Creating Forms

Create and manage branded forms for feedback, lead capture, or qualification. Use QR codes, share links, and automated actions to follow up instantly.

Overview links: Documentation Home · Settings Overview

Where to Find This

• Forms in the sidebar.

Settings Quick Map

• Settings → Contact Custom Fields: add fields used on forms.
• Settings → Platforms: connect WhatsApp for flow publishing.
• Settings Overview

What You Need Before You Start

• An active organization set up in Socialone.
• Optional: a Google Business Profile if you want review redirects.
• Optional: a WhatsApp account if you want WhatsApp follow‑ups.

Step 1: Choose a Template

1. From the sidebar, click Forms.
2. Click Create Form.
3. Pick a template (Restaurant, Retail, Service, Healthcare, Event) or choose Custom Form.
4. Templates prefill questions, actions, and default contact settings—you can edit everything later.

Step 2: Basic Details & Branding

1. Set a Form Name and optional description.
2. Pick a brand color and upload your logo.
3. Customize the welcome and thank‑you messages.
4. If editing an existing form, set status: Active, Paused, or Archived.

Step 3: Contact Fields & Defaults

• Contact fields on the form: Name, Email, Phone can be Hidden, Optional, or Required.
• Default contact values: Set Lifecycle Stage, Customer Type, and default Tags for contacts created from this form.

If you mark a field as Required, the form cannot be submitted without it.

Step 4: Questions

• Question types: Rating (1–5), Text, Single Choice, Multiple Choice, Yes/No, Dropdown, Chips, Number, Email, Phone, Date, Calendar, Date Range, Consent.
• Add options for single/multiple choice questions.
• Mark questions as Required when needed.
• Set conditional display: show a question only if another answer matches (rating above/below, equals, or specific answer).
• Reorder questions with drag‑and‑drop.

A simple form can be just one rating + one text question. Start small and expand later.

Step 5: Actions (Rules)

Action rules run automatically after a form is submitted.

• Conditions: Any submission, Rating above, Rating below, or Specific answer.
• Actions: Thank You, Redirect to URL, WhatsApp message, Google Review (GMB), Create Ticket, or Enrich Contact.
• Google Review: requires selecting your business location (place ID).
• WhatsApp message: uses a phone number with country code and an optional prefilled message.
• Create Ticket: set category, assignee, and priority.
• Enrich Contact: map answers to contact fields (standard or custom) and optionally apply only‑if‑empty logic.

URL Parameters & Placeholders

Redirect and WhatsApp actions can include dynamic URL parameters using placeholders.

• Customer data placeholders like {customer_name}, {customer_email}, {customer_phone}.
• Campaign placeholders like {campaign_name}, {campaign_id}, {campaign_slug}.
• Answer placeholders like {question_1} with formats (rating, stars, first option, etc.).

Contact Enrichment Mapping

• Map specific answers to standard or custom contact fields.
• Use Only if empty to avoid overwriting existing contact data.
• Type compatibility is validated (e.g., rating → number/choice; yes/no → boolean).

Step 6: WhatsApp Flow (Optional)

You can publish the same form as a WhatsApp Flow for a conversational experience inside WhatsApp.

• Open the campaign and go to the WhatsApp tab.
• Select your WhatsApp platform and click Publish to WhatsApp.
• Edit screen titles and content blocks in the flow builder if needed.
• Save and Publish to make the flow available for templates.

For screen structure and content guidance inside the flow builder, see WhatsApp Flow Forms.

Step 7: Review & Publish

• Review the live preview of your form.
• Click Create or Update to publish.

QR Code & Sharing

• Every form gets a shareable link and a QR code after publishing.
• Place the QR code on receipts, counters, table tents, or digital signage.
• Use the form card to view, edit, download QR, or delete.

Next Steps

• Form Responses & Ticket Creation
• WhatsApp Flow Forms
• Template Flow Builder

Quick Glossary

• Form: a set of questions users answer.
• Campaign: the container for the form and its rules.
• Action rule: something that happens after submit.
• WhatsApp Flow: the WhatsApp version of the form.

Example Flow

Need Help?

For help with setting up logic or QR tracking, contact our Support Team.