How Custom Forms Work
What Is a Custom Form?
Section titled “What Is a Custom Form?”A Custom Form is a flexible experience for collecting structured information. Use one for customer surveys, intake, internal checklists, incident reports, applications, or any process that needs questions beyond a Review Flow.
Review Flows include rating and review-routing stages. Custom Forms let you choose the questions and content yourself.
| Review Flow | Custom Form |
|---|---|
| Built around sentiment, feedback, and review destinations | Built around configurable questions and content |
| Uses guided rating, choice, and feedback stages | Uses the elements you arrange in the builder |
| Reports ratings, feedback, and review outcomes | Reports submissions, answer summaries, and completion |
| Can continue to a follow-up destination | Can continue to a Simple Page, Smart Link, or My Link |
Use WYSIWYG Content when the form needs authored text, Customer destinations, or images. Use the Rich Text Editor question when the respondent should provide a formatted answer.
Form Scope
Section titled “Form Scope”A form belongs either to one location or to All Locations. This scope is fixed after creation so existing requests and responses keep consistent attribution.
An All Locations form can ask public visitors to choose a physical location before the form opens. Sent requests and saved Smart Link configurations can also provide location context directly.
What a Visitor Sees
Section titled “What a Visitor Sees”The customer experience adapts to the form:
- Location appears only when a public visitor must choose one.
- Form displays the configured questions and content.
- Completion confirms submission and opens the configured next step.
There is no fixed contact stage. Add Customer Name, Customer Email, or Customer Phone elements when the form needs those values.
Customer Identity and Marketing Permission
Section titled “Customer Identity and Marketing Permission”The special Customer Name, Customer Email, and Customer Phone fields identify the form’s customer. Generic contact values use a Text Input mode and remain ordinary response data.
Customer Email and Customer Phone can display separate, optional marketing-permission choices. Permission is applied only after a successful submission when FSRevs can safely associate the exact value with a customer. Strong restrictions such as an unsubscribe, STOP request, or complaint continue to take precedence.
See Creating a Custom Form for setup details.
How People Open a Form
Section titled “How People Open a Form”A respondent can reach a form through:
- A personalized email or SMS request.
- A request handed off to a team member’s own phone or email app.
- A public Smart Link or QR code.
- A follow-up from another Flow or Form.
Turning off Accept New Responses blocks new public starts and new request actions. It does not prevent a customer from completing a personalized request that was already issued.
After Submission
Section titled “After Submission”Choose a Simple Page, Smart Link, or My Link as the next step, or show the form’s simple completion message. This makes a form useful either as a standalone questionnaire or as one part of a larger Customer Journey.
Manage an Existing Form
Section titled “Manage an Existing Form”An existing form can have workspace pages for:
- Reports
- Activity
- Build & Configure
- Team Notifications
The exact pages and editable actions depend on your access. See Custom Form Settings Guide for every configuration tab.