Forms

Forms let you ask customers anything, such as feedback, an NPS score, an order request or onboarding details, on a branded page in their own language. In Resool you build a form with 17 question types, publish it to get a link, and send a personal link from any conversation so each answer is tied to that contact. Results, scores and the latest responses appear in Reports.

#What you can do with forms

• Build a form from 17 question types with drag and drop and a live preview.
• Translate it into up to 40 languages. Respondents switch language on the page.
• Brand it with your accent color, page background and logo.
• Ask follow-ups when someone gives a low rating.
• Share a public link, with your own link name and domain.
• Send a personal link from a conversation so the answer attaches to the contact.
• Measure responses, scores and answers in Reports › Forms.

#Before you begin

• Forms are available on every plan.
• To build and manage forms, your role needs Connect and configure channels. Owners and Admins have it.

#How to create a form

1. In the left rail, open Content › Forms and click New form.
2. Type the Form name at the top. Only your team sees it.
3. Add a Title and an optional Description. Respondents see these at the top of the page.
4. Add questions: click a question type in the list on the left, or drag it onto the form. Search with Search question types.
5. For each question, write the question, add optional Help text, and turn on Required if it must be answered. Use the question's buttons to Move up, Move down, Duplicate question or Remove question, or drag it to reorder.
6. Under After submitting, write a Thank-you message and the Submit button label (both optional).
7. Click Save changes.

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Forms › New form

The form builder with the question type list on the left (grouped as Text & contact, Choices, Ratings, Date, files & more), three questions on the canvas (Rating, Multiple choice, Paragraph), the live preview open, and the Languages and Looks sections on the right.

File: screenshots/forms-builder.png

Click Live preview to try the form as a respondent. Nothing you enter in the preview is sent.

#Question types

Some types have extra settings:

• Short text, Paragraph, Email, Phone number, Number, Website / link: a Placeholder, the light hint inside the empty box.
• Multiple choice, Checkboxes, Dropdown: at least two options, up to 20.
• Number: an Allowed range with Min and Max.
• Opinion scale: where the scale starts and ends (from 0 or 1 up to 2–10), and the labels under the lowest and highest values, such as "Not likely" and "Very likely".
• Rating: turn on Ask a follow-up when the rating is below and choose the rating. Write the Follow-up question, such as "What could we do better?", and choose whether an answer is required.

#How to add languages

1. In the Languages section on the right, click Add language and pick one. You can add up to 40.
2. Click Make default on the language you write in first. The title and every question must be filled in for the default language before you can publish.
3. Switch the Editing language and translate the title, questions, options and messages.

Respondents switch between your languages on the form page. The link opens in the respondent's browser language when the form has it, otherwise in the default language. Text missing in a language falls back to the default one.

#How to brand a form

In the Looks section, set the Accent colour and Page background, and click Upload logo to add your company logo (PNG, JPG or WebP up to 2 MB). The logo appears above the title.

#How to publish and share a form

1. Click Publish. If the button is disabled, hover over it to see what's missing, such as a title or a question in the default language.
2. Click Copy link and share it anywhere: your website, email or social media.

Under Link, set a Link name to replace the code at the end of the link, for example /customer-feedback. Use letters, numbers and dashes (2–60 characters).

To show forms on your own domain, such as forms.yourcompany.com, click the domain button on the Forms page, or go to Settings › Domains. See Domains.

To stop accepting answers, click Unpublish. People who open the link then see that the form isn't available.

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Public form link opened in a browser

A published form with the company logo, accent color, title and description, a language switcher (English / العربية), a star rating question, a multiple choice question and the Submit button.

File: screenshots/forms-public-page.png

#How to send a form in a conversation

1. In the Inbox, open a conversation and click the attach button in the composer.
2. Click Send a form and pick a published form.

Resool pastes the form's title and a personal link into your reply. When the customer answers, the response is linked to their contact and counts under From contacts in the report. A personal link can be answered once.

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Inbox › open a conversation › attach button › Send a form

The "Send a form" dialog listing two published forms, with the composer behind it.

File: screenshots/forms-send-in-inbox.png

#How to see responses

• The Forms page lists each form with its Status (Draft or Published), Languages and number of Responses.
• In the form builder, click View results to open Reports › Forms for that form.

The Form responses report shows responses over time, how many came From contacts, a Score that averages rating questions out of 100, the split of answers for each rating and choice question, and the Latest responses.

#Notes and limitations

• A form can have up to 50 questions and 40 languages.
• File upload questions accept images, PDF, Word, Excel or text files, up to 10 MB each and 5 files per question.
• Deleting a form removes its link and all its responses.

#FAQ and troubleshooting

#The Publish button is disabled.

What you can do:

• Add at least one question.
• Fill in the form title and every question in the default language.
• Give choice questions at least two options.

#The Send a form list is empty.

Only published forms can be sent. Publish the form first.

#A customer says the form was already answered.

Personal links sent from a conversation accept one response. Send a new link from the conversation if they need to answer again.

#Can I start a workflow when someone submits a form?

Resool forms don't start workflows. If you use Typeform or SurveyMonkey, their responses can start a workflow. See Workflow triggers.

#What's next?

• Satisfaction Surveys
• Replying to conversations
• Domains