Conversational forms for WhatsApp, SMS and web
A conversational form asks its questions one at a time in a chat. Moozy runs one form definition as a WhatsApp conversation, an SMS exchange, a USSD journey or a web page, and the answers stay structured either way.
One question, asked as a web field, a WhatsApp message or an SMS reply.
Illustrative question.
One process, several ways in
Some people prefer a familiar web form. Others need help one question at a time. Guide them through the questions in manageable steps, then use their answers in the service you are delivering.
Example: route registrations by district.
Discuss your formWeb
A browser-based form for customers who prefer to see and complete fields on a page.
Question 3 of 6: which district do you live in?
Kweneng
Complete the form as a guided WhatsApp conversation.
Q3 of 6: which district do you live in? Reply with the name, e.g. KWENENG.
KWENENG
SMS
Answer one question at a time by SMS, without a data bundle.
Illustrative workflow.
Set the questions, required answers and validation, then choose what happens next. For USSD, use a menu-driven version of the journey.
Watch a form get built
Describe what you need to collect in plain English. The questions, the rules and the wording customers see are drafted for you to check and adjust.
Use the form as a web page or a conversation.
Smart fields, not text boxes · More on our channel
Where forms help
Start with a process where structured answers help your team complete the next step.
Registrations and onboarding
Register customers, capture interest or enrol people in a programme, then send a clear next step.
Surveys and feedback
Ask focused questions through a channel your audience can use. Keep responses structured so your team can review them and plan follow-up.
Service enquiries and applications
Capture the details your team needs to assess requests and take the next step.
Example: programme registration
Guide people through registration and send the next step.
Explain the programme
Say what the programme is and how the registration information will be used.
Collect registration details
Ask for the contact, location and other details needed for the programme.
Capture communication preferences
Let people choose how they’d like to hear from you.
Show or send the next step
Confirm registration and explain what happens next.
Connect answers to the next action
Use form answers to trigger confirmations, reminders or a staff handover.
Send submissions to your business systems through integrations.
Confirmation
Tell the person what happens next, on the channel they used.
Reminder
Schedule a follow-up at the right point in the journey.
Staff handover
Route submissions that need review to the right person on your team. How handover works
Your system of record
Create or update the right record in your connected system.
Validation, scoring and documents
A form that only collects text creates work for someone else. These keep the data clean and move the case forward.
Validation
Check each answer as it is given: required fields, formats, ranges and choices. The customer corrects it on the spot, on any channel.
Scoring and decision rules
Score an application against the criteria you set and route it by band. Scores are advisory and carry their reasons. A person makes the decision. How scoring works
Document and media collection
Ask for a photo of an ID, a proof of address or a picture of damage, on WhatsApp or the web. Identity and eKYC
USSD journeys
The same questions as a numbered menu for customers on basic phones. Explore USSD
Consent and access
Record consent as a question in the form, and limit who can open sensitive answers. Trust and governance
Related capabilities
Forms and data collection is one capability of Moozy’s omnichannel customer engagement platform. See how it is used across industries.
See it both ways
Bring a registration form or questionnaire. See how it works as a web form and a conversation.