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, Photo Upload, Document Upload.
• 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.

Media Upload Questions (Photo / Document)

• Photo source (WhatsApp only): Camera, Gallery, or both. Web forms ignore this setting. Use Camera for bill submissions to get the best image quality.
• Min/Max uploads: set how many files are required and the maximum allowed. For bill submissions, min 1 / max 3 is a good default.
• Max file size: default 5 MB; maximum allowed 25 MB per file. Images are capped at 10 MB for SIA analysis.
• Allowed MIME types (documents): choose the exact types you accept. If empty, any supported type is allowed.
• Response behavior: uploaded files appear as attachments in the response and are included on any ticket created from that response.

AI Image Analysis

Photo Upload questions support AI Image Analysis — SIA reads the uploaded photo and extracts specific data fields automatically.

• Enable AI Image Analysis on the question to activate extraction.
• Add fields to extract: set a field key (e.g., invoice_amount), field type (text / amount / number / date / product_code), and whether it is required.
• Enable Uniqueness Check on fields like invoice number or order ID to prevent the same bill being submitted twice.
• Enable Run actions if analysis fails if you want tickets or orders to be created even when the image is unreadable.
• Extracted values are stored on the response and can be mapped to orders or contact fields via action rules.

For full configuration details, see AI Image Analysis.

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, Enrich Contact, or Create Order.
• Google Review: requires selecting your business location (place ID). Not available inside WhatsApp Flows.
• WhatsApp message: uses a phone number with country code and an optional prefilled message.
• Create Ticket: set category, assignee, and priority. Bill photo attachments are automatically included. See Ticket Creation for how tickets are managed after they are created.
• Enrich Contact: map answers to contact fields (standard or custom) and optionally apply only‑if‑empty logic to avoid overwriting existing data. Custom fields are created under Contacts → Settings.
• Create Order: automatically create an OMS order from this submission. Supports product lookup by retailer_id (from image analysis), amount extraction, and the option to skip order creation if no matching product is found. See Order Creation from Forms.

URL Parameters & Placeholders

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

• Customer data placeholders like {customer_name}, {customer_email}, {customer_phone}.
• Form 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 form 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 & Actions — tickets, enrichment, and all action types in depth
• AI Image Analysis — SIA extraction setup for Photo Upload questions
• Validation Prompt Guide — how to write validation prompts with ready-to-copy examples
• Order Creation from Forms — automatically create orders from bill submissions
• WhatsApp Flow Forms — send your form inside WhatsApp
• Ticket Creation — managing tickets created from form responses
• Contacts — contact custom fields used in Enrich Contact rules
• Products — setting up retailer IDs for Create Order rules
• Template Flow Builder

Quick Glossary

• Form: your question set, action rules, and response store inside Socialone.
• Action rule: a condition + action that runs automatically after a form is submitted.
• WhatsApp Flow: the in-app WhatsApp version of a form, hosted by Meta.
• Flow Template: the WhatsApp message with a button that opens the WhatsApp Flow.

Common Setups

These are the three most common form configurations. Use them as a starting point — copy the pattern and adapt the specifics to your business.

Frequently Asked Questions

Need Help?

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