Customers prefer to find answers themselves where possible. By directing queries through a form on your website, available information can be presented to them before a question is even asked. A form can also be used to gather additional support information for your agents.
Designing a form for use by Fusion
Fusion will extract the following information from any incoming email:
XS_email: 30 characters*
XS_line_1: Address line 1, 30 characters
XS_line_2: Address line 2, 30 characters
XS_line_3: Address line 2, 30 characters
XS_phone_number: 20 characters
XS_city: 20 characters
XS_county: 20 characters
XS_district: District, 20 characters
XS_state: State, 20 characters
XS_postcode: zip code, 10 characters
XS_country: 10 characters
XS_country code: 2 digit ISO 3166-1 alphabetic code
* Asterisks fields are mandatory. Without these the Fusion reply will go to the sender email address.
Here is a sample input message and how it appears in Fusion:
XS_name:John DoeXS_email: email@example.comXS_phone: 123213111Custom field: Abba CDWhere is my order?
Will be shown as:
Custom field: Abba CDWhere is my order?
and replies are sent to firstname.lastname@example.org.
Note: Form emails will be only be processed if they come from your website domain.
Tip: Labels allow you to classify a message or highlight it for special attention. To pass a label in a form use the following format:
XS_label_type: Damaged goods
In this example the ‘type’ label has have been defined already in Fusion. If that’s the case then a coloured ‘Damaged goods’ label will be shown on this ticket.