Custom forms in the customer inbox

You can now create custom forms for customers starting conversations from your Help Center. This helps you collect exactly the information your team needs up front, like issue type, priority, or product area, so issues can be routed and resolved faster.

To set up a custom form, go to your Help Center → Customer Inbox → Custom Form. From here you can create and manage your form fields. You can add dropdowns, text areas, or text inputs, and set each as optional or required. Add placeholder text to guide customers as they fill out the form.

You can also trigger actions when a form is submitted, such as adding an assignee, label, priority, or thread fields. Multiple actions can be set up to automatically categorize and route conversations.

When customers submit the form, any required fields are clearly marked, and they’ll see an error if they try to submit without completing them. Your team will see the submitted details in the new thread’s timeline, with all configured actions applied automatically.

Learn more about custom forms in our help article. 

Authentication in the customer inbox

You can now control who can access your Help Center using three access modes found in Help Center settings → General → Access:

• Everyone - Public access

• Authenticated Customers - Restricted to specific customers based on rules you define

• Your Team and AI Agents Only - Access limited to your team and machine users

When using Authenticated Customers mode, you can define rules based on Customers, Tiers, Tenants, or Companies. These rules work independently, meaning a customer matching any one of them will be allowed access. For example, you can grant access only to customers in your "Premium" tier by selecting that option in the Tiers menu.

Learn how to get started with authentication here.