Any time after your form is published, you can see the responses to it on the Form Responses screen. To get there, go to Marketing > Forms and click the name of the Form whose responses you would like to view. Then, in the Actions menu, click View Responses.
The Form Responses screen shows a list of the responses to this Form and the status of each:
Here, you can:
- 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/updated so no action is required.
- Ignored – You or someone in your office chose to select Ignore Response for this Form response, 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.
- Mark a record as read – When you open a Form response, it is automatically marked as Read. But on the Forms Responses list, you also can select the check box for the record and click Mark as read.
- 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.”
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 being created for the same Account.
To set up your account management preferences:
- Go to Marketing > Forms and click the name of a Form.
- Click Edit to see the Forms Designer.
- Click the “Configure” tab.
- Click Account Management in 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 add only 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 form fields that are mapped to SA fields. Select the ones you want to match by selecting the check boxes for each.
Account Matching Example
A client is in your system already 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 on first name, last name, and email address, the system would create another account for the wife.
- If matching criteria are set to match only the last name and email address, the system would 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.
- Open a response by clicking the blue title.
- 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
- 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.