Contact Form Submission

Event Serialization

Emit once after successful acceptance; deduplicate retries and repeated acknowledgements by event_id.

Business Use Case

1️⃣ Support managers use submission trends to adjust staffing for incoming requests. 2️⃣ Customer experience teams compare submission trends to decide which help content to improve.

Business Criticality

High

Journey / Navigation Area

Customer Service

Owning Function

Customer Support

Scope

Event

Measurement Channels

Backend / API, Web

Calculation Notes

1️⃣ Include newly accepted submissions; exclude failures and updates to existing requests. 2️⃣ Count each submission once by event_id; reuse the identifier for retries and repeated acknowledgements. 3️⃣ Count separate accepted enquiries separately, including those from the same person. 4️⃣ Use original acceptance time; delayed delivery must not shift the reporting period. 5️⃣ Analytics can miss accepted requests; reconcile totals with support-system records.

Technical Details

Data Mappings

{
  "digitalData": {
    "event": [
      {
        "eventInfo": {
          "eventName": "contact_form_submission",
          "timeStamp": "2026-10-29T12:00:00Z"
        },
        "attributes": {
          "event_id": "cfs-7e5b4a92"
        }
      }
    ]
  }
}

[
  {
    "event": "contact_form_submission",
    "event_id": "cfs-7e5b4a92"
  }
]

[
  {
    "event": "web.formFilledOut",
    "eventInfo": {
      "eventId": "cfs-7e5b4a92",
      "timestamp": "2026-10-29T12:00:00Z"
    }
  }
]

[
  {
    "_id": "cfs-7e5b4a92",
    "timestamp": "2026-10-29T12:00:00Z",
    "eventType": "web.formFilledOut"
  }
]

Source Data

Dependencies

Report Attributes

Segment Eligibility

Governance

Dimensions

Derived Entities

GitHub

Community Discussion