Multi-Step Form Workflow

The request submission experience has been enhanced with the introduction of Multi-Step Forms, enabling a more structured, guided, and intelligent way for users to complete complex forms. This update allows forms to be broken into logical steps and dynamically adapt based on user input, resulting in a clearer and more efficient submission flow.

Structured Step-by-Step Form Experience

Forms can now be configured as multi-step workflows, where related fields are grouped into clearly defined steps. Instead of presenting all fields at once, users progress through the form step by step, improving focus, reducing cognitive load, and making complex submissions easier to complete.

User Input Steps for Data Collection

Multi-Step Forms introduce User Input steps, allowing agents to define exactly what information they want to collect from users at each stage of the workflow.

Within a User Input step, agents can add various input fields and elements, such as:

• Text fields

• Number fields

• Drop-downs, radio buttons, and check-boxes

• File and attachment uploads

• Any other supported form elements

These fields appear directly within the step, enabling users to enter the required information before moving forward. Grouping inputs into dedicated steps ensures data is collected in a clear, logical, and user-friendly manner.

Conditional Workflow Branching

Multi-Step Forms support conditional steps, enabling workflows to dynamically change based on user selections.

When a step is configured as conditional:

A default (mandatory) path is always created and must be configured. This path is triggered when a user’s selection does not match any defined condition, ensuring the workflow always continues without interruption.

• Additional conditional paths can be created using the “+ Condition” option, allowing agents to define alternative steps for specific user choices.

• Based on the user’s input, users are automatically routed to the appropriate next step, creating a personalized and relevant form experience.

This approach allows a single form to support multiple workflows without duplicating configurations.

Shared Resources with Knowledge Base & FAQs

Multi-Step Forms introduce Shared Resource steps, allowing agents to surface helpful content directly within the workflow.

Shared resources can include:

• Knowledge Base Articles

• Frequently Asked Questions (FAQs)

Custom Text Steps for Workflow Guidance

Agents can add Custom Text steps anywhere within a multi-step workflow to communicate important information to users.

Custom Text steps can be used to:

• Provide instructions before users proceed

• Share clarifications or prerequisites

• Display confirmations, tips, or ending notes

• Guide users through complex decisions or next actions

This allows workflows to feel more conversational and supportive.

Input Viewer for Enhanced Visual Editing

To make building complex workflows easier and more intuitive, Multi-Step Forms includes an Input Viewer designed to provide a clearer, more spacious visual environment for configuring step details.

While the Workflow Builder focuses on defining the overall flow—such as steps, conditions, and branching—the Input Viewer is purpose-built for working with the actual form content. It gives agents more room to view, arrange, and refine the inputs that users will fill in at each step.

In the Input Viewer, agents can:

• Add all relevant input fields for a step using drag-and-drop

• Visually organize and reorder elements with more space and clarity

• Focus on field layout and content without workflow distractions

This separation allows agents to design the workflow structure first, then switch to a more visual, content-focused view to fine-tune user-facing details.

Improved End-User Submission Experience

For end users, these enhancements deliver:

• Clear step-by-step progression

• Purpose-driven data collection

• Contextual guidance and self-help content

• Faster, more confident form completion

These Multi-Step Form enhancements transform traditional forms into adaptive, guided workflows, enabling smarter data collection and a more intuitive request submission experience.