Understanding Mogli Form Templates

Understanding Mogli Form Templates: Information and Best Practices for Efficient Data Gathering and Automation

This article provides information and best practices for using Mogli Form Templates effectively.

Question: Can I send forms out over any type of gateway?

Yes, Mogli allows you to send forms using various gateway types, including:

Important Note: We strongly advise against sending forms over Intelligent Area Code Routing gateways as this can lead to unreliable delivery.

Problem: My recipient receives the first question but no subsequent questions after their initial response.

Solution: To ensure the entire form is sent correctly, please verify the following:

Next Question Field: In your Question Template, confirm that the Next Question field is populated for each question. This tells Mogli which question to send next based on the recipient's answer.
Possible Answers: Ensure that each Possible Answer in your Question Template is correctly linked to the subsequent question in the Next Question field.
SMS Template Configuration: The SMS Template associated with your form should not contain the text of the first question. Instead, Mogli will automatically insert the exact text of the first question from your connected Form Template. Remove any pre-existing text in the SMS Template.

Question: What happens if a recipient's reply isn’t a defined Possible Answer?

Default Next Question (Recommended): If you have configured a Default Next Question in your Question Template, this is the message that will be sent to the recipient when their response doesn't match any of the defined Possible Answers.
No Default Next Question: If you haven't set up a Default Next Question, no further message will be sent to the recipient, and the Form will remain in an Active status.

Understanding Query Strings: The initial keyword a recipient texts in to start a form.

Important Considerations:

Avoid Blocking Keywords: Do not use the following words as Query Strings: END, STOP, BLOCK, CANCEL, UNSUBSCRIBE, or QUIT. Using these terms can cause our carrier to block your gateway (phone number), preventing form initiation.
Avoid Triggering Carrier Messages: Do not use HELP or INFO as Query Strings. These words will trigger an automatic message from the carrier that says, "Reply STOP to unsubscribe. Msg&Data rates may apply."
Case-Insensitive Responses: Mogli automatically recognizes variations in capitalization. For example, if you expect a "YES" or "NO" response, a recipient replying with "Yes," "yes," or "YEs" will all be interpreted as "YES." Therefore, you do not need to list all case variations (e.g., YES:::yes:::Yes) in your Possible Answers.

Keep SMS Templates Synchronized: When you change the text of the First Question in a Form Template, it is crucial to immediately update the corresponding text in your associated SMS Template to ensure consistency.
Leveraging Question Names for Automations: If you are using automation tools like Process Builder or Flow with your Form Templates, ensure you are referencing the Question Name and not the question text.
Updating Automation Rules After Renaming Questions: If you rename a Question Name within your Question Template, you must also update any related Process Builder or Flow configurations to reflect this new name. Otherwise, your automations will break.

Potential for Incomplete Forms: When a recipient texts in the initial keyword (Query String) to start a Form, they may not complete all the questions. In such cases, the Form will remain in an Active status.
Accidental Attachment of Unrelated Messages: If a recipient with an Active form later sends an unrelated incoming text message, Mogli might interpret this as a response to the active form. Mogli checks for any Forms with an Active status and attempts to relate the incoming response to the next expected question, which can lead to confusion for the recipient.
Automatic Form Closure with Booster Pack (Optional): Mogli offers a Booster Pack feature that can automatically set Forms older than 48 hours to Complete. If you are interested in this functionality, please contact your Account Manager or email <help@mogli.com> for more information.
Best Practice: Manual Form Completion: It is generally recommended to manually review and set Active Forms to Complete after a reasonable period to avoid the accidental attachment of unrelated messages.
Automatic Closure of Prior Forms: When a new Form is initiated by a Contact or Lead, Mogli automatically changes the status of any previously Active Form for that Contact or Lead to Complete (if it wasn't already). This ensures that there is typically no more than one Active Form record per Contact or Lead.

Mapped Object Configuration: The Mapped Object is the specific object in your system (e.g., Lead, Contact, Account) that the Form Template will update with the collected data. Ensure that the Mapped Object field in your Form Template is configured to a Mogli-enabled object.
Upgrading from Previous Mogli Versions: If you are upgrading from an older version of Mogli SMS, you will need to update your page layouts to include any new fields associated with Form Templates. Additionally, review and update your list views to display these new fields for better visibility.
Field Validation: If a recipient's response does not meet the validation rules defined for the corresponding field in your Mapped Object (e.g., an email field requiring an "@" symbol), the Form will proceed to the next question, but the invalid response will not be saved to the mapped field. For example, if the mapped field is an "Email" field and the response is "invalidemail," the email field will not be updated.