Intake Form: Collect Customer Information with Custom Forms

What is the Intake Form Feature?

The Intake Form feature lets you collect information at four different points in the customer journey.

Key Benefits:

• Gather customer information - Collect health conditions, preferences, experience levels, or other details during booking or pass purchase
• Understand cancellations - Ask why a customer is cancelling before the class reservation is removed
• Automate feedback collection - Ask attendees for post-class feedback
• Conduct surveys - Send time-limited questionnaires to a chosen customer audience
• Track responses - Review completed form data from one history view

Four Form Types Available:

1. Intake Form - Shown during class booking or pass purchase
2. Cancellation - Shown before a customer cancels a class reservation
3. Feedback - Offered after an attended class
4. Survey - Sent to selected customers, roles, or tags

Step 1: Create Form Items (Questions)

Before creating a form, you need to create the individual questions (called "Form Items") that will appear on your forms. Think of form items as building blocks - you create them once and can reuse them across multiple forms.

How to Create a Form Item:

1. Go to Custom Features > Intake Form
2. Click on the Form Items tab
3. Click + NEW to add a new question
4. Enter the question name (this is what customers will see)
5. Select the question type
6. Set whether it's required or optional
7. Add a default value if needed
8. Click Save

Available Question Types:

• Textbox - For short text answers (name, email, notes)
• Checkbox - For yes/no or multiple selection options
• Select Box - Dropdown menu for choosing one option from a list
• Date - Date picker for collecting dates (birthdays, preferred dates)

Tips:

• Mark questions as "Required" if the information is essential
• Use clear, simple language in your questions
• Set default values for common responses to save customers time

[Instructions]

1. Select Customer Surveys from the left-side menu.
2. Go to the Survey Items tab.
3. Click + Add.
4. Select the Survey Item and enter the Name.
5. The survey item is successfully created.

Step 2: Create a Form

Once you have created your form items, combine them into a form and choose when it appears.

How to Create a Form:

1. Go to Custom Features > Intake Form
2. Stay on the Forms tab
3. Click + NEW
4. Enter the form name and description
5. Select Intake Form, Cancellation, Feedback, or Survey
6. Add reusable form items or choose a template
7. Configure the targeting for that form type
8. Click Save

Targeting Rules:

• Intake Form - Select at least one class or pass
• Cancellation - Select classes, or leave Classes empty to apply it to all class cancellations; passes are not used
• Feedback - Select at least one class
• Survey - Select customers, roles, or tags, then publish when ready

[Instructions]

1. Open the Forms tab and click + Add.
2. Enter the form name and description.
3. Select the form type.
4. Add form items or select a template.
5. Configure the classes, passes, or users allowed for that type.
6. Click Save.

Form Type: Intake Form

Intake Forms are designed to collect information from customers when they book specific classes. This is perfect for gathering important details before the appointment.

Common Use Cases:

• Health questionnaires - Ask about injuries, medical conditions, or physical limitations before fitness or yoga classes
• Experience level assessment - Determine if a customer is a beginner, intermediate, or advanced
• Preferences - Massage pressure preferences, aromatherapy scent choices, etc.
• Contact information - Emergency contact, preferred contact method
• Special requirements - Dietary restrictions, accessibility needs

How It Works:

1. Customer books a class that has an Intake Form linked
2. After confirming the booking, they are prompted to fill out the form
3. Customer completes and submits the form
4. You can view their responses in the History tab before the class

[Instructions – Customer Survey]

• Bind the survey to a Pass so that customers are required to fill it out at the time of purchase.

• When a customer makes a reservation using a pass that has a survey attached, or books a course that is linked to a survey, the customer's survey responses can be viewed in the reservation records.

Form Type: Feedback

Feedback forms are automatically sent to customers after they attend a class. This helps you collect valuable reviews and improve your services.

How Feedback Forms Work:

• The system automatically sends the feedback form to each attendee 31 minutes past the hour after their class ends
• For example: If a class ends at 13:45, students will receive the feedback form after 14:31
• Only customers who actually attended (marked present) receive the form
• Customers can complete the form at their convenience

Common Feedback Questions:

• How would you rate this class? (1-5 stars)
• What did you enjoy most about the class?
• How can we improve?
• Would you recommend this class to others?
• Any additional comments?

