Forms in Canned Responses are used to collect structured information from customers. Forms provide streamlined data collection, enhanced user experience, accurate and consistent input, and increased automation and efficiency. An agent or bot can send the forms in a messaging interaction and receive the response from customers.

To create and associate a form, follow these steps:

1. Create a Canned Responses library. You can also use an existing library.
2. Create a response of type form in the library that you created in step 1. Specify form details such as Form info, Form prompt, and Form confirmation.
3. Create pages in a form based on the information that you want to collect from the customer for the business case. Page types include list picker, date picker, and free text input.
4. (Optional) You can use the forms in the following ways based on your business needs:
   • To make the form available only to specific queues, assign the library with the form to the required queues. The agents that are part of the queue can access these forms through the Canned Responses panel.
   • To use the form in a digital bot flow, add the form action in your digital bot flow.