Online Forms

If you want visitors to contact you, book appointments, or sign up for events, you can add an online form to your website. This guide explains how to create a form, add it to your pages, and manage the responses you receive.

Forms are available on all plans. For details on whether to send automated confirmation emails to visitors or notify your team after a submission, see Automations.

Create a Form

1. Go to Customers › Online Forms in your dashboard.
2. Click "Create form".
3. Choose how to create it:
   • AI-assisted: Describe what you need in a single sentence, e.g., "Collect appointment requests, asking for preferred date, time, and service." AI will prepare the questions, description, and success message. Review and click "Create form".
   • Start from scratch: A basic form with Name, Email, and Message fields is provided for you to customize.
4. Adjust your questions in the "Questions" tab and save.

Once created, you must add the form to a page for visitors to see it.

Questions

Click "Add question" and select a type:

For each question, you can set the "Question", "Description", and "Required" status. Common details:

• Multiple choice: Enable "Allow multiple selections" or "Allow 'Other' option".
• Rating: Set the "Total score" and icon (stars, hearts, thumbs up).
• File upload: Max 10 MB per file (images, PDF, Word/Excel). "Max files" determines how many can be uploaded at once. Uploaded files count toward your website storage.
• Phone number: Visitors often omit country codes (e.g., "0912…"). You can set a "Default country code" (e.g., US).

Email and Phone Fields: Creating Contacts

Email and phone numbers are used to identify "the same person". Each form can only contain one of each.

• With Email or Phone field: Submissions automatically create a Contact. Subsequent submissions by the same person will be linked to that contact. Email fields are always required.
• Without either: Submissions will not create a contact; only the response record is kept, labeled as "No contact created". Ideal for anonymous surveys or feedback.

For other fields, you can check "Save to customer profile" to store long-term data like company, industry, or budget on the contact record for segmentation. One-time info (e.g., comments, appointment times) does not need to be saved to the profile.

Form Settings

Open your form and go to the "Settings" tab:

• Form name and Form description: Displayed on your website.

• Submit button text and Success message: E.g., "Thanks for reaching out, we'll be in touch soon.".

• Limit to one submission per person: Prevents new responses from the same Email or phone number.

• Bulk Email subscription (under "Submission & Feedback"): Determines if submitters can receive your future Campaigns (newsletters, offers, events). Three options:

  • Visitor opt-in (Default/Recommended): A checkbox is shown (unchecked by default). Only those who check it subscribe. Others still become contacts but won't receive bulk emails. Best for inquiries, bookings, and sign-ups.
  • Subscribe on submit: No checkbox. A subscription notice appears below the submit button. Submitting equals subscribing. Best for newsletters or lead magnets where "subscribing" is the primary goal. We recommend changing the button text to "Subscribe" or "Claim offer" so visitors know what to expect.
  • Do not collect: No subscription options shown. None of the leads from this form will receive bulk emails.

  If you choose the first two, "Visitor-facing text" will appear. The default text includes your site name and button text, e.g., "By clicking 'Subscribe', you agree to receive updates and offers from [Your Site]. You can unsubscribe at any time." You can customize this or click "Restore default". Ensure your custom text clearly states who is sending the email, what content to expect, and how to unsubscribe, and verify compliance with local laws.

  Bulk Email subscription currently covers Email only; the form must have an Email field to enable this. Phone numbers in forms do not imply consent for SMS.

  Why no "pre-checked" boxes? In the EU, UK, Canada, and Korea, pre-checked boxes are not valid consent. Furthermore, such lists often have higher unsubscribe and spam rates, which hurt your sender reputation. See Customer Lists & Subscriptions and Campaign Email Rules.

• Automated notification type: Choose the type that best fits your form (e.g., "Inquiry", "Event sign-up") to determine which confirmation email the visitor receives. See Automations.

Submission Period and Limits

Control when and how many responses you receive under "Submission Period & Limits":

Use "Pause submissions" for temporary stops without removing the form from your editor.

Add the Form to Your Page

1. Go to the Editor and open the page.
2. Add the "Online Form" module.
3. Select the form you created.
4. Choose a layout in "Layout settings".
5. Publish your site.

Form content is managed in the Customers area; the editor is only for placement and layout. Updates to questions reflect automatically.

View Responses

Click the response count in the "Online Forms" list or "More actions" → "View responses". The top section shows performance for the last 90 days:

• Views: How many times the form was seen.
• Started: How many started filling it out.
• Responses: Total submissions.
• Completion rate: Percentage of those who started and finished.

Below are individual responses. Use the search bar to find specific content (name, email, etc.) and filter by status or time period:

• Click a response to view full details (opens in a side panel). Opening marks it as read.
• Select multiple to "Mark as read", "Mark as spam", or "Delete".
• Click "Mark all as read" to clear unread status.
• Download attachments via the button next to the filename. If removed, it shows "Attachment removed".
• Click "View contact" to see the submitter's profile.
• Click "Export CSV" to download responses.

Spam Responses

Bot-generated content is blocked automatically. Promotional or suspicious content is moved to "Spam" and will not create contacts or trigger notifications. See Form & Checkout Security.

• If a legitimate response is marked as spam, click "Mark as spam". It will be excluded from completion rates/limits, and the contact will not be deleted.
• If a real person is misidentified, find the entry in "Spam" and click "Unmark as spam".
• Spam responses are automatically deleted after 30 days if not unmarked.

Deleting Responses or Forms

• Delete a response: The content is permanently removed. If the submitter is a contact, their profile remains.
• Delete a form: Click "More actions" → "Delete" in the list. All responses and attachments are permanently deleted, but contacts, customer profiles, and subscription consents are kept.
  • Active forms must be paused first: Pause the form to reveal the "Delete" option. Export to CSV first if needed.
  • Forms on live pages cannot be deleted: Remove the module from your pages in the editor first. Use "Pause submissions" if you only want to stop receiving entries.

Use "Duplicate" in the same menu to create a new form with identical content—great for recurring events.