What are Customer Forms?
It is where you can gather information from your customers via the Online Booking Flow.
This can be info about dietary or access requirements, marketing info, contact details, etc.
How do Customer Forms appear in the Booking Flow?
Forms can appear during the purchase journey, i.e. pre-checkout, or it can appear post-purchase for the Customer. See below for how this looks:
Box Office
If it is a pre-checkout Form, it will 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
NOTE - if it is a post-purchase form, this won’t appear in the Box Office flow, but you can add the Form Response on the Order page once the transaction is complete. See the FAQs below for more details.
Once you answer the questions, click Submit & Continue
Online Booking Flow
If it is a pre-checkout Form, it will 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
If the Form's Validation is Always Required, the customer won't be able to continue unless they have selected an option
If it is a post-purchase Form, you can send the Form link in a post-purchase email or directly via a Forms URL. See our Guide for more details
FAQs
How do I view and edit a Customer's Form Response?
How do I view and edit a Customer's Form Response?
On the Order page, once a transaction has completed. Follow these steps
Click View Responses either in the Timeline or Order Details
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.
For example, 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.
You'll then be taken to the Update Form Responses page, where you can change any answers and click Update Response
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
How do I make my Form post-purchase?
How do I make my Form post-purchase?
By adding a ‘Transaction Status Is Complete’ Visibility Rule on the Linked Form for your Event. See our Guide for full instructions.
Can I tailor my Form for each Event?
Can I tailor my Form for each Event?
Yes, you create your Form separately via the Tools page and then customise it per Event on the Event Settings page.
On Event Settings, you can select whether it shows for each guest in the booking or just once per transaction, plus set specific Visibility Rules depending on Band, Variant or Transaction Status.
Can I make my questions dynamic, depending what the Customer chooses?
Can I make my questions dynamic, depending what the Customer chooses?
Yes, either by setting Visibility Rules on the Event or certain Validations on the Form, where a question will only appear if they’ve provided a certain answer to a previous question. See our Guide for the different options you have.
How do I Report on Form Responses?
How do I Report on Form Responses?
Follow these steps:
Go to the Reporting page, click Reports and then New Custom Report
Select Performances or Orders as your Data Source
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.
Can I Report on who has or hasn't completed Post-Purchase Forms?
Can I Report on who has or hasn't completed Post-Purchase Forms?
Yes, you can use the Filter Form Response is not set. Below are examples both with and without the Filter:
Without Filter:
With Filter:
Why isn't my Customer Form appearing?
Why isn't my Customer Form appearing?
If your Form isn't appearing, it's worth checking the Manage Visibility to ensure the Rules are as you expect:
Head to the Event Settings Page, on the Linked Forms Tab
Click the 3 Dots and select Manage Visibility:
You'll want to look at either the Type or the Rules. If All Rules Must Apply is enabled, make sure each Rule does not conflict:
In the above screenshot, there are two rows of Price Band Name Is - this means that the Order needs to be:
A Complete Transaction
Contain an Item with a VIP Price Band
Contain an Item with a Premium Price Band
If it's for either Price Band, then you'll want to have one Price Band Rule and use in, rather than is:
This would mean that the Order needs to be:A Complete Transaction
Contain an Item with either a VIP or Premium Price Band