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Form Responses Actions

Form Responses & Actions

Every time a form is submitted, Socialone evaluates your action rules and automatically triggers the configured outcomes — creating tickets, generating orders, enriching contact records, or sending WhatsApp messages. This page covers all action types, how to configure them, and best practices for each.

Overview links: Documentation Home · Creating Forms

Where to Find This

  • Forms → open a form → Actions tab
  • Responses are viewed under Forms → open a form → Responses tab

How Action Rules Work

Each action rule has two parts: a condition and an action. When a form is submitted, Socialone checks each rule's condition in order. If the condition is met, the action runs. Multiple rules can fire on the same submission.

  • Conditions: Any Submission · Rating Above [n] · Rating Below [n] · Specific Answer matches
  • Actions: Create Ticket · Create Order · Enrich Contact · WhatsApp Message · Google Review · Redirect to URL · Thank You
  • Rules run asynchronously after the form is submitted — the customer sees the thank-you message immediately while actions process in the background.
  • You can have multiple rules with different conditions (e.g., create a ticket on rating ≤ 3, send a Google Review redirect on rating ≥ 4).

Action: Create Ticket

Automatically opens a support ticket when the rule condition is met. The ticket includes the respondent's name, contact details, all question answers, and any uploaded file attachments.

Setup

  1. Go to the form's Actions tab and click Add Action Rule.
  2. Set condition (e.g., Rating Below 4).
  3. Set action to Create Ticket.
  4. Choose Category, Assignee, and Priority (Low / Medium / High / Urgent).
  5. Save the rule.

Best Practices

  • Set Rating Below 4 to catch unhappy customers, not every submission.
  • Use Urgent priority only for critical complaints (e.g., rating of 1).
  • Assign to a specific team member for accountability. Use Assignment Rules for round-robin if the volume is high.
  • If the form includes a Photo Upload, the uploaded files are automatically attached to the ticket — no extra setup needed.
  • Create a second rule with Specific Answer (e.g., "Needs follow-up" = Yes) for text-based escalation triggers.
Settings needed: Configure ticket categories under Settings → Ticket Categories before creating ticket rules. Set up auto-assignment in Settings → Assignment Rules to route tickets automatically.

Action: Create Order

Automatically creates an OMS order from the form submission. Most commonly used with bill submission workflows where a customer uploads a purchase receipt and Socialone creates the matching order for your team to verify.

Setup

  1. Set condition to Any Submission (for bill workflows) or a specific condition.
  2. Set action to Create Order.
  3. Configure Product Field Key — the image analysis field whose extracted value is used to look up a product by retailer_id.
  4. Configure Amount Field Key — the image analysis field whose value is used as the order amount.
  5. Toggle Skip order if product not found based on your workflow (see Order Creation docs).

Best Practices

  • Combine with image analysis on the Photo Upload question for fully automatic order data extraction.
  • Enable uniqueness check on the invoice number field to prevent duplicate orders.
  • Add a second action rule (Create Ticket) for when analysis fails, so a human can review unreadable bills.
  • See the full guide: Order Creation from Forms.

Action: Enrich Contact

Maps form answers directly to contact fields in Socialone. Use this to build a richer contact profile from form responses — capturing preferences, custom attributes, or aggregated totals without manual data entry.

Field Mapping

  • Map each form question to a standard contact field (name, email, phone) or a custom field you have defined in Settings → Contact Custom Fields.
  • Type compatibility is validated: a Rating question maps to a number or choice field; a Yes/No question maps to a boolean field.
  • Only if empty — when enabled, Socialone only writes the value if the contact field is currently empty. This prevents overwriting data that was set from an earlier interaction.

Best Practices

  • Use Only if empty for fields like "Vehicle Type" or "Preferred Language" that you capture once and do not want overwritten on every submission.
  • Do not use Only if empty for aggregating totals (e.g., "Last Purchase Amount") — those should always update.
  • Create custom contact fields in Settings → Contact Custom Fields before configuring enrichment rules.
  • Keep enrichment simple (3–5 fields). Over-mapping form answers to contact fields creates data maintenance overhead.

Action: WhatsApp Message

Sends a WhatsApp message to the respondent (or a fixed number) after the form is submitted. Use this to send a personalised thank-you or a follow-up prompt.

