Creating a Custom Form

Before You Begin

Decide:

Whether the form belongs to one location or All Locations.
Which questions are essential.
Whether the form needs customer-linked name, email, or phone fields.
What should happen after submission.

You need permission to create a Custom Form for the intended scope.

For a first form, start with one clear purpose, a short introduction, and only the questions your team will use. For example, a service follow-up might ask which service the customer used, what went well, and what could improve. Add customer contact fields only when the response needs customer identity or follow-up.

Step 1: Create the Form

Open Custom Forms under Customer Engagement.
Select New Custom Form.
Enter an internal Form Name.
Choose a location or All Locations.
Save the form.

The location scope cannot be changed later. Create a separate form if you need the same questions under another fixed scope.

Step 2: Configure Basics

Open Build & Configure > Basics.

Keep Accept New Responses on when customers should be able to start the form.
For an All Locations form, decide whether public visitors should choose a Location.
Review the Journey Summary, which previews the Form’s configured stages rather than an observed Customer Journey.

Step 3: Add Questions and Content

Open Build and use Questions & Content:

Add a question or display element.
Enter its label and helper text where available.
Configure required, default, choices, format, or other type-specific options.
Drag the element into position.
Clone or collapse elements as needed.

Use Form Outline to review structure and Preview Current Settings to try the unsaved form with example data.

Use Customer Name, Customer Email, and Customer Phone when those values belong to the form’s customer. Each can appear at most once. Use a Text Input in email or phone mode when the value is response data for somebody else.

Use WYSIWYG Content for formatted display content. It uses the Rich Editor and supports Customer destinations and image blocks. The Rich Text Editor question is different: it collects a formatted answer from the respondent.

Request Marketing Permission

Marketing permission is optional and off by default. It is available inside Customer Email and Customer Phone:

In Customer Email, open Marketing permission and enable the email permission choice.
In Customer Phone, open Marketing permission and enable the SMS permission choice.

Each choice appears below its contact value after the respondent enters a valid value. Email and SMS choices are separate.

You can customize the wording within the displayed limits. Email wording must make email clear; SMS wording must identify text or SMS. Helper text must make the choice’s optional nature clear.

At submission:

A missing or invalid contact value cannot grant permission.
Changing the contact value requires a fresh choice.
Leaving the choice unchecked makes no permission change.
Existing permission can hide the redundant choice for a known customer.
Active suppression, unsubscribe, STOP, or complaint restrictions prevent permission from being applied.
If FSRevs cannot safely associate the exact value with a customer, the submitted choice remains with the response as evidence but does not make the customer eligible for marketing.

Step 4: Choose What Happens After Submission

Open After Submission and choose:

Simple Page
Smart Link
My Link
No next step, which uses the simple completion message

Preview the Completion stage. If an older target is marked unavailable, either preserve it temporarily or deliberately clear and replace it.

Open Send & Share to choose:

Email and SMS message templates.
Employee-name display format.
An optional primary Smart Link.
Link Preview behavior.

The primary Smart Link is the reusable public entry point. Additional destinations, attribution configurations, and QR designs are managed on the Smart Link itself.

You can enter Public Page Address and choose Link Enabled before saving the Form; the link saves with it. The toggle starts off when no link exists, and enabling it requires an address. See the shared Smart Link controls.

Step 6: Test and Open the Form

Use Preview Current Settings and move through every applicable stage.
Save the form.
Confirm Accept New Responses is on. Open its Smart Link in a private browser window, or prepare a test request to contact details you control.
Submit sample data.
Confirm the response appears under the form’s Activity page.
Confirm the next step opens as intended.

Preview does not submit data. A live submission creates real activity and can trigger Team Notifications. A request delivered through FSRevs also uses the applicable sending allowance. Check required-field validation, file limits if used, and the mobile experience before sharing widely.

If the form does not behave as expected, use Custom Form Troubleshooting.