About Forms and Cases

A Form collects a customer's answers. A Case tracks work your team needs to review, decide on and close after a response.

This guide covers Forms offered through WhatsApp. Publishing a WhatsApp Form does not make it available on every other channel; check the setup for the channel you intend to use.

How the two fit together

Every completed Form is a response, and a response is kept whatever happens next. You can open it and read the answers as they were given.

A Case is only created when the Form is set to create one. When it is, each response opens a Case with its own number, its own review state and its own closing state. A Form that only gathers answers — a quick question, a signup — never opens one, and that's not a fault.

For WhatsApp, the Form is built and published as a WhatsApp Flow. You'll see Flow where you design and publish it.

Submitted does not mean accepted or paid

These outcomes belong to different records:

• Response confirmed means Qcom received and matched the answers
• Case approved means a reviewer said yes; it does not close the Case or prove that connected work succeeded
• Order or appointment created means the connected order or booking record exists; check its status for what happens next
• Payment settled must be checked in Payments

Check the Case for the review decision and whether its connected action completed. Open Orders, Bookings or Payments to check the resulting record. A submitted Form is not a payment receipt or proof that the business accepted the request.

Finding your way around

Forms has four views, plus Analytics on Scale and above:

• Overview — what needs you right now: reviews that have sat too long, drafts about to expire, responses that couldn't be matched up, and connected actions that stopped. Choose a number to see the items behind it
• Cases — the work itself, narrowed by review, by Case state, or by date
• All responses — every completed Form, whether or not it opened a Case
• Saved drafts — customers who started a Form and haven't finished it
• Analytics — how customers use your Forms, when your plan includes it

The two buttons beside the title open your Form library. One starts you from a Form template; the other opens Manage Forms & Cases, where you edit a Form's screens and decide how its future responses are handled.

Who sees what

You see the Cases and responses that arrived through the inboxes open to you, plus any private inbox you've been added to.

Reviewing a Case, closing one, and changing how a Form behaves are three separate permissions, so someone can be allowed to read everything and decide nothing.

What your plan includes

Forms is on Growth and above. The performance figures for a Form — how many people opened it, finished it, and came back to an unfinished one — are on Scale and above.

Related

• Decide what