Benefits:

• Automated collection - no manual work required
• Timely feedback while the experience is fresh
• Helps identify popular instructors and classes
• Provides insights for improvement

Form Type: Cancellation

Cancellation forms collect information immediately before a customer cancels a class reservation.

How Cancellation Forms Work:

• The form appears after the customer confirms they want to cancel, but before the reservation is removed
• A required form must be submitted before cancellation can continue; closing it leaves the reservation active
• An optional form can be skipped and the cancellation will continue without answers
• Select specific classes to limit the form, or leave Classes empty to apply it to every class cancellation
• Cancellation forms do not attach to passes and do not create a separate pending survey or notification
• Completed answers are linked to the cancelled attendance record and can be reviewed in History

Useful Questions:

• Why are you cancelling?
• Was the class time inconvenient?
• Would a different time or instructor work better?
• Is there anything we could change to help you attend next time?

Form Type: Survey

Surveys are general-purpose questionnaires that can be sent to customers at any time. Unlike Intake Forms and Feedback, surveys are not tied to specific classes or attendance.

Survey-Specific Features:

• Ready to Go toggle - Keep it off to save as a draft; turn on when ready to publish
• End Date - Set a deadline for responses; customers will see when the survey expires
• Status tracking - Monitor whether the survey is active or closed

Common Survey Uses:

• Customer satisfaction surveys
• New service interest polls
• Schedule preference surveys (best class times)
• Annual feedback collection
• Event planning questionnaires
• Marketing research

Tips for Surveys:

• Keep surveys short - 5-10 questions maximum for better completion rates
• Set reasonable end dates to create urgency
• Use the draft feature to prepare surveys in advance
• Review responses before the end date to take action

Viewing Form Responses (Admin)

Completed answers from all four form types are collected in the History tab.

How to View Responses:

1. Go to Custom Features > Intake Form
2. Click the History tab
3. Filter by customer, form, class, status, or date when available
4. Click an entry to view the full response

Information Displayed:

• Customer - Who completed or skipped the form
• Form Name and Type - Intake Form, Cancellation, Feedback, or Survey
• Class or Pass Context - The related booking, cancellation, or purchase when applicable
• Status - Whether the form is pending, completed, or skipped

Cancellation forms are completed inline, so they do not have a pending to-do. A required form produces a completed response before cancellation; an optional form may be skipped without storing answers.

Customer Experience

Customers encounter each form type at a different point:

1. Intake Forms - During class booking or pass purchase
2. Cancellation Forms - After confirming a class cancellation, before the reservation is removed
3. Feedback Forms - After attending a class
4. Surveys - From their pending forms when a survey is published to them

For a required cancellation form, closing the form cancels the cancellation action, not the reservation. For an optional cancellation form, the customer may skip it and continue.

Submitted responses can be referenced later from form history where the form type supports it.

Activity Log

The Log tab provides a complete audit trail of all changes made to forms and form items.

What's Tracked:

• New form items created
• New forms created
• Edits to existing forms or items
• Who made each change
• When the change was made

How to Use the Log:

1. Go to Custom Features > Intake Form
2. Click on the Log tab
3. Use the date range filter to find specific changes
4. Review the activity timeline

Benefits:

• Track who made changes to forms
• Audit form modifications
• Troubleshoot issues by seeing recent changes
• Maintain accountability across team members

Best Practices

Follow these tips to get the most out of the Intake Form feature:

Creating Effective Forms:

• Keep it short - Ask only for information you will use
• Use clear language - Explain why the question is being asked
• Use required carefully - A required cancellation form stops the customer from cancelling until it is submitted
• Reuse questions - Keep wording and reporting consistent across forms

Choose the Right Lifecycle:

• Use Intake Forms for information needed during booking or pass purchase
• Use Cancellation for short, actionable questions about why class reservations are cancelled
• Use Feedback for post-class reviews and instructor ratings
• Use Surveys for broader research sent to a customer audience

For cancellation forms, start with one or two questions. Leave Classes empty only when the same questions make sense for every class; otherwise target the relevant classes.