Module · Forms & workflows

Where to find it in the app

• Use it: Operations → Forms
• Turn it on/off: your business name (top-left) → Settings → Modules → Operations → Forms

Plan: Business · Module group: Operations · Navigation: Operations → Forms

1. Overview

Purpose. Build your own forms, incident reports, maintenance requests, feedback, checklists, and track every submission through a workflow of statuses you define. Nothing is fixed: you choose the fields, the wording and the stages each submission moves through.

2. When to use it

• To capture structured information your team submits repeatedly.
• To manage what happens after submission (triage → in progress → done).

3. Required permissions

• View / submit forms (forms.view), see and fill in forms.
• Build forms & manage submissions (forms.manage), create/edit forms and move submissions through their workflow.

4. Navigation path

Operations → Forms

5. What you'll see

• A list of your forms. Staff see "Fill in the forms your team uses"; managers see the full Forms & workflows builder with Submissions for each form.
• A builder to create/edit a form.
• A Submissions panel to track entries by status.

6. Turning it on

Settings → Modules → Operations & compliance → Forms (Business plan).

7. Step-by-step tasks

7a. Create a form

1. Select New form. Start from a template (so you never face a blank page), from scratch, templates are just editable seeds, or choose Describe it, let AI build it: describe the form in plain English and the AI drafts the title, fields and workflow for you to review and edit before saving. AI drafting uses your business's shared AI allowance.

2. Set the title (e.g. Incident report), an optional description (guidance shown above the form) and a category.

3. Add fields. Field types available:

   Type	Use
   Short text	A single line (name, reference)
   Long text	A paragraph (description, notes)
   Number	A numeric value
   Email	An email address
   Phone	A phone number
   Date	A calendar date
   Time	A time of day
   Date & time	A date and time together
   Dropdown	Pick one from a list
   Choice	Pick one (shown as buttons)
   Checkboxes	Pick any that apply
   Yes / No	A simple toggle
   Rating	A star rating (set the max)
   File upload	Attach a photo, PDF or document
   Signature	Sign on screen with a finger or mouse
   Section heading	A heading to group fields

   File upload lets a respondent attach a photo, PDF or document (handy for a damaged-item photo or a supplier quote); the file is kept in private storage and only opened through a signed, expiring link. Signature captures a drawn signature on the screen, so an incident report or a waiver can be signed off there and then.

   For each field set its label, optional help text and placeholder, whether it's required, and (for list types) its options. You can also add conditional logic, show a field only when an earlier answer matches (e.g. show Describe the injury only when Injury? is Yes).

4. Define the workflow statuses, the lanes a submission moves through. The default is New → In progress → Done; the first status is where new submissions start. Rename/add/remove to suit.

5. Set the submit button label, a success message, and optionally Email owners & managers on each new submission.

6. Save.

7a2. Automations (optional)

Each form can act on its own once a submission arrives. Every one of these is optional:

• Auto-assign new submissions to a chosen team member.
• Acknowledge the submitter by email, sends a short branded "thanks, we've got it" whenever the submission includes an email address. Needs email connected.
• Announce to the team when a submission reaches a chosen status.
• Escalate if not resolved in time, pick all managers or one person and a number of hours; if a submission is still open (not in the last lane) after that long, they're emailed once. Great for incident reports that mustn't sit.

7a3. Share a form with customers (public forms)

Forms don't have to be internal. Turn on Public link and the form gets its own address at /f/<slug> that anyone can fill in with no login, so it's ideal for feedback, enquiries or intake.

1. In the builder, under Share with customers, switch on Public link.
2. Use the Share panel to copy the link, Download QR (a QR image to put on a wall, counter sign or receipt), or Print poster (a ready-made printable poster with your business name, the form title and the QR).
3. For tighter control, turn on Only via a personal link: the plain link stops accepting entries and only one-use links you send (for example after a booking) will work. Best for verified, low-spam responses.
4. Auto-send a link after a booking emails each booking that has a customer email one personal link, a set number of hours after the booking ends.

When a public form has a Rating field you get two extra tools:

• Alert managers on a low rating, set the rating (or lower) that emails managers, so an unhappy response reaches you straight away.
• Review Booster, invite every submitter to leave a Google review. Add your Google review link and a threshold; happier customers (at or above it) get an upbeat nudge, lower ratings get a "let us make it right" message and trigger the manager alert. The link is shown to everyone, since hiding it from unhappy customers would breach Google's review policy.

7b. Fill in a form (staff)

1. Open Operations → Forms and choose the form.
2. Complete the fields and submit. You'll see the success message.

7c. Manage submissions

1. As a manager, open a form's Submissions.
2. Read each entry and move it through your statuses (e.g. New → In progress → Done) as you action it.
3. Need a hand? On a submission, Suggest triage asks the AI to propose a status and assignee with a short reason, you decide whether to apply it, and Draft reply writes a reply email to the submitter for you to edit before sending. Both are manager-only and use your business's shared AI allowance.

8. Examples

• Beginner (any): use the Feedback template as-is and share it with the team.
• Real-world (venue): an Incident report form with date, description, a yes/no "injury?", and a severity rating; submissions flow New → Investigating → Closed, with managers emailed on each one.
• Advanced (facilities): a Maintenance request with a category dropdown and photo notes; statuses Logged → Quoted → Scheduled → Fixed so nothing is lost.

9. Reports & exports

Each form's Submissions panel is the record, grouped by your workflow statuses. New submissions can notify managers by email.

For feedback-style forms, Summarise last 30 days produces an AI digest of recent submissions, overall sentiment, recurring themes and suggested actions, so you don't have to read every entry to spot a pattern. It uses your business's shared AI allowance.

10. Common mistakes

• No "required" on key fields, important details get left blank; mark them required.
• Too many statuses, keep the workflow short and meaningful.
• Editing a live form's fields mid-stream, existing submissions keep the answers they were given; plan field changes carefully.

11. Troubleshooting

12. Error messages

Saving a form and submitting an entry both confirm inline ("Form saved", plus your custom success message). Required-field validation prevents an incomplete submission and highlights what's missing.

Related: Safety & cleaning · Documents