Adding Visible and Editable Fields

When customising your booking form, you have granular control over how each field is presented to your telephone agents. For each field you add to the form, you can specify whether it should be visible and whether it should be editable.

• Visible: A visible field is displayed to the agent on the booking form, but they cannot change its value. This is useful for providing context or confirming information that has been automatically populated from the source record.

• Editable: An editable field is also visible on the booking form, but the agent can modify its value. This is useful for capturing information that may need to be updated at the time of booking. If an agent changes the value of an editable field, the new value will be written to the CRM when the booking is processed, overwriting any previous data in that field.

By using a combination of visible and editable fields, you can create a booking form that is both informative and flexible. You can provide your agents with all the information they need to complete the booking, while also giving them the ability to make necessary changes.

To configure the visibility and editability of fields, simply use the options provided in the Booking Form section of the workflow settings. For each field you add, you can toggle the "Visible" and "Editable" settings to suit your requirements.