Edit a feedback form

The feedback form editor lets you build and edit a single survey: its settings, its questions and how it looks to clients. Open it from Feedback forms. Changing a form needs the Configuration & settings right with Manage; without it the editor opens read-only.

Connect the form to the follow-up email

For automatic feedback after a session visit, all three of these must be in place:

1. The session's resource has Post-visit follow-up switched on (it is on by default) and the Follow-up timing you want — see Resource details. This switch sends the follow-up email after every session; the form only decides whether the email also asks for feedback.
2. The Post-visit follow-up email exists under Configurations > Templates, Messages tab (Message templates). Its feedback button uses {{feedbackFormUrl}} inside a section that go flow removes automatically when the email does not ask for feedback.
3. A saved form whose Resources in scope lists the session's resource — or is empty, which makes it the organisation-wide form — and whose Valid from and Valid until dates include the time the email goes out.

The automatic trigger applies to session visits only: participants whose status is still Active when the session has ended, and who have an email address. A treatment or other appointment with a standard resource does not acquire this trigger merely by having a form.

Which form the email uses: a form whose Resources in scope lists the session wins over an organisation-wide form. Give each session one form; when two forms list the same session, or two forms are organisation-wide, you cannot tell which one go flow uses. A form in scope that is outside its validity dates switches the request off for that session — go flow does not fall back to the organisation-wide form — so delete it, or remove the session from its scope, when it has served its time. The purpose plays no part; see What is sent automatically.

The session must have ended and the send time must have come. Send delay (days) and Cooldown per client (days) control timing and repeat requests; neither switches sending on. The Link URL is a separate route for collecting answers and does not prove that an automatic email is scheduled. Saving a form alone creates no response. To test the whole route with a test client, follow Check that feedback works.

Overview

The editor is organised into three tabs: Settings, Questions, and Preview. The toolbar holds the close button (unsaved changes are discarded), the help button, the bin icon (Mark for deletion) and Save.

Settings

On the Settings tab you define the form's basics:

• Name — the form's name in the dashboard: in the form list, in the header of its responses page and in the form filters of Feedback insights. Required, up to 80 characters. Clients see the title from Texts; the name pre-fills that title in your default language.
• Purpose — Visit, Booking experience, Event, Cancellation, No-show, Campaign, or Relationship. Required. It labels the form in the list and on the Per form tab of Feedback insights; it does not decide when or whether the form is sent.
• Allow anonymous submissions — adds a Submit anonymously box to the form. See Anonymity.
• Texts — the title (Name, up to 80 characters) and Description (up to 500 characters) that clients see, with a field for each of your organisation's languages. A client sees their own language, otherwise your default language, otherwise the form's name.
• Images — an optional Feedback banner image shown across the top of the form on the emailed feedback page and on the Link URL page.
• Valid from / Valid until — the period in which the form is in use. Outside it, the follow-up email carries no feedback request for the sessions the form covers, and both the emailed link and the Link URL refuse answers. Empty fields mean always valid. Valid until ends the form at the start of the chosen day, so pick the day after the last day on which clients may answer. In Swiss time the editor shows each date one day earlier than the day you picked once the form is saved; the Validity column of the form list shows the days you picked, so check the dates there. Before you save the form again, pick Valid from, Valid until and Expiry again; otherwise the period starts and ends, and the link expires, almost a day earlier. A change applies to emails not yet sent and to links opened from then on.
• Send delay (days) — how many days after the session ends the follow-up email goes out when it asks for feedback (default 1, up to 365). The default of 1 sends it 24 hours after the end of the session, even when the resource is set to Next morning. With 0, the resource's Follow-up timing applies. When the email does not ask for feedback — the client is within the cooldown, or no valid form applies — the resource's own follow-up timing applies as well.
• Cooldown per client (days) — the minimum number of days between two feedback requests to the same client (default 90, up to 3650; 0 switches it off). It counts requests sent, answered or not, by any form of your organisation. The follow-up email still goes out after every visit, with its thank-you, rebook link and any partner link; within the cooldown it simply leaves out the feedback request, so frequent visitors are not surveyed after every visit. Participants booked without a client record are never held back.
• Resources in scope — leave empty for an organisation-wide form, or select specific resources to limit the form to them. Only sessions count: the scope decides which sessions' follow-up emails use the form. It does not restrict the Link URL.
• Link URL — a public link to the form that you hand out or post separately from the automatic post-visit request. Click the refresh icon (Generate link) to create it, or (Regenerate link) to replace it, which invalidates the old one; click the copy icon (Copy URL) to copy the URL. The link works once the form is saved and synchronised. It respects Valid from and Valid until, but not Resources in scope. Expiry optionally stops the link from accepting responses from the start of the chosen day, and Max responses optionally caps how many responses it accepts (0 means uncapped). The field hint suggests adding a qualifier such as /reception to the end of the link: such a link opens your booking calendar instead of the form, so share the link exactly as copied.

