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      1. Yonder Knowledge Base
      2. Chatbot

      Using the ChatBot Enquiry Form

      Let customers request an email directly from the ChatBot to keep your support channels running smoothly.

      The ChatBot Enquiry Form makes it easy for website visitors to reach out when they need help. If the ChatBot suggests they contact your team, they'll see a button to submit an enquiry right in the chat. Simple and seamless!

       

      Adding Enquiry Forms to ChatBot Respones

      When the ChatBot directs a user to contact your team, a button will pop up, letting them submit an email enquiry without leaving the chat.

      enquiry form

      You can now decide exactly when an enquiry form appears by attaching it to a specific ChatBot response. This is ideal for enquiries that require a personalised touch or are too complex to handle entirely through automated answers.

      How it works

      1. Go to Yonder > ChatBot > Content.

      2. Click on an FAQ you want to attach the enquiry form to.

      3. Click the ‘Attach a form’ button, then select ‘Leave contact details’.

      Once attached, the enquiry form will automatically appear whenever that ChatBot response is triggered—allowing users to submit their contact details and message.

      This helps guide users toward support when they’re most likely to need it. 

       

       

      Notifications

      Once an enquiry is submitted, users on your Yonder account will get a notification—provided they have notifications enabled. Make sure your settings are set up how you like them so you don’t miss anything important. Learn how to customise notifications.

       

      Responding to Enquiries

      You can reply through the Yonder Inbox. Your reply will be sent to the customer via both the ChatBot and email, helping you cover all communication bases.

      email sent to customer

       

      What the Customer Sees

      Customers will get an email with your response from the email you’ve set up in Settings > Business Details that includes:

      • A partial transcript of the conversation.
      • A button linking back to your website so they can pick up where they left off.

      If the customer replies to the email, it will go straight to the email address listed in your Business Details, bringing the conversation into your inbox.

       

       

      Common Enquiry Topics

      Here are some popular questions customers often submit via the enquiry form:

      • What are your contact details?

      • How do I cancel or amend a reservation?

      • Do you host private events or charters?

      • Can I speak to someone directly?

      • How do I request a quote?

      • How do I report lost property?

      • Do you offer group bookings?

      • How can I get a copy of my receipt?

      • Who can I speak to about accessiblity needs? 


       

      Key Things to Know

      • There’s a three-minute delay before replies are sent.
      • If you send multiple messages within this time, they’ll be combined into a single email.
      • If the customer replies in the chat during this window, the message won’t be emailed.
      • You’ll know an email has gone out when you see 'Email sent to customer' below the chat.

       

       

      Frequently Asked Questions


      Can I customise the enquiry form fields?

      Customisation of enquiry form fields isn’t available at the moment - but we’re always looking at ways to improve. Stay tuned for future updates!

      Why is there a delay before replies are emailed?

      The three-minute delay helps keep messages tidy by combining multiple responses and avoiding unnecessary emails if the customer keeps chatting online.

      Can customers reply to the email notification?

      Yep! Their response will go to the email set in Settings > Business Details, so you’ll get it in your inbox.

      Will customers see the entire chat history in their email?

      Customers will get a partial transcript and a link to continue the chat on your website.


      Have other questions? Contact support@yonderhq.com.