V3 Manage Form Responses

After your Form is published, you can see the responses to it on the Form Responses list screen.

The Form Responses list screen allows you to:

• Filter by Status of the responses. Statuses can be:
  • On Hold - You need to review the Form response and potentially update or create an Account.
  • Completed – The Account has already been created or updated, so no action is required.
  • Ignored – You or someone in your office can mark the Form Response as ignored, so no action is required.
• See which Forms you have read or not read - A blue dot on the left side of a row means it’s unread. Responses are automatically marked as Read when they are opened in the Review Form Response screen.
• Manage Form Responses - Click the name of a form to review it, then choose how to handle it.
• See who submitted the Form and if there are any related items.
• See the result for Completed Forms, such as “Account Created” or “Account Updated.”

Form Responses List Screen

You can get to this screen in two ways. Go to Marketing > Forms and select a published form from the list. Then, in the Actions menu, click View Responses.

OR

Go to Marketing > Forms. Then, under the "Responses" column, click the response number for your form of choice:



The Form Responses list screen shows a list of the responses to this Form and the status of each:

As with other screens, blue text is a clickable link. Filters can be found on the left and your list of Form Responses can be found on the right. Click All saved filters to view a list of Common Filters. Any views you create will also appear here under "Added by me".



If there are specific responses you want to see, it's a good idea to create your own view by using the provided filters. Once you've added your desired filters, click Save to give your view a name. 



Select the checkbox for one or more Responses to reveal the Actions menu.



From here, you can:

• Update Account - Update Accounts when Forms are submitted:
  • Replace All - Replace all fields when the form is submitted. 
  • Add New - Only update fields that do not already have info in them.
  • Manual - Allows you to pick specific fields that will update every time.
• Mark as Read - Mark a Form Response as read.
• Mark as Unread - Mark a Form Response as Unread.
• Ignore Response - Mark a Form Response as Ignored.
• Export - Export your selected Form Responses.
• Delete - Delete your selected Form Responses.

Review Form Response Overlay

From the Form Responses list screen, select the name of the Form to open the Review Form Response overlay:

From here, you can:

• Update Account - Update Accounts when Forms are submitted:
  • Replace All - Replace all fields when the form is submitted. 
  • Add New - Only update fields that do not already have info in them.
  • Manual - Allows you to pick specific fields that will update every time.
• Mark as Unread - Mark the Form Response as Unread.
• Ignore Response - Mark the Form Response as Ignored.
• Email - Email the Form Response.
• Print- Print the Form Response.
• Delete - Delete the Form Response.

Set Up Account Management for Forms

The system will handle responses to your Forms depending on how you set your preferences under Automatically Manage Accounts.

The flowchart gives an overview of how forms are treated, based on the Account management options you choose:

Automatically Manage Accounts for Forms

One of the advantages of V3 Forms is that the system intelligently determines when input is coming from the same Account. This helps prevent duplicate records from being created for the same Account.

To set up your account management preferences, follow these steps:

1. Go to Marketing > Forms and click the name of a Form.
2. Click Edit to see the Form Designer. 
3. Click the Configure tab.
4. Click Account Management on the left panel.

If you set “Automatically Manage Accounts” to ON:

With this setting, the system will compare fields the user updated against existing records, based on the matching criteria you set under Account Matching. One of these will happen when a Form is filled out:

• When a lead fills out the Form, and the matching criteria are not the same as an existing Account, the system automatically creates a new Account.
• When a lead fills out the Form, and the matching criteria are the same as an existing Account, the system automatically updates the existing Account.

Select your Update Options

When an existing Account is updated, the system handles data differently based on the Update Options you selected. Choose one of these:

• Replace all existing fields and add new fields – This tells the system to always override everything that has a field mapping.
• Do not replace fields; only add new fields – This tells the system to only add new data to fields that weren't already filled in on the Account record.

Select your Account Matching options

Choose what fields you want the system to use when comparing an existing record against a user’s input. Think about what would be a meaningful comparison like unique identifiers, such as an email address or phone number. Choose one of these:

• Email address matches
• First OR last name AND email matches
• First OR last name AND email AND client name matches
• Other - For this option, supply your own matching criteria. You’ll see a list of your mapped Form fields. Select the ones you want to match by selecting the checkboxes for each.

Account Matching Example

A client is already in your system and his wife fills out an “Estimate Request” Form on your website. She fills out the Form with the same last name and email address, but a different first name. The outcome of this varies depending on your matching criteria:

• If matching criteria are set to match the first name, last name, and email address, the system will create another account for the wife.
• If matching criteria are set to match only the last name and email address, the system will consolidate the information, and update the existing account.
  
  

If you set “Automatically Manage Accounts” to OFF

With this setting, the system compares the fields that the user updates against existing records based on the matching criteria you set under Account Matching. You then need to go to the Form Responses list to manually review each Form response and decide how to handle it.

1. Open a response by clicking the blue title.
2. Choose one of the options under Actions: Update Account, Create Account or Mark as Unread.
   
    
   
   

For Update Account, choose one of these options:

• Replace All – The system will overwrite all fields with information from the Form.
• Add New – The system will overwrite only fields with new information.
• Manual – The system will overwrite only the fields that you select. Click any fields in the “NEW” column to overwrite the existing information in the “OLD” column.

Click Update when finished.

If you don’t want to update or create a new account record, click Advanced Actions > Ignore Response.