CONTACT_US Category

CONTACT_US Category

The CONTACT_US category is designed for general inquiries, support requests, and contact forms. Use this category when users need to reach out with questions, requests for information, or general communication needs.

Category Specification

Code
{
  "flowCategories": ["CONTACT_US"]
}

Use Cases

Perfect for CONTACT_US

• General Inquiries - Information requests, questions about services
• Support Requests - Help requests, technical issues, account problems
• Business Inquiries - Partnership requests, business development
• Feedback Submission - General feedback, suggestions, complaints
• Information Requests - Pricing inquiries, product information
• Quote Requests - Service quotes, custom pricing requests

Not Suitable for CONTACT_US

• User registration - Use SIGN_UP instead
• Login issues - Use SIGN_IN instead
• Appointment booking - Use APPOINTMENT_BOOKING instead
• Surveys and feedback - Use SURVEY instead
• Lead qualification - Use LEAD_GENERATION instead

Recommended Components

Essential Components

• TEXT_INPUT - Name, email, phone number, subject
• TEXT_AREA - Message, detailed description, comments
• DROPDOWN - Inquiry type, department selection, priority level
• FOOTER - Submit contact form
• RADIO_BUTTONS_GROUP - Contact preference, urgency level

Optional Components

• CHECKBOX_GROUP - Topics of interest, communication preferences
• DOCUMENT_PICKER - Attachments, screenshots, supporting documents
• PHOTO_PICKER - Visual issues, product photos
• OPT_IN - Newsletter subscription, follow-up consent
• DATE_PICKER - Preferred contact date, availability

Implementation Examples

General Contact Form

Code
{
    "flowName": "general_contact_form",
    "flowCategories": ["CONTACT_US"],
    "flowJson": {
        "screens": [
            {
                "id": "CONTACT_FORM",
                "terminal": true,
                "success": true,
                "title": "Contact Us",
                "layout": {
                    "children": [
                        {
                            "type": "TEXT_HEADING",
                            "text": "Get in Touch"
                        },
                        {
                            "type": "BODY",
                            "text": "We're here to help! Send us a message and we'll respond as soon as possible."
                        },
                        {
                            "type": "TEXT_INPUT",
                            "label": "Full Name",
                            "name": "full_name",
                            "required": true,
                            "errorMessage": "Please enter your full name"
                        },
                        {
                            "type": "TEXT_INPUT",
                            "label": "Email Address",
                            "name": "email",
                            "required": true,
                            "inputType": "EMAIL",
                            "pattern": "^[\\w-\\.]+@([\\w-]+\\.)+[\\w-]{2,4}$",
                            "errorMessage": "Please enter a valid email address"
                        },
                        {
                            "type": "TEXT_INPUT",
                            "label": "Phone Number (Optional)",
                            "name": "phone",
                            "required": false,
                            "inputType": "PHONE"
                        },
                        {
                            "type": "DROPDOWN",
                            "label": "How can we help?",
                            "name": "inquiry_type",
                            "required": true,
                            "dataSource": [
                                {"id": "general_info", "title": "General Information"},
                                {"id": "technical_support", "title": "Technical Support"},
                                {"id": "billing_account", "title": "Billing & Account"},
                                {"id": "business_inquiry", "title": "Business Inquiry"},
                                {"id": "feedback", "title": "Feedback & Suggestions"},
                                {"id": "other", "title": "Other"}
                            ]
                        },
                        {
                            "type": "TEXT_INPUT",
                            "label": "Subject",
                            "name": "subject",
                            "required": true,
                            "maxLength": "100",
                            "helperText": "Brief description of your inquiry"
                        },
                        {
                            "type": "TEXT_AREA",
                            "label": "Message",
                            "name": "message",
                            "required": true,
                            "maxLength": "1000",
                            "helperText": "Please provide details about your inquiry"
                        },
                        {
                            "type": "RADIO_BUTTONS_GROUP",
                            "name": "contact_preference",
                            "label": "Preferred Contact Method",
                            "required": true,
                            "dataSource": [
                                {"id": "email", "title": "Email"},
                                {"id": "phone", "title": "Phone Call"},
                                {"id": "whatsapp", "title": "WhatsApp"},
                                {"id": "no_preference", "title": "No Preference"}
                            ]
                        },
                        {
                            "type": "OPT_IN",
                            "label": "Subscribe to our newsletter for updates and tips",
                            "name": "newsletter_consent",
                            "required": false
                        },
                        {
                            "type": "FOOTER",
                            "label": "Send Message",
                            "onClickAction": {
                                "name": "COMPLETE"
                            },
                            "centerCaption": "We typically respond within 24 hours"
                        }
                    ]
                }
            }
        ]
    }
}