  • Set a phone number with country code, or use the respondent's number automatically.
  • Include a prefilled message body with optional dynamic placeholders.
  • Note: this sends a session message, not a template. The contact must have messaged you within the last 24 hours for session messaging to work. For out-of-window messaging, use a WhatsApp Template via workflow instead.

Action: Google Review (GMB)

Redirects the respondent to your Google Business Profile review page after a high-rating submission. This is one of the most effective ways to convert happy customers into public reviews.

  • Requires a Google Business Profile with a place ID. Select your location from the dropdown.
  • Combine with a Rating Above 3 condition to only prompt satisfied customers.
  • Not available inside WhatsApp Flows. Redirects do not work within the WhatsApp app. Use this action for web form submissions only.
Best practice: Use two rules — "Rating ≥ 4 → Google Review redirect" and "Rating ≤ 3 → Create Ticket". This converts happy customers to reviewers while routing complaints to your support team.

Viewing Responses

  • Open any form and go to the Responses tab.
  • Each response shows all answers, the submission timestamp, contact info, and which action rules fired.
  • For Photo Upload questions with image analysis enabled, each response shows the extraction result (valid / invalid / error) and the extracted field values.
  • File attachments (photos, documents) are viewable directly in the response detail.
  • Responses created via WhatsApp Flow and via web form all appear in the same list.

General Best Practices

  • Separate your happy-path and recovery-path rules. Example: rating ≥ 4 → Google Review; rating ≤ 3 → Create Ticket. Do not send low-rated customers to your review page.
  • Test all rules before going live. Submit a test response for each condition to confirm the right action fires. Check the Responses tab to see the outcome.
  • Avoid redundant rules. You do not need both "Any Submission → Create Ticket" and "Rating Below 4 → Create Ticket" — the first covers all cases.
  • Use specific answers for nuanced branching. If your form includes a "Did our team resolve your issue?" Yes/No question, a "Specific Answer = No" rule is more precise than a rating threshold.
  • Review auto-created records regularly. Check tickets and orders created from forms weekly to tune your conditions and catch noise (tickets firing for valid, happy submissions).

Example Workflows

Fuel Station Bill Submission

Any Submission → Create Order (product from bill image). If analysis fails → Create Ticket (Urgent, assigned to Ops). Rating ≤ 3 → Create Ticket (High, assigned to Customer Care).

Restaurant Feedback Form

Rating ≥ 4 → Google Review redirect. Rating ≤ 3 → Create Ticket (Medium, assigned to Manager). Any Submission → Enrich Contact (map "Visit Date" to last_visit custom field).

Lead Qualification Form

Any Submission → Enrich Contact (map answers to lifecycle_stage, custom fields). Specific Answer "Ready to buy" = Yes → Create Ticket (category: Sales Lead, High priority).

Frequently Asked Questions

Can multiple action rules fire on the same form submission?

Yes. All rules whose conditions are met will run. For example, you can have "Any Submission → Enrich Contact" and "Rating ≤ 3 → Create Ticket" on the same form — if a low-rated response comes in, both rules fire: the contact is enriched and a ticket is created.

Do action rules run immediately when a form is submitted?

Rules are queued and run asynchronously — usually within a few seconds. The customer sees the thank-you message immediately, while the rules process in the background. For image analysis workflows, the extraction runs first and then triggers the rules, which adds a few additional seconds.

How do I test whether my action rules are working?

Submit a test response using the form's share link. Then check Forms → Responses tab to see the response and which rules fired. Check Tickets or Commerce → Orders to confirm the downstream records were created. Test each condition separately (low rating, high rating, specific answer) to confirm the right rules fire in each case.

What happens if none of the rule conditions match a submission?

The submission is still saved — it appears in the Responses tab with all answers. No action runs. The customer still sees the thank-you message. Only the conditions that matched will have triggered their associated actions.

Can I add action rules to a form that already has responses?

Yes. New rules apply to submissions received after you save them. Existing responses are not reprocessed. If you need to retroactively process old responses, you would need to do so manually (e.g. export responses and create tickets or orders in bulk).

Is there a limit on how many action rules I can add per form?

There is no hard limit, but in practice 3–5 rules per form covers almost every use case. More rules can be harder to debug when submissions behave unexpectedly. If you find yourself adding more than 5 rules, consider whether splitting the audience into separate forms would be cleaner.

Next Steps

Need Help?

Questions about action rule logic or response handling? Reach out to our support team.

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