The Secure Messaging Form tab allows you to add and manage fields on the New Case form of your Secure Messenger. You can manage Title, Message, Attachments and Ticketing & Messaging custom fields on this form You can add and manage these fields to collect information from your authorized contacts when they start a new case with you. 

The collected information is visible to Agents with access and can be leveraged in Routing Rules, Triggers, and Agent Console Views.

Step by Step Instructions 

To customize the Secure Messaging Form, follow these steps:

1. Log in to your Comm100 Control Panel.  
2. From the left navigation menu, go to Ticketing & Messaging > Channels > Secure Messaging.
   
3. Click the Secure Messenger link, or click the Edit icon in the Operations column.
   
4. Go to the Form tab.
   Subject, Message, and Attachment are the default fields on the Form tab.
5. Click the + Add Field link.
   
   The Add a Field drawer appears. 
6. On the Add a Field drawer, select the Field name and add the Display name.
   
   You can click the Manage Fields link to navigate to the Fields & Mappings section of Ticketing & Messaging. 
7. Click OK.
   The field appears on your Secure Messenger Form fields list.
   
   
   Note: Subject and Message fields cannot be optional. 
8. Once the field appears in the list, you can perform the following actions:
   • Use the Required toggle key to make a field mandatory or optional.
   • Edit existing fields using the Edit icon under the Operations column.  
   • Drag the fields up or down to change their sequence on the form.
   • Delete a field using the Delete icon. 
9. Click Save.  

After saving, the changes automatically take effect across any existing or future installation. 

You can Quick Preview the form as you make changes in real-time under Secure Messaging Form. You may also Live Preview to view the last saved state of Secure Messenger on a dedicated URL.