Capture forms

Need the same details from every caller — a name, a policy number, a callback time? A capture form has the assistant collect them during the call and puts the answers in your team's hands the moment they're complete.

What it is#

A capture form is a set of questions your assistant asks when a situation you define comes up — a caller wants a callback, wants to make a booking, reports a problem. The assistant introduces the form with wording you choose, works through your questions in order as part of the conversation, and sends the completed answers to the people you pick — as a formatted email, a text message, or both.

What you can do with it#

• Take callback requests properly — name, best number to reach them on, and what it's about, delivered to your front desk's inbox before the caller has hung up.
• Require the essentials — mark a question as required and the answers aren't sent until the assistant has it; anything the caller misses, the assistant asks for again.
• Keep answers consistent — restrict a question to a fixed set of choices (department, preferred time slot, enquiry type) instead of free text.
• Route answers to the right people — each form has its own recipients, so booking requests can go to the front desk by email while urgent issues text the duty manager.
• Run different forms for different situations — one assistant can carry several forms, each with its own trigger, questions, and recipients — and a form can be switched off without deleting it.

How to set it up#

Everything is configured through OnCore's REST API. For each scenario you create a capture form on the assistant: the situation that should trigger it, what the assistant says to start it, the questions in order (with their answer types, required flags, and any fixed choices), and the email addresses and/or phone numbers that receive the results. The step-by-step flow is in the Capture forms guide, and every endpoint is detailed in the Capture Forms API reference. The assistant a form belongs to is covered in the Assistants guide.

Limits & FAQ#

• Answers can be free text or numbers, and a question can be limited to a fixed list of choices.
• Every form needs at least one recipient — an email address or a text-capable phone number — and can have several of each.
• A form can be deactivated at any time; a deactivated form never runs, and its setup is kept so you can switch it back on later.

When do we receive the answers? As soon as the assistant finishes collecting them, during the conversation — you don't wait for the call to end.

What if the caller skips a question? Optional questions can be skipped, and skipped answers are simply left out of the delivery. Required questions can't be skipped — the assistant asks again for anything required that's missing before the answers are sent.

Can one assistant have more than one form? Yes. Add a form for each scenario you want to capture; the trigger you write on each form tells the assistant which one fits the conversation.