Build a form

Summary

You build a form on the All forms screen in the KonversAI console. Select Forms in the left sidebar, then select All forms. The screen carries the heading All forms. From there you open the form editor, which has four sections: Basics, Steps & fields, Completion actions and Submissions for this form. A form holds one or more steps, each step holds fields, and one field type asks the assistant to answer the customer while they type.

Who can do this

A team member whose role includes tenant settings access in the KonversAI console. A Tenant Admin always has this access. A Tenant Operator does not have it by default, so a Tenant Operator does not see Forms in the left sidebar at all. Reading a form needs tenant settings view access. Saving a form needs tenant settings modify access. Ask an administrator to change your role.

Before you start

Make sure your tenant has the forms feature. Forms is a per-tenant feature flag. When the feature is off, the whole Forms item is missing from the left sidebar of the KonversAI console, and so is Conversations > Form submissions. There is no message on a screen to read, because there is no screen to open: KonversAI sends you back to your tenant home page when you open the address directly. Contact KonversAI support to switch the feature on.

Add a handover tool first when you want the form to reach a person. The Handover to human action in the form editor needs one. When your tenant has none, the editor shows No handover tools are configured for this tenant. Add one in Tools settings. and the form refuses to save with Action 1: Select a handover tool. Add the tool under Settings > AI tools in the left sidebar.

Know that only a published form works. The Status field in Basics says: Only published forms can be started by end users. A form in Draft or Archived is invisible to customers.

Steps

Select Forms in the left sidebar of the KonversAI console, then select All forms. The screen opens with the heading All forms and the line Build smart contact forms and multi-step forms powered by your tenant’s AI, tools, and knowledge base. A tenant with no forms sees No forms yet and Create your first form to start collecting smart inquiries.
Select New form. The editor opens with the heading Create form. To change an existing form instead, select its name in the Name column, or select Edit on its row; the editor then opens with the heading Edit form. Each row also has Preview, Duplicate and Edit (icons; the labels show on a wide screen). Preview appears only for a Published form that has a public link. To start from a copy, select Duplicate on a row: KonversAI duplicates the form and opens the copy.
Use On this page at the left of the editor to jump between Basics, Steps & fields, Completion actions and Submissions for this form. The Submissions for this form entry appears only when you edit a saved form.
Fill in Basics. The section covers Name, status, and description of the form. Type the form name in Name; the field is required and KonversAI shows Name is required. for an empty one. Type an internal note in Description. Pick Draft, Published or Archived in Status. Only Published lets a customer start the form.
Build the steps in Steps & fields. The section says: A form has one or more steps; each step holds the input fields. A simple contact form is a single step with an email field and a smart-text inquiry box. Each step carries the title Step 1, Step 2 and so on. Type a heading in Step title and a line of guidance in Step description. Select + Add step for another step. Drag the Reorder step handle to move a step. Select Remove step to delete one; the button is off for the only step, and off for a step whose fields already hold answers.
Add the fields of a step. Type the question in Label; the label is required and it must be unique across the whole form. Pick the field type in Type. Type guidance under the input in Help text, and example text inside the input in Placeholder. Check Required to make the customer answer. Select + Add field for another field, drag the Reorder field handle to move one, and select Remove field to delete one. The Remove field button is off for the only field in a step, and off for a field that already holds answers.
Choose the field type in Type. The seven types are Email, Phone, Number, Dropdown, Short text, Long text and Smart text (AI response). A new field starts as Short text. Each type opens its own options:
- Email shows the checkbox Offer email verification for this field. Check it to let the customer confirm the address by mail.
- Number opens an Advanced disclosure. Open it to see Number limits, with Min, Max and Step.
- Dropdown shows Dropdown options, with one text box per choice. Select + Add option for another choice and Remove to delete one. Give at least one option a label, or KonversAI refuses the save with a message such as Step 1, "Team": Add at least one dropdown option.
- Short text gives the customer a one-line input, for a name, a company or an address. Long text gives the customer a larger box that grows as they type, for a longer answer. Both open an Advanced disclosure with Minimum length.
- Smart text (AI response) shows Qualification prompt. This is the AI-powered field: the customer types an inquiry, and the assistant answers it beside the input while they fill in the form. The help text says: The AI uses this plus the tenant’s tools/knowledge to answer the inquiry or state what is missing. Not shown to the end user.
Set what happens on submit, in Completion actions. The section says: What happens when a form is completed. Actions run in order; a failing action does not block the others. Type the thank-you text in Completion message and the button text in Save button text. The customer reads that text on the button that moves them to the next step. Leave Save button text empty to use the default word, Continue.
Select + Add action to add a completion action. Each action carries the title Action 1, Action 2 and so on. Pick Handover to human or Send report to end user in Type. Check Enabled to run the action; clear it to keep the action but stop it running. Select Remove to delete the action. An empty list shows No completion actions yet.
Configure a Handover to human action. Pick the tool in Handover tool. The list opens on Select a handover tool…, and the help text says: The handover tool that will be used to notify a human agent when the form is completed. KonversAI refuses the save with Action 1: Select a handover tool. when an enabled handover action has no tool.
Configure a Send report to end user action. Type the mail subject in Email subject. Type the writing instruction in Report prompt; KonversAI writes the report from that instruction plus the customer’s answers, and mails it to their verified address. This action needs a verified email address on the submission, so give the form an Email field with Offer email verification for this field checked.
Type the text the customer reads after submit, in Completion message to end user. Leave it empty for the default. A Handover to human action takes the variable {form_name}. A Send report to end user action takes {email} and {form_name}.
Select Save form. KonversAI returns you to the Forms screen. Select Cancel to go back without saving.
Publish the form. Set Status to Published in Basics, then select Save form. A Preview control then appears on the form’s row on the Forms screen (icon, with the Preview label on a wide screen) and opens the public form page. The editor also gains a Share & embed section, which holds the form’s Public link and the Embed code for your own website. See Embed a form on your website.

