Using Conditional Attributes on a Visual Form

Forms can be a significant and intricate part of your business. Making a form as streamlined and relative as possible can lead to a more pleasant customer experience. 

Think about any time you filled out a form for a product and/or service where you left the process feeling more annoyed than helped. You might have felt frustrated due to the form being longer than needed, not related to your inquiry, or unintuitive to fill out as a consumer. That experience was not ideal, and your clients would not want to partake in an experience like this either!

Kustomer forms built with our Visual Builder feature can use conditional attributes to control when, what, or if subsequent fields are displayed based on values selected for designated fields. Conditions can be added to any attribute field and some of the components used in the form, allowing you to truly control the customer’s experience from the simplest version of a ‘Contact Us’ form all the way to an intricate form requiring a vast amount of detail that varies based on a customer’s prior inputs into the form. Another great example of conditional attributes that could be used by a customer is on a Return form. Conditional attributes can be used to control what questions are asked about the product based on the nature of the return. The subsequent questions asked could be very different if the reason for returning was a damaged product compared to no longer wanting the product or receiving the wrong product.

First Steps

First start by navigating to the Forms by clicking on the Settings button, you can then expand the KNOWLEDGE BASE section to expose the Forms option.

You are now in Forms and can click the “+ Add Form” button

Once navigated to a form, you can add attributes and/or additional components. Once you have fields added to your form, you can control if conditional attributes are required by checking the Advanced > Set conditions for this attribute box  

For instance, you can ask the customer the nature of their inquiry, a general question or a question related to an existing order. 

If the customer wants to inquire about a general question, you may not need any order details, but if their inquiry is about an existing order, it would be greatly beneficial to have their order information to better assist them.   

Another example would be to ask your customer for their contact preferences. This can be achieved through using conditional attributes in your form! If the customer prefers to be contacted over email, you will already have this information because email is a required field of the forms, so no additional details will be required. However, if the customer prefers to be contacted via a phone call or text message, you may need to collect this information from them in order to assist in the way that works best for them. This example form below showcases using multiple options to display a conditional attribute.

Here is an example of these conditional attributes in action on a very simple contact form.

The potential is limitless with how you can customize your form using conditional attributes to improve your customer’s experience!

Our help documentation on Form Builder can be found here and for any other questions about forms or conditional attributes please do not hesitate to reach out to the Support Team.