What is the Form Builder

The Form Builder lets you create branded, multilingual web forms hosted by Atender. You drag fields onto a canvas, customize the look, pick what each submission should do — create a conversation, create a CRM entry, request a callback, or just log it — and Atender gives you a hosted URL plus an embed snippet.

It’s the way to turn web traffic into work without writing any of the front-end.

What kind of forms

Anything that’s structured intake:

• Support request forms (“Tell us what’s wrong”)
• Callback request forms (“Leave your number, we’ll call you”)
• Lead capture forms (“Get in touch”)
• Returns and refunds intake
• Sign-up or waitlist forms

Each form is a list of fields with a hosted public URL. Embed it on your website, link to it from emails, or share the URL directly.

What each submission can do

When someone submits a form, Atender runs one of these actions:

• Create a conversation — opens a new conversation in your inbox, with form fields mapped to the conversation body, subject, default team, and default agent. The conversation behaves like any other inbound — automations fire, SLAs apply, agents respond.
• Create a CRM entry — creates a contact or an organization in your CRM, with form fields mapped to standard and custom CRM fields.
• Save to a case — appends the submission to an existing case (when Cases ships; for now, treat this as a placeholder).
• Store in log — just records the submission as data. Useful for forms you want to view in bulk later without creating individual conversations.
• Create a callback — books a callback request against a specific phone number, with optional default language for the agent who handles it.

You pick the action per form. Field mappings — which form field fills which target field — are configured alongside.

Fields available

The palette includes the standard form-field types: short text, long text (textarea), number, date, dropdown, nested dropdown, multi-select, radio, checkbox, file upload, signature, rating, email, and phone. Each field has its own properties — required/optional, placeholder text, validation, default value.

A few field types are unusual enough to call out:

• Nested dropdown — a two-level dropdown where the second-level options depend on the first-level selection. Useful for Country → State or Category → Subcategory.
• File upload — accepts files into Atender’s object storage, attached to the resulting conversation or CRM entry.

Branding and design

Every form has a design tab where you set the primary color, background color, text color, button color, and button text color. You can add a header image, custom header links, social links, and footer text. The hosted form respects all of this — no extra CSS needed.

Forms support multiple languages: pick the active languages, set the default, and translate each field’s label, placeholder, and options in the Languages tab. The hosted URL accepts a ?lang= parameter to render in any active language.

Hosting and embedding

Each form has:

• A hosted URL — Atender serves the form at a public URL you can share or link to
• An embed snippet — paste it into your website to render the form inline; the same code handles localization via the embed config

Both are managed from the form’s actions menu.

Templates

The form list has a Templates dialog with starter forms for common patterns — callback request, support intake, returns, lead capture. Start from a template if you want a reasonable default; tweak from there.

Who can manage forms

The Form Builder requires the Form Builder module permission. Admins typically have it by default. Once a form is built, anyone with the link can submit it — forms are public by design.

See also

• Create a form
• Custom fields — for mapping form fields to conversation or CRM custom fields