form
• AI Actions