Feedback forms

The feedback forms page lists the surveys your organisation uses to collect responses from clients — after a session visit, through the follow-up email, or through a link you share yourself. Open it from Configurations > Feedback forms.

Overview

This page is available when the Feedback forms module is enabled for your organisation (Organisation, Modules tab). Switching the module off only hides the feedback pages: saved forms still add the feedback request to the post-visit follow-up email and keep accepting answers through their links, so delete the forms first if you want to stop collecting feedback. Viewing it needs the Configuration & settings right with View. Creating, editing and duplicating forms, and marking responses handled, need Manage: without it, the Add feedback form button and the duplicate icon are hidden and the form editor opens in read-only mode.

How feedback works

Three things work together:

• Questions live in one shared question pool for your organisation. You write a question once and place it on as many forms as you like; its answers stay linked across those forms, which is what lets Feedback insights follow it over time.
• A form places questions from the pool in an order you choose and marks each one as required or optional on that form. The form also holds the title clients see, the validity dates, the anonymity option, the timing of the email request and an optional shareable link. Field by field: Edit a feedback form.
• A delivery route brings clients to the form: the post-visit follow-up email after a session, or the form's Link URL, which you hand out yourself.

Answers arrive as responses. Read them per form under Feedback responses and across forms under Feedback insights.

What is sent automatically and what you share by link

go flow asks for feedback automatically in one situation only: in the Post-visit follow-up email after a session visit. Every other occasion needs the form's Link URL, which you share yourself — in your own email, on a poster or QR code, or on your website.

Purpose	Sent automatically?	How clients reach the form
Visit	Yes, after a session visit	The post-visit follow-up email, or the Link URL
Booking experience, Event, Campaign	No	The Link URL
Cancellation, No-show	No — go flow sends no feedback request after a cancellation or a no-show	The Link URL, for example in your own email to those clients
Relationship (a periodic survey, for example once a quarter)	No — go flow has no scheduled survey	The Link URL, shared for each round; close a round with Valid until or Expiry

The automatic request goes only to participants of a session — not to treatments or other appointments with a standard resource — whose status is still Active when the session has ended (not cancelled, not marked as no-show, not on the waiting list) and who have an email address. How to set it up: Connect the form to the follow-up email.

The purpose does not decide which form the email uses. The email takes the form whose Resources in scope lists the session, otherwise a form with an empty Resources in scope (organisation-wide), whatever its purpose. A link-only form left organisation-wide can therefore end up in the follow-up email. Keep at most one organisation-wide form — your visit form — and give each link-only form at least one resource in scope that is not a session, such as a standard resource. The scope does not restrict the Link URL, so the link keeps working.

Searching

Use the search bar (Find feedback form) to find a form by name. The forms are listed alphabetically by name, with these columns:

• Purpose — the form's purpose as a chip.
• Resources in scope — Organisation-wide, or the number of resources the form is limited to.
• Validity — Always valid, a date range, or a single From or Until date.
• Anonymous — an icon when the form allows anonymous submissions.
• Questions — the number of questions on the form.

Purpose

Each form has a purpose, shown as a chip in the list: Visit, Booking experience, Event, Cancellation, No-show, Campaign, or Relationship. The purpose labels the form in the list and on the Per form tab of Feedback insights. It does not send anything; see the table above for how each kind of form reaches clients.

Resources in scope

Each form is either organisation-wide or limited to specific resources. The Resources in scope column shows Organisation-wide or the number of resources the form applies to. The scope decides which sessions' follow-up emails use the form: a form that lists the session wins over an organisation-wide form. Give each session one form; when two forms cover the same session, you cannot tell which one go flow uses.

Creating and Editing Forms

1. Click Add feedback form (the plus button) and choose Blank form to start from scratch, or From a template to copy a ready-made template. From a template stays greyed out while no templates are available to your organisation.
2. To open an existing form, double-click its row, or click the view icon (Details).
3. In the form editor, set the name, purpose, scope, validity dates, the anonymity option, and the questions clients will answer, then save.

Click the duplicate icon (Duplicate) on a form to open a copy of it in the editor, named after the original with "(copy)" added. The copy is stored only when you save it. It places the same pooled questions as the original — editing a question changes it on both forms — and copies the purpose, Resources in scope, dates, timing, anonymity option and Max responses. The Link URL and its Expiry are not copied; generate a new link for the copy. If the original serves the follow-up email, change the copy's Resources in scope before you save, so the two forms do not compete for the same sessions.

Viewing Responses

Click the responses icon (Responses) on a form to open its responses page, where you can browse and read the submissions collected for that form and mark them handled. See Feedback responses.

Feedback Insights

Click the chart icon in the top right (Feedback insights) to open Feedback insights, where you follow tracked questions over time and read the results of one form question by question. The same page is under Analytics > Feedback insights. See Feedback insights.

Check that feedback works

Test with the preview, a test client and a hidden test session — never with real customers. A submitted response cannot be deleted: it stays in the form's responses and, for tracked questions, in the trend charts of Feedback insights.

1. Open the form and check the Preview tab: the title, the questions and their order, the asterisk on required questions, the Submit anonymously box, and each of your languages.
2. If you share the form by link: save, wait until synchronisation has finished, and open the Link URL in a private browser window. The form must appear. Close it without submitting, unless a test response may stay in the results.
3. If the form serves the follow-up email: create a test client with an email address you can read (Add your first client) and add them as a participant to a session slot set to Hidden (Session visibility) of a session the form covers (Session participants). Leave the participant Active.
4. After the session has ended and the follow-up time has passed — with the form's default Send delay (days) of 1, one day after the session ends — open Emails. A Post-visit follow-up email to the test client must be listed. Open it: it carries the feedback button when the client was asked for feedback.
5. Open the feedback link from the test mailbox. The page shows the session and the form. If you submit, the response appears under Responses for the form with the source Visit; mark it handled so that it does not count as awaiting follow-up.

When the expected result is absent

What you see	What to check
No Post-visit follow-up email at all	Post-visit follow-up is switched off on the session's resource (Resource details); the Post-visit follow-up email is missing under Configurations > Templates, Messages tab — without it go flow sends no follow-up email at all; the participant is not Active or has no email address; the follow-up time has not passed yet. go flow does not catch up on follow-ups that are more than about two days overdue, so switching the setting on later does not email clients about earlier visits.
The email arrives without a feedback button	No form covers the session; the form that covers it is outside its Valid from and Valid until dates (such a form switches the request off — go flow does not fall back to the organisation-wide form); or the client was already asked for feedback, by any form, within the Cooldown per client (days).
The emailed link shows "This link has expired"	The link is older than 14 days, or the form that now applies to the session is outside its validity dates.
The emailed link shows "Link not recognised"	No form applies to the session any more (deleted, or the session was removed from its scope), or the booking was removed.
The Link URL shows "Feedback link not found"	The form is not saved and synchronised yet, the link was regenerated (the old link stops working), or the address was cut off when it was copied.
The Link URL shows "This feedback link is no longer active"	Expiry has been reached, the form is outside Valid from and Valid until, or Max responses has been reached.
Submitting through the Link URL shows "Something went wrong"	Allow anonymous submissions is off and the respondent is not signed in on your booking site; see Anonymity.
The Link URL opens an error page or your booking calendar instead of the form	The link starts with your organisation's code, and the booking site opens it only while one of your booking templates uses that same code as its Slug (Edit a booking template). A link with anything added after it, such as /reception, opens the booking calendar; share the link exactly as copied.