Form Responses

What This Page Covers

How to view, filter, and manage data collected through custom forms — including response details, employee and location context, marketing consent content, and exporting.

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

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, marketing-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.

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

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 canonical page first.

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 Link Opened
Has Phone and Has Email
Created, Completed, and First Opened date ranges
Deleted records (include soft-deleted)

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 permission information

Message history, activity logs, and audits remain available from the response workspace when your access allows them.

Marketing Content

When respondents submit content with marketing consent, their form responses become a valuable source of material for:

Social media campaigns
Marketing collateral
Contests and promotions
AI-powered content generation

Look for the marketing consent indicator on individual responses to identify which submissions include usable content.

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

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.