Read form submissions

Summary

You read form submissions on the Form submissions screen in the KonversAI console. Select Conversations in the left sidebar, then select Form submissions. The screen has three panes: the submission list on the left under the heading Form submissions, the event timeline in the middle, and Conversation Details on the right. The timeline gives you every answer in the order the customer typed it, plus what each completion action did with those answers.

Who can do this

A team member with the View tenant settings permission reads form submissions in the KonversAI console. A Tenant Admin always has this permission, and a Tenant Operator does not have it by default. The sidebar item Conversations > Form submissions needs only View conversations, so a default Tenant Operator still sees it. The screen then fails to load, and the list pane shows the red message You do not have permission to perform this action. Ask an administrator to grant View tenant settings on the User permissions screen. This screen is read-only: nobody can change or delete a submission here.

Before you start

Make sure your tenant has the forms feature. Forms is a per-tenant feature flag. When the feature is off, the item Conversations > Form submissions is missing from the left sidebar of the KonversAI console, and so is the whole Forms item. KonversAI sends you back to your tenant home page when you open the address directly. Contact KonversAI support to switch the feature on.

Publish a form and let a customer start it. KonversAI creates a submission on the customer’s first action, not when they finish the form and not when they only open the page. Submitting a step creates it, and so does asking for email verification or typing an inquiry into a Smart text (AI response) field. A tenant whose forms nobody has started sees No form submissions yet.

Steps

1. Select Conversations in the left sidebar of the KonversAI console, then select Form submissions. The list on the left carries the same heading, Form submissions.
2. Narrow the list. Type in the search box, which holds the placeholder Search submissions…; the search matches the form name and the status. Select Filters to open the Form filter, then pick one form, or All forms to clear it. KonversAI shows No form submissions match these filters. when nothing matches.
3. Read the rows. Each row shows the form name, or Untitled form when the form has none. Under the name the row shows the status: In progress, Completed or Abandoned. On the right the row shows the completion time, or the start time when the submission is not complete.
4. Select a submission. The middle pane opens with the form name, the status, the line Started with the date and time, and the line Completed with the date and time. Completed is missing while the submission is still open. The middle pane prints the raw status value, such as in_progress, while the list shows the readable label In progress.
5. Read the timeline in the middle pane. KonversAI lists every event in time order, each with an actor badge of user or form agent and a time. The pane shows No events recorded for this submission yet. for an empty submission.
6. Follow the answers through the timeline. Form started opens it. An email field that asks for verification adds Email name@example.com entered for validation and then Email verified (name@example.com). A normal field adds User entered "Oslo" for "City". A Smart text (AI response) field adds User entered text in "Your inquiry": "...", followed by a Form Agent line, Support text presented to user: "...", which is the answer the assistant wrote beside the input while the customer typed.
7. Read the end of the timeline. Form submitted marks the completion. Under it, KonversAI lists one line per completion action, such as Form action #1: handover — succeeded or Form action #2: send report — succeeded (report sent to name@example.com). A Send report to end user action adds the line Subject: with the mail subject. A failed action reads failed and carries the reason after a colon.
8. Read Conversation Details in the right pane. Every form submission has a backing conversation, and this pane describes it: Status, End-user contact info, Events, Agents, Knowledge Base Documents and AI Confidence. Knowledge Base Documents names the documents the assistant used to answer a Smart text (AI response) field. On a phone, select Details above the timeline to open the same pane.
9. Change the questions, the field types or the completion actions in the form editor, not here. This screen never changes a submission. See Build a form.

FAQ

What does In progress mean on a form submission?

In progress on the Form submissions screen in the KonversAI console means the customer started the form and did not finish it. KonversAI creates the submission on the customer’s first action, such as submitting a step or asking for email verification, so an In progress row can hold very little. The submission keeps the answers from the steps the customer did finish, and the timeline in the middle pane shows them. The timeline has no Form submitted event, and no completion action ran, so nobody was notified and no report was mailed. The status changes to Completed the moment the customer submits the last step.

Why does the header show in_progress but the list shows In progress?

Both name the same status of the same submission on the Form submissions screen in the KonversAI console. The rows in the left list show the readable label, one of In progress, Completed or Abandoned. The header of the middle pane shows the raw stored value instead, one of in_progress, completed or abandoned. Nothing is wrong with the submission. Read the label in the list when you talk to a colleague.

What is an Abandoned submission?

Abandoned is the third status a submission can carry on the Form submissions screen in the KonversAI console, beside In progress and Completed. KonversAI does not set it automatically today. A submission that a customer opens and leaves stays In progress for ever, so expect to see In progress rather than Abandoned for an unfinished form. Treat an old In progress row as an unfinished submission.

A submission has answers but no Form submitted event. What happened?

The customer filled in part of the form and left. On the Form submissions screen in the KonversAI console, the timeline of that submission holds the User entered ... lines for the steps the customer did finish, and stops there. The row status stays In progress. Because there is no Form submitted event, no completion action ran: no handover reached a person, and no report was mailed. The answers are still readable in the timeline, so you can act on them by hand.

Where did the report email go?

Read the completion action line at the end of the timeline on the Form submissions screen in the KonversAI console. A successful Send report to end user action reads Form action #1: send report — succeeded (report sent to name@example.com) and adds the line Subject: with the mail subject. KonversAI writes that report from the Report prompt on the action plus the customer’s answers, and sends it to the address the customer verified during the form. When you see no such line, either the form has no Send report to end user action, or the customer never completed the form.

Why did the Send report to end user action fail?

The timeline on the Form submissions screen in the KonversAI console reads Form action #1: send report — failed and prints the reason after a colon. The usual reason is No verified email to send the report to. A Send report to end user action mails the report to an address the customer verified during the form, so the form needs an Email field with Offer email verification for this field checked, and the customer must complete that verification. Open the form under Forms > All forms and add the field. A failing action never stops the other actions: a handover on the same form still ran.

Why is Form submissions missing from my sidebar?

Your tenant does not have the forms feature. Forms is a per-tenant feature flag in the KonversAI console. When the feature is off, both Conversations > Form submissions and the whole Forms item disappear from the left sidebar. KonversAI sends you back to your tenant home page when you open the address directly, so there is no message to read. Contact KonversAI support to switch the feature on. A missing permission does not hide the item: Conversations > Form submissions needs only View conversations, and every new Tenant Operator holds that permission.

The Form submissions screen says I do not have permission. What do I do?

Ask an administrator for the View tenant settings permission. The Form submissions screen asks the KonversAI server for the submissions, and the server needs View tenant settings for that request. The sidebar item Conversations > Form submissions needs only View conversations, so a Tenant Operator sees the item without the permission behind it. The list pane then shows the red message You do not have permission to perform this action. and no submissions. A Tenant Admin grants the permission on the User permissions screen: select Settings in the left sidebar, select Users & permissions, then select the value in the Role column. The View tenant settings row sits in the Tenant settings group of the matrix.

Can I export the answers to a spreadsheet?

Not today. The Form submissions screen in the KonversAI console has no export button and no download. Read the answers in the timeline of each submission, or use the Send report to end user completion action to mail a written report for each submission as it completes. Set that action up in the form editor under Forms > All forms. See Build a form.