Customer Forms

Scroll down for the Step-by-Step Guide on how to create, edit and report on Customer Forms

KEY TERMS & TIPS:

What are Customer Forms?
A step in the checkout flow where you can gather information from your customers.
This can be info about dietary or access requirements, marketing info, contact details, etc.

How do I create a Form?
From the Tools page, where you can select the Customer Forms option and enter the details.
See our Step-by-Step Guide below for more info.

How do I add a Form to my Event?
On your Event Settings page.
See step 7 in our Step-by-Step Guide below for more info.

Can I edit a customer's Form response?
Yes, from the Order page by viewing and updating their Form responses.
See step 10 in our Step-by-Step Guide below for more info.

How do I report on Form responses?
By creating a Performances or Orders report. You can add the Form Title, Question and Response Fields to see customer responses for specific performances and transactions.
See step 11 in our Step-by-Step Guide below for more info.

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STEP-BY-STEP GUIDE:

1. Create a New Form

a) Go to the Tools page on the left hand side

b) Click Customer Forms and then New Form

2. Add Details

a) Form Title - this will appear on the booking flow, just before the question

b) Form Description - see above

c) Channels - who has access to this form

3. Add Question

a) Click Add a question

b) Field Label - enter the main label that will be shown to users, e.g. Does this guest have any dietary requirements?

c) Field Name - for internal use. This is what will show in Reports under the Field Form Question, e.g. dietary-requirements. NOTE - this cannot be edited after the form is saved

d) Field Type - choose from the following options:

• Short answer - add an optional Default Value (text that will appear if the customer doesn't enter anything), Help text (text as info that will appear underneath the label) and Placeholder (if no default value, add Placeholder text that will only show until the customer answers the question)

• Paragraph - add an optional Default value and Help text
• Multiple choice - add your options, plus an optional Default value and Help text. Click the up and down arrows to move options about if you need

• Checkboxes - add your options, plus an optional Default value and Help text. Click the up and down arrows to move options about if you need
• Dropdown - add your options, plus an optional Default value, Help text and Placeholder. Click the up and down arrows to move options about if you need
• Number - add an optional Default value, Help text and Placeholder
• Email address - see above
• Telephone number - see above
• URL - see above

e) Validation - choose when this question is required:

• Optional
• Always Required - customers will have to select an option in order to continue
• Required when... - choose the options that the question will be conditionally required for. You'll commonly use this for a 2nd question, that only appears as a result of a specific answer from the 1st question. For example:

Question 2 = Please let us know this guest's dietary requirements.

Validation = "This field is required when the question Does this guest have any dietary requirements? (Question 1) - is - Yes"

f) Visibility - choose when this question is visible:

• Always Visible
• Visible when... - choose the options that the question will conditionally appear for. NOTE - you can choose the same options as for Validation by clicking the Copy from Validation button on the right

4. Edit and navigate Form

a) Once you've entered the details for your Questions, click the the small up arrow next to the Field Name to see/amend details

b) Click the up and down arrows on the right to change the order of the Questions

c) Click the bin icon to delete a Question

5. Submit Form

6. Manage or Delete Form

a) If you need to make changes, click Manage on your Forms list

b) Click Delete if you want it removed

c) Or make any changes you need on the Form page and click Submit to save

7. Link Form to Event

a) Go the Events page and select your Event

b) Click the Settings tab, and then the Linked Forms bar on the left

c) Click Create a new form link

d) On the pop-up:

• Select your Form
• Select Link method - either Once per transaction or For each guest of the event
• Click Create

e) Want to un-link the Form from the Event? Click the 3 dots icon next to the Form and click Remove linked form

8. How it appears in the booking flow - Box Office

a) Forms appear after the Products page, or if you have no Products in your booking flow, then they will appear after tickets have been added to the Basket and you have clicked Continue

b) Choose to Skip Forms if necessary. NOTE - customers will not be able to do this on the Customer-Facing Booking Flow if the Question's Validation is Always Required. See step 9 below

c) Once you answer the questions, click Submit & Continue

 

9. How it appears in the booking flow - Customer-Facing

a) Forms appear after the Products page, or if you have no Products in your booking flow, then they will appear after tickets have been added to the Basket and the customer has clicked Continue

b) If the Form's Validation is Always Required, the customer won't be able to continue unless they have selected an option

c) Once the customer has answered the question(s) they can click Continue to proceed with the transaction

10. View and edit Form Responses

a) Once a transaction has been completed, go to the Order page

b) Click View Responses either in the Timeline or Order Details

c) On the pop-up you'll see the customer's form responses from this transaction. Click Edit Form Responses to make updates

NOTE - if a Form has been added to the booking flow for this event, it will show in the pop-up regardless of whether the customer has seen/answered this question. E.g. if a Form has been added to the Event, but not the Website Channel, it will appear in this pop-up but without a customer response.

d) You'll then be taken to the Update Form Responses page, where you can change any answers and click Update Response

e) That update will then be reflected in the Timeline, where it will show the date and time of the update and the name of the Box Office user who made the change

11. Report on Form Responses

a) Go to the Reporting page, click Reports and then New Custom Report

b) Select Performances or Orders as your Data Source - for more info about the type of reports you can create, go here

c) To see Form questions and responses, you can add the following Fields:

• Form Title
• Form Question
• Form Response

NOTE - depending on the type of Form you have set up, you may only need one of Form Title/ Form Question

d) For a Performances report, you can run these Fields alongside event, performance and customer data

e) For an Orders report, you can run these fields alongside payment and transaction data

As in the above screenshot, you can also Filter by or Group By Form Title, Question or Response to see specific data.

For full instructions on how to build a report, go here.

NEXT STEP: Manage Events and/or Performances