Booking Forms
Go to Settings → Booking forms to create forms customers fill in when they book. Customers fill them in on the confirmation step. The answers stay with the booking and appear in the booking details, the export file, and new-booking notification emails.
In this guide
- Put several questions in one form: short answer, paragraph, multiple choice, checkboxes, dropdown, date, and number
- Show a question only based on an earlier answer, for example ask about allergens only when the customer picks “Yes”
- Apply a form to all services or to specific services, and use several forms on one booking
- Signed-in customers who book again get their previous answers filled in
- Start from a template, and preview and try the form at phone size before you save
Who can do this
Only the Owner and Admins can create or edit forms. Members can view and edit answers on bookings they are assigned to.
Create a form
Open “Booking forms”
In the left menu, click Settings → Booking forms. Click 1 Add form at the top right to choose a starting point, or click 2 a form’s row to edit it.
Choose a starting point
- 1 Blank form: design it from the first question.
- 2 Templates: common forms such as Student details, Pet details, and Fortune reading details, with the questions already filled in. Pick one to open a new form, and edit any question before you save.
- Template questions use your booking page’s default language. Changing the language later doesn’t translate forms you’ve already created.
Fill in the basics and the question list
- Form title: The section title customers see on the booking page, for example “Student details”.
- Description: Optional, shown below the title.
- 1 Applies to: All services, or choose Specific services and pick the services. When customers book these services in a LINE chat, they’re sent a link to fill in the form on the booking page.
- Active: When turned off, the form is hidden from the booking page. Answers already received are kept.
- 2 Question list: Each question has its own row. The second line shows the type, whether it’s required, and its show-based-on-answers condition, and “Previous answer not filled in” when that’s turned off. Drag the handle on the left to reorder. Use the ⋯ menu on the right to Move up, Move down, Add below, Duplicate, or Delete. Click 3 Add question to add one at the end.
Edit a question
Click a question’s row to edit it in the side panel:
- 1 Choose a Question type, enter the Question and Question description, and turn on Required if needed. If you change the type of a saved question, customers’ earlier answers to it won’t be filled in again.
- 2 Fill in previous answer: On by default. Turn it off for questions that change every visit, like the style they want this time.
- Choice questions need Options, one per row, which you can drag to reorder. Number questions can have a Minimum, a Maximum, and Whole numbers only.
- Click Save to put the question back in the list, or Cancel to leave it unchanged. The form is saved only when you click Save changes at the bottom of the page.
Show based on answers (optional)
Turn on 3 Show based on answers and set conditions in the 4 Condition list. The question appears only when earlier questions meet the conditions.
- Conditions can only refer to questions above this one. If dragging moves the referenced question below, the question list shows “A condition refers to a question below this one. Reorder the questions.” Fix the order before saving.
- All conditions match: shown when every condition is met. Any condition matches: shown when at least one is met.
- The available rules depend on the source question’s type: choice questions use “is”, “is any of”, and similar rules, number questions compare values, date questions use “is before” or “is after”, and every type can use “is answered” or “is not answered” (short answer and paragraph questions can only use these two).
- Customers don’t need to answer hidden questions, and anything they entered there isn’t saved.
- When deleting a question, changing its type, or removing an option would break conditions on other questions, you first see the affected questions with their conditions before and after, with a note on required questions. Nothing changes until you click Apply changes. A question whose conditions are all removed is always shown.
- When an option is removed, conditions like “is not” and “is none of” change to “is answered” automatically, without asking.
Preview
Select Preview at the top right to try the form on a phone-sized screen in a side panel. It shows what’s on the page now, even before you save, the same way customers see it on your booking page:
- Questions shown based on answers appear or hide as you choose answers.
- Select 1 Check required fields to check required questions. Unanswered ones show a message below them.
- Text in the preview, such as “Optional”, uses your booking page’s default language.
- The preview doesn’t submit or save anything. If the form has an error, such as a question without a title, you’re asked to fix it first.
- The menu on the right of each row in the form list also has Preview, which shows the saved version.