FAQ

Two causes are possible in the KonversAI console. First, your tenant does not have the forms feature. Forms is a per-tenant feature flag, and when it is off the whole Forms item disappears, together with Conversations > Form submissions. KonversAI sends you back to your tenant home page when you open the forms address directly, so you see no message. Contact KonversAI support to switch the feature on. Second, your role does not include tenant settings access. A Tenant Admin always has it. A Tenant Operator does not have it by default. Ask an administrator to change your role.

What does the Smart text (AI response) field type do?

Smart text (AI response) is one of the seven choices in Type in the form editor in the KonversAI console. The customer types a free-text inquiry into the field. The assistant reads it, uses your tenant’s tools and knowledge base, and writes an answer beside the input while the customer is still filling in the form. You steer that answer with Qualification prompt on the same field. The help text says: The AI uses this plus the tenant’s tools/knowledge to answer the inquiry or state what is missing. Not shown to the end user. Both the inquiry and the answer appear later on the Form submissions screen.

Customers cannot open my form. What is wrong?

Check Status in Basics in the form editor in the KonversAI console. The help text under the field says: Only published forms can be started by end users. A form in Draft or Archived returns nothing to a customer. Set Status to Published and select Save form. A Preview control then appears on the form’s row on the Forms screen, under Forms > All forms in the left sidebar. Select Preview to open the public form page and confirm that it loads.

Why can I not remove a field or a step?

The field or the step already holds customer answers. The form editor in the KonversAI console shows the banner This form has submissions. Fields with answers cannot be removed; other edits are allowed. at the top. The Remove field button then carries the tooltip Cannot remove a field that has submissions, and Remove step carries Cannot remove a step that contains fields with submissions. KonversAI protects the answers you already collected. Two other rules also switch the buttons off: a step must keep at least one field, and a form must keep at least one step. Clear the Required checkbox on the field instead, so new customers can skip it.

What is the difference between Completion message and Completion message to end user?

Both live in Completion actions in the form editor in the KonversAI console. Completion message is a field on the form itself, near Save button text. KonversAI shows it to every customer who submits the form, whatever the actions do. Completion message to end user is a field on one action. KonversAI shows it only when that action runs and succeeds, and it takes variables: {form_name} for a Handover to human action, and {email} and {form_name} for a Send report to end user action. Leave the action field empty to use the default text for that action type.

The Handover tool list is empty. What do I add?

Your tenant has no handover tool. The form editor in the KonversAI console shows No handover tools are configured for this tenant. Add one in Tools settings. under Handover tool, and refuses the save with Action 1: Select a handover tool. Add a handover tool under Settings > AI tools in the left sidebar, then reopen the form and pick it in Handover tool. Only an enabled tool with the handover capability appears in the list. Until you have one, clear the Enabled checkbox on the action so the form saves.

KonversAI says two steps use the same label. Why does that matter?

Every field label must be unique across the whole form, not only inside one step. The form editor in the KonversAI console refuses the save with a message such as Step 1 and step 2 both use the label "Email". Use a unique label for each field. KonversAI builds the machine key of each answer from the label, so two identical labels would collide in the stored answers and in the report the assistant writes. Rename one of the two fields, for example to Billing email, then select Save form.

Where do I read what customers answered?

Select Conversations in the left sidebar of the KonversAI console, then select Form submissions. That screen holds every submission, with each answer in order and the result of each completion action. The All forms screen has a View submissions button that opens that screen for every form. The form editor Submissions for this form section has the same button, filtered to the form you are editing. See Read form submissions for the full screen.

How do I change a form that is already collecting answers?

Open it under Forms > All forms in the KonversAI console and edit it as usual. Most edits are allowed. The editor shows This form has submissions. Fields with answers cannot be removed; other edits are allowed. at the top. Some edits save with a note: KonversAI then shows Saved with warnings: and lists them, for example when you change a field type or drop a dropdown option that past customers chose. To try a bigger change safely, select Duplicate on the form’s row, edit the copy, and publish the copy when it is right.

Last reviewed 28 September 2026. Tell us when a step no longer matches the product.