Handling messages from contact forms

If you have a contact form on your website that people use to email your team, those emails will arrive in Omni all originating from the same email address. As a result, all of those messages get associated with the same contact. To prevent this, you can use a short flow to create new contacts for each message.

You will need access to Advanced Flows to use this technique, available from the LeadApp Store.

Creating a message flow

In your Admin account:

Go to the Inbound page. Go to the Flows subpage. Click the New Flow button. Type a Flow Name. Click the OK button.

By default, the flow tool assumes you want to create a call flow. To create a message flow instead:

6. Click the Flows subpage again.
7. For the flow that you created, click the Create Message Flow link.
8. Drag the New Contact applet from the Message Applets to the Drop applet here box in the Message Received section.

By using New Contact first, you ensure that every message directed to this flow will result in a new contact. You can now add other applets to the flow to create the behaviour you want. If you simply want to direct the message and its new contact to an omnichannel queue:

9. Drag the Queue applet from the Message Applets to the Drop applet here box in the New contact section.
10. Click the Select a queue drop-down list to choose the correct omnichannel queue.
11. Click the Select a campaign drop-down list to choose the correct project.

12. Click the Save button in the top left corner.
13. Click the Flows subpage again.

Linking the email to your flow

Now, to link the email address from your contact form to this flow you must create an inbound route. In your Admin account:

1. Go to the Inbound page.
2. Go to the Inbound routes subpage.
3. Click the Create button to create a new route. (If you have an existing inbound route for this email address, you can update it to direct messages to the new flow).

Click the Type drop-down list and select Email. Type the Email address used by your contact form. Click the Destination type drop-down list and select Flow. Click the Flow drop-down list and select the flow you created earlier. Click OK.