Set up your website contact form so that messages are received in your Mailbox and you can reply directly to the customer from eDesk

This help file will guide you through setting up a Contact form on your website or webstore.

Before you start

  • The eDesk Chat is available as an Add-On. To find more information, click here. 
  • You’ll need to have access to Smart Tools > Widgets in your Settings. If you don’t have access, you can request it from an Admin user within your business. 

01 Setting up a Contact Form

  1. Go to Settings → Smart Tools → Widgets.

  2. On this page, click Add a Widget and you'll be able to choose between creating a Live Chat or a Contact Form. Pro-tip: Give the chat or form a descriptive name so that you can identify it easily in the list.

  3. By selecting Contact Form, you can add a contact form, which your customers complete, and then click a button to send it to your Agents. 

  4. Name your widget and select the channel (website) you’d like it to appear on. You must already have connected this channel to eDesk. Then click Finish.  

    Next, customize the colors and buttons in the Contact Form that will be added to your website.

02 Form set up

eDesk will extract the following information from any incoming contact form message:

XS_name: Name *
XS_email: Email *

XS_line_1: Address line 1
XS_line_2: Address line 2
XS_line_3: Address line 2

(30 character limit)

XS_phone_number: Phone number

XS_city: City
XS_county: County
XS_district: District
XS_state: State

(20 character limit)

XS_postcode: Zip code
XS_country: Country
XS_country code: 2 digit ISO 3166-1 alphabetic code

(10 character limit)

* Mandatory fields
These are required in order to respond to the message

02 Tags

Tags allow you to classify or highlight a message within eDesk 

To add a tag to the contact form ticket use the following format:
XS_label_type: Damaged goods

In this example, the ‘type’ tag has been created in eDesk already
Once the message is received in eDesk, the Damaged goods tag will be assigned on the ticket

To find out more about Tags, see here

03 Other Information

Any additional message content will make up the body of the message within the ticket

Form emails will only be processed if they come from your website domain