A server device may conduct an electronic sales transaction with a user device using instant message (IM)-based protocols, where the electronic sales transaction may include both: form-based IM communications that permit a form-based user interface (UI) to be displayed, on the user device, via which information regarding a user, of the user device, is received in a manner that is not accessible to an agent associated with the server device, and text-based IM communications that permit text-based IMs, between the agent associated with the server device and the user of the user device, to be displayed on the user device. The server device may further receive, via the form-based UI, a form-based IM that includes an order for one or more products or services associated with the electronic sales transaction.