Assign forms from service settings
You can also set this up from the service side. In a service’s edit panel, Assigned booking forms lets you tick forms whose Applies to is set to “Specific services”. Booking forms applied automatically lists the forms that apply to all services; you can’t change them there.
Use the menu at the right of each row in the form list to Deactivate/Activate or delete a form. Deleted forms no longer appear on the booking page; answers already received are kept and still show in the booking details.
What customers see
After choosing services and a time, customers reach the confirmation step and see a section for each form that applies, below their contact details, in the order of your form list.
- When a booking includes several services, a form appears once if it applies to any of them.
- The booking can’t be submitted while a required question is empty or an answer has the wrong format, and the page scrolls to the first field to fix.
- If you change a form while a customer is filling it in, the customer is asked to review the new version before submitting. What they entered is kept.
- Multi-slot bookings are answered once, and each booking in the series keeps a copy.
- When signed-in customers book again, their own previous answers are filled in with the message “Filled in with your previous answers”. They can click Clear to start over. Questions with Fill in previous answer turned off (and questions that no longer show as a result), answers entered without signing in, and answers you entered for them in the dashboard aren’t filled in.
- Questions like a student’s or pet’s name are filled in with the previous answer. When a parent books for another child or an owner books for another pet, ask them to click Clear and start over.
- In LINE conversational booking, services with a form that applies send the customer a link to finish on the booking page.
- Signed-in customers can see their own answers, read-only, in the booking details of their customer center. The booking page opened from a notification email link doesn’t show them.
View and edit answers
- Booking details: Open a booking. The “Customer answers” card lists the answers by form. Click Edit next to a form to fill in or change answers. Forms that apply but haven’t been filled in are listed too, so you can fill them in for the customer, for example on a booking you added in the dashboard. Required questions aren’t enforced when your team edits answers, and clearing every answer deletes that set of answers.
- Export: The booking export includes a “Booking form answers” column in the format “form | question: answer”.
- Notification emails: New-booking emails sent to your business include the answers. Emails to customers, LINE messages, and reminders don’t.
- Rebook: When you create a new booking with Rebook in the booking details, answers that still apply are copied over. Answers that are no longer one of the current options, questions with Fill in previous answer turned off, and questions that no longer show as a result aren’t copied.
Answers are shown with the form version the customer answered. Changing question text, deleting questions, or deactivating the form later doesn’t change answers already received.
Form rules
| Item | Rule |
|---|---|
| Number of forms | Up to 20 per business (including inactive ones) |
| Questions | Up to 30 per form |
| Form title / Description | Up to 100 / 500 characters |
| Question / Question description | Up to 200 / 300 characters |
| Short answer / paragraph answers | Up to 200 / 1,000 characters |
| Options | 2–30, up to 100 characters each, no duplicates |
| Order | Drag to reorder in the form list; the booking page follows this order |
| Inactive | Hidden from the booking page; answers already received are kept |
FAQ
Who can see customers’ answers?
Only your team: the Owner, Admins, and the member assigned to the booking. Answers are stored encrypted, and they’re deleted along with a customer’s personal data when the customer asks for deletion.
Can I ask questions only for some services?
Yes. Set Applies to to Specific services and pick the services. Customers who don’t choose those services won’t see the form.
If I change a form, do earlier answers change?
No. Each set of answers keeps the version that was answered, and its questions and options are shown with the text from that time.
What happens to the answers if I change a booking to another customer?
They stay with the booking, and you can still see them in the booking details. The new customer doesn’t see the previous customer’s answers in their customer center, and they aren’t filled in when the new customer books again.
Troubleshooting
| Issue | Cause and fix |
|---|---|
| A customer can’t submit a booking | Check for a required question left empty, or the form was updated while the customer was filling it in; ask the customer to review the new version and submit again |
| LINE conversational booking sends a link instead | The service has a booking form that applies, and forms can’t be filled in in the LINE chat, so the customer finishes on the booking page |
| Applies to shows “No available services, not shown” in the list | All the specific services were deleted; pick services again or switch to all services |
| No “Customer answers” card in the booking details | The booking has no answers and its services have no forms that apply |