A form linked to a course that never arrived, one stuck on Pending after it was made compulsory, and a "how did you find us" answer nobody could find look like three faults. They are one form read at three points: how it was built, how it was attached, and where the answer came back.
Build the questions
A form is sections, and a section is questions. Each question is one field: a label, a type, and whether it is Required.
- Open Fields & Forms and select the form.
- On Builder, select Add Field in a section, or Add Section for a new section.
- Enter the Question, choose its type, and switch on Required if a booking cannot go ahead without the answer.
- Select Publish Changes, tick the box in Before You Publish, then select Publish Changes.
Open the type badge on the text question. The menu offers only the types whose stored answers would still make sense afterwards, which is why a Yes/No badge has no chevron on it at all.
Tip
Put the questions a client answers once, like how they found you, in their own section. A second section is free, and it is the difference between finding that answer later and scrolling for it.
Decide who gets it, and when
Nothing is attached from the service. A service's Fields & Forms tab lists what is already linked, and Policies & Paperwork is for agreements. The link is made here, on the form's own Settings tab.
- Open Fields & Forms and select the form.
- On Settings, set Frequency to Every appointment or Once per client.
- Under When to collect, choose Send after booking, Required before booking or Send manually.
- Under Apply to services, choose Specific services, then pick the services under Linked Services and any class under Linked Courses.
- Select Publish Changes, tick the box in Before You Publish, then select Publish Changes.
When to collect is the switch people hunt for as an auto-send toggle, and Send manually is its off position.
| Setting | What happens |
|---|---|
| Send after booking | SMS and email go out once a booking is confirmed for a linked service |
| Required before booking | The form appears in self-serve checkout; a staff-made booking still sends it afterwards |
| Send manually | Nothing goes out on its own, and you use Send Form on the profile |
Once per client, the other choice under Frequency, stops at the first completed submission for that pet owner account. Not per pet and not per service, so a sibling on the same account is never asked.
Pet boarding: set Frequency to Every appointment on a stay form, not Once per client. Feeding and medication change between stays, and June's answers are not this stay's answers.
Trap
A course cannot be picked in Linked Services. Its lessons are filtered out of that list and sit in a second picker underneath, Linked Courses, which is why a form set up for a class looks linked and never arrives. Both pickers only appear once you choose Specific services.
Tip
Getting an email every time a client fills one in is a separate setting. Turn off Email you: intake form submitted under Settings, Notifications, Intake Forms, and the answers still land on the profile without the inbox filling up.
Read the answer on the profile
Open the client, and the answers are on the card. A completed submission prints every answer under the form name, so the question you wanted is on the profile of the person who answered it.
- Open Customers & Pets and select Manage on the client's pet.
- Open the Fields & Forms tab and read Form Submissions.
- To take the answers over the phone, select Fill on the Pending row. To send the link again instead, select Resend.
An amber Pending row is a form that was sent and not filled. That is the normal state for a form set to Required before booking when staff made the booking, because the client was never in the checkout to fill it.
Check
Chasing everyone at once instead of one client? Open the form and use its Responses tab, which lists every submission for that form and filters to Pending.