Anonymity: who can see who answered

When Allow anonymous submissions is on, the form shows a Submit anonymously box with the note "Your name and contact details will not be visible to the operator." This wording is fixed.

• Emailed link after a visit — the response is linked to the client unless they tick Submit anonymously. An anonymous response stores no client, but keeps the session, the date and time, and the answers; in a small session these can still point to a person.
• Link URL — a response is linked to a client only when the respondent is signed in on your booking site in the same browser and does not tick the box. Everyone else answers anonymously. With Allow anonymous submissions off, only signed-in clients can submit; anyone else gets "Something went wrong".
• Who sees what — the feedback pages show no respondent names. A linked response also appears on that client's journal with the form name and score (Journal), and searching responses for a client's name finds it. Anonymous responses appear on no journal and cannot be found by name. Everyone who can open Feedback forms or Feedback insights can read every response, comments included.

Limits, expiry and cooldown

Setting or rule	Applies to	Effect
Max responses	Link URL only	When reached, the link shows "This feedback link is no longer active". The count runs over the life of the form and is not reset when you regenerate the link; raise the number, or set 0, to reopen it.
Expiry	Link URL only	From the start of the chosen day, the link accepts no responses.
Valid from / Valid until	Follow-up request, emailed link and Link URL	Outside the period no request is sent and no answer is accepted.
Emailed link	One client, one visit	Works for 14 days and can be answered once; opened again, it shows the thank-you page. It opens the form that applies to the session at that moment, with its current questions.
Cooldown per client (days)	The feedback request inside the follow-up email	Withdraws the request, never the email.

Questions

Questions come from a shared, reusable question pool for your organisation, so the same question can appear on several forms and its answers stay linked across them. On the Questions tab, click the plus button (Add question) to open the picker: search the pool (Find a question) and click a question to add it to the form, or click the plus button in the picker (New question) to create a new pooled question. Drag a placed question by the handle to reorder it, click the pencil icon (Edit question) to edit the underlying question, and click the close icon (Remove from form) to remove it from this form (this does not delete it from the pool). The table also shows each question's Type, a Tracked icon for questions graphed over time in Feedback insights, and a Required checkbox for whether an answer is mandatory on this form.

Required answers

Required belongs to the question's place on this form: the same question can be required on one form and optional on another. A newly added question starts as required. Clients see an asterisk (*) on required questions and cannot submit until they have answered them; go flow also refuses a submission that misses one.

Editing a pooled question

A change to a question applies to every form that uses it and to how earlier responses are shown: responses always display the question's current wording. Changes to questions are stored when you save the form. A question cannot be deleted from the pool; remove it from the forms instead. Once a question has answers, do not change its type or the Value of an option: earlier answers keep the old values and are then no longer shown or counted correctly. Create a new question instead.

When you create or edit a pooled question, you set:

• a Type — Rating (1–5), NPS (0–10), Effort score (CES), Free text, Yes / No, Single choice or Multiple choice;
• a Question heading and an optional Hint, each per language; the question text in your default language is required;
• Track over time — available only for Rating, NPS and Effort score questions; when enabled, you can set a Metric key, a stable identity so that two questions sharing a key combine into one trend line in Feedback insights. Left empty, the key is made from the question text. Tracking also covers answers given before you switched it on, and a changed key regroups the whole history.

Depending on the type there are further settings: the Rating scale max (2–10, default 5) for rating questions; the Scale maximum (2–10, default 5) plus Low end label and High end label for effort score (CES) questions — the two labels are one text for all languages; the Max length (characters) (10–5000, default 500) for free-text questions; and the list of Options for choice questions. Each choice option has a stable Value, which is stored with responses, and a Label you can translate per language; options can be added (Add option), reordered by dragging, and removed. A choice question needs at least one option with a value and a label in your default language.

Preview

The Preview tab shows how the form will appear to clients, so you can check the wording and order before saving. Use the language buttons to see each of your organisation's languages. A sample session card stands in for the visit details, required questions carry an asterisk, and the Submit anonymously box appears when anonymous submissions are allowed. The controls cannot be used and nothing is submitted. Two differences from the live form: an effort question always shows "Very difficult" and "Very easy" in the preview, even when you have set end labels, while clients see your Low end label and High end label, or no labels when they are empty, and a form whose title in Texts is empty shows "Untitled form" in the preview, while clients see the form's name.

Deleting a form

To delete a form, click the bin icon (Mark for deletion) in the toolbar. A warning appears and the form becomes read-only while marked; click Save to delete it. To keep the form, click the bin icon again, or close the editor without saving. A form that has never been saved has no bin icon. A deleted form leaves the list, its Link URL stops working and it no longer serves the follow-up email; its responses remain in Feedback insights.

Saving

Click Save to store the form. Save stays disabled until you have changed something, and while a synchronisation is running. A form needs a name, a purpose, and at least one question; choice questions need at least one option. Clients and the follow-up email see the change once synchronisation has finished.