Form Responses
What This Page Covers
Section titled “What This Page Covers”How to view, filter, and manage data collected through custom forms — including response details, employee and location context, content-use permission, and exporting.
Viewing Form Responses
Section titled “Viewing Form Responses”Open Custom Forms under Customer Engagement, find the Form, and select Activity. That view stays locked to the selected Custom Form. For an All Locations form, you can narrow the records to an available physical location or Global while the Form context remains fixed.
Contextual Activity includes Export and Send Form. Choosing Send Form carries the selected Form and location context into request setup.
For a cross-Form view, use View all form activity above the Custom Forms tab on the dashboard. This opens Recent Form Activity, which includes requests and completed responses across all Custom Forms you can access.
Response List
Section titled “Response List”Each card summarizes the respondent and available contact details, completion state, when and how the request started, response time, location, Custom Form, employee attribution, and sender. When available, it can also surface an answer preview, uploaded media, message or delivery warnings, email or SMS contact-permission capture, and the observed Journey.
The prominent actions are Quick answers, Journey when a Journey exists, and View details. When media exists, select its attachment count to preview it. The more-options menu can include Messages, System logs, Email options, Phone options, and the permitted Move to trash, Restore, or Delete forever action.
An Activity record can represent a prepared request or incomplete visit as well as a completed submission. Use the Completion filter when you need finished responses only. A completed response contains the answers collected by that Form; optional or hidden questions may have no answer.
View Answers Without Leaving the List
Section titled “View Answers Without Leaving the List”Select Quick answers to open the answer-view modal without leaving Activity. It shows recorded answers only, keeps answers for archived Form questions in a separate section, identifies uploaded attachments, and links to Open full response. Questions without a recorded answer are omitted.
New Response Counts
Section titled “New Response Counts”The New number on a Custom Form card and the badge beside Custom Forms count completed responses that arrived after you gained access and have not yet acknowledged. Incomplete submissions do not increase these counts. Counts are personal to you and never change another team member’s count.
Opening the Form’s normal, unfiltered Activity page acknowledges the available responses and highlights the responses that were new when you arrived. A bookmarked Activity URL with filters, search, sorting, or pagination does not advance your acknowledgement point; it displays View new responses so you can return to the unfiltered page first.
Filtering
Section titled “Filtering”Use the filter panel to narrow results by:
- Custom Form, Started As, Location, Smart Link, Customer, Employee
- Question Answer in contextual Activity, for matching one Form question and answer
- Has Employee (assigned or not), Sent By (team member who sent)
- Followup destination shown
- Completion and Request Page Visited
- Has Phone and Has Email
- Created Date, Completed Date, and First Visited Date ranges
- Deleted records (include items in Trash)
Response Details
Section titled “Response Details”Open a response to see its information in grouped sections:
- Questions & Answers — Submitted answers displayed with the Form’s question labels and layout
- Archived Response Answers — Historical answer data retained when the Form has changed
- Response Details — Customer contact, location, Form, employee, sender, delivery, timing, Smart Link, and followup context
- Customer Journey — The observed path across connected resources, with links to related result records
- Media — Uploaded files and available content-use permission information
Message history, activity logs, and audits remain available from the response workspace when your access allows them.
Marketing Content
Section titled “Marketing Content”Email and SMS marketing permission covers future contact through the exact address or phone number the customer accepted. It is separate from permission to reuse a response or uploaded file.
When respondents submit content that you have permission to reuse, their form responses can support:
- Social media campaigns
- Marketing collateral
- Contests and promotions
- AI-powered content generation
Review the available content-use permission information on the response before reusing an answer or uploaded file. Do not treat an email or SMS marketing choice as permission to publish customer content.
Understanding the Journey Timeline
Section titled “Understanding the Journey Timeline”The Journey timeline can show when each step was entered and completed, the Smart Link or Saved configuration used, available location or attribution context, and other Review Records or Form Responses in the same observed path.
The response remains linked to the same Journey when a trusted record-specific reminder is opened on another device. A fresh public Smart Link does not merge itself into that response merely because the visitor enters matching details.
Exporting
Section titled “Exporting”Click the Export button to export form response data. When exporting a single form, each answer gets its own column in the spreadsheet. For multi-form exports, answers are combined into a JSON column.
See Exporting Data for the complete guide to filters, available columns, and export workflows.
Troubleshooting
Section titled “Troubleshooting”| Problem | What to check |
|---|---|
| A response is missing | Confirm the Form and location, clear search and date filters, and try Recent Form Activity from the dashboard to search across accessible Forms. |
| A question is absent from Quick answers | The quick view omits questions without a recorded answer. Open the full response and check archived answers if the Form has changed. |
| A request exists but has no answers | Check Completion and Message History. Preparing or delivering a request does not mean the respondent submitted it. |
| The export combines answers in one column | Open the specific Form’s Activity or filter the cross-Form list to exactly one Form before exporting. |
| A teammate sees more responses | Confirm each person’s location and data responsibilities with a manager. New-response acknowledgement is personal. |