Support Request Form

Code
{
    "flowName": "support_request_form",
    "flowCategories": ["CONTACT_US"],
    "flowJson": {
        "screens": [
            {
                "id": "SUPPORT_REQUEST",
                "terminal": true,
                "success": true,
                "title": "Submit Support Request",
                "layout": {
                    "children": [
                        {
                            "type": "TEXT_HEADING",
                            "text": "Need Help?"
                        },
                        {
                            "type": "BODY",
                            "text": "Describe your issue and we'll help you resolve it quickly."
                        },
                        {
                            "type": "TEXT_INPUT",
                            "label": "Your Name",
                            "name": "customer_name",
                            "required": true
                        },
                        {
                            "type": "TEXT_INPUT",
                            "label": "Account Email",
                            "name": "account_email",
                            "required": true,
                            "inputType": "EMAIL",
                            "helperText": "Email associated with your account"
                        },
                        {
                            "type": "DROPDOWN",
                            "label": "Issue Category",
                            "name": "issue_category",
                            "required": true,
                            "dataSource": [
                                {"id": "login_access", "title": "Login & Access Issues"},
                                {"id": "billing_payment", "title": "Billing & Payment"},
                                {"id": "technical_bug", "title": "Technical Issue/Bug"},
                                {"id": "feature_question", "title": "Feature Question"},
                                {"id": "data_export", "title": "Data Export/Import"},
                                {"id": "integration", "title": "Integration Issues"},
                                {"id": "other_issue", "title": "Other Issue"}
                            ]
                        },
                        {
                            "type": "RADIO_BUTTONS_GROUP",
                            "name": "urgency_level",
                            "label": "Urgency Level",
                            "required": true,
                            "dataSource": [
                                {
                                    "id": "high",
                                    "title": "High - Service Down",
                                    "description": "Critical issue affecting operations"
                                },
                                {
                                    "id": "medium",
                                    "title": "Medium - Feature Issue",
                                    "description": "Important but workaround available"
                                },
                                {
                                    "id": "low",
                                    "title": "Low - General Question",
                                    "description": "General inquiry or minor issue"
                                }
                            ]
                        },
                        {
                            "type": "TEXT_AREA",
                            "label": "Issue Description",
                            "name": "issue_description",
                            "required": true,
                            "maxLength": "800",
                            "helperText": "Please describe the issue in detail, including steps to reproduce"
                        },
                        {
                            "type": "TEXT_AREA",
                            "label": "What You Expected",
                            "name": "expected_behavior",
                            "required": false,
                            "maxLength": "300",
                            "helperText": "What should have happened instead?"
                        },
                        {
                            "type": "DOCUMENT_PICKER",
                            "name": "issue_attachments",
                            "label": "Screenshots or Files (Optional)",
                            "description": "Upload screenshots, error logs, or related files",
                            "required": false,
                            "maxFileSize": "10MB",
                            "maxUploadedPhotos": 3,
                            "allowedMimeTypes": ["image/jpeg", "image/png", "application/pdf", "text/plain"]
                        },
                        {
                            "type": "OPT_IN",
                            "label": "Allow support team to access my account for troubleshooting",
                            "name": "account_access_consent",
                            "required": false
                        },
                        {
                            "type": "FOOTER",
                            "label": "Submit Support Request",
                            "onClickAction": {
                                "name": "COMPLETE"
                            },
                            "centerCaption": "High priority issues receive response within 2 hours"
                        }
                    ]
                }
            }
        ]
    }
}

