Set Up Contact Forms

Background #

Allows Customers to fill out a Contact Us form to submit a support request. This can be accomplished by using an existing contact form you have or by using a tool like Formstack to create one.

Goals #

Create a Contact Us form to submit support requests.

Estimated Effort #

10 minutes

Step-by-Step Tutorial & Best Practices #

There are three important things to recall when sending Contact Us form submissions to Gladly: 

1. Submissions should be sent as an email to your support email address configured in Gladly (e.g.,[email protected]).
2. Your Contact US form should collect the submitter’s email address and validate it is correctly formatted (most Contact Us form providers, like FormStack, do this automatically).
3. The submission email’s Reply-To header should be set to the Customer’s email address provided in step #2. This is very important to prevent emails from appearing on a single Conversation Timeline. This also allows Agents to respond directly to the Customer (most Contact Us form providers, like FormStack, can be configured to do this automatically without any code).

To embed a webform in Glad App, see Embed a Web Form.