Contact Form Best Practices

Information Collection

• Required vs Optional - Balance data needs with user friction
• Contact Methods - Provide multiple ways to reach you
• Response Expectations - Set clear response time expectations
• Follow-up Consent - Get permission for future communication

Form Design

• Logical Flow - Organize fields in a natural sequence
• Input Validation - Ensure data quality with proper validation
• Help Text - Provide guidance for complex fields
• Error Messages - Clear, actionable error messages

Categories and Routing

Code
{
  "type": "DROPDOWN",
  "label": "Department",
  "dataSource": [
    {"id": "sales", "title": "Sales & Partnerships"},
    {"id": "support", "title": "Technical Support"},
    {"id": "billing", "title": "Billing & Accounts"},
    {"id": "general", "title": "General Inquiries"}
  ]
}

Privacy and Data Handling

Data Usage Transparency

Code
{
  "type": "BODY",
  "text": "Your contact information will only be used to respond to your inquiry. We do not share personal information with third parties."
}

Communication Consent

Code
{
  "type": "OPT_IN",
  "label": "I consent to being contacted about this inquiry",
  "name": "contact_consent",
  "required": true
}

Marketing Opt-in

Code
{
  "type": "OPT_IN",
  "label": "Send me product updates and promotional emails",
  "name": "marketing_consent",
  "required": false
}

Response Management

Auto-Response Setup

Set up automatic acknowledgment:

Code
{
  "type": "FOOTER",
  "centerCaption": "Thank you! We've received your message and will respond within 24 hours."
}

Ticket Reference

Provide tracking information:

Code
{
  "type": "CAPTION",
  "text": "Your reference number is #12345. Save this for future correspondence."
}

Common Contact Scenarios

Sales Inquiries

Code
{
  "type": "CHECKBOX_GROUP",
  "label": "What are you interested in?",
  "name": "sales_interests",
  "dataSource": [
    {"id": "pricing", "title": "Pricing Information"},
    {"id": "demo", "title": "Product Demo"},
    {"id": "trial", "title": "Free Trial"},
    {"id": "enterprise", "title": "Enterprise Solutions"}
  ]
}

Technical Issues

Code
{
  "type": "TEXT_INPUT",
  "label": "Error Message (if any)",
  "name": "error_message",
  "helperText": "Copy and paste any error messages you're seeing"
}

Partnership Inquiries

Code
{
  "type": "TEXT_INPUT",
  "label": "Company Name",
  "name": "company_name"
},
{
  "type": "DROPDOWN",
  "label": "Partnership Type",
  "name": "partnership_type",
  "dataSource": [
    {"id": "integration", "title": "Technology Integration"},
    {"id": "reseller", "title": "Reseller Partnership"},
    {"id": "referral", "title": "Referral Program"},
    {"id": "strategic", "title": "Strategic Partnership"}
  ]
}

Follow-up and Escalation

Priority Handling

Code
{
  "type": "RADIO_BUTTONS_GROUP",
  "name": "issue_impact",
  "label": "How is this affecting you?",
  "dataSource": [
    {"id": "blocking", "title": "Completely blocked - cannot work"},
    {"id": "slowing", "title": "Slowing down work significantly"},
    {"id": "minor", "title": "Minor inconvenience"},
    {"id": "question", "title": "Just a question"}
  ]
}

Contact Preferences

Code
{
  "type": "CHECKBOX_GROUP",
  "label": "Best times to contact you",
  "name": "contact_times",
  "dataSource": [
    {"id": "morning", "title": "Morning (9 AM - 12 PM)"},
    {"id": "afternoon", "title": "Afternoon (12 PM - 5 PM)"},
    {"id": "evening", "title": "Evening (5 PM - 8 PM)"}
  ]
}

Related Categories

• CUSTOMER_SUPPORT Category - For dedicated support workflows
• LEAD_GENERATION Category - For sales and business development
• SURVEY Category - For feedback collection

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CONTACT_US flows should be accessible, comprehensive, and set clear expectations for response times and follow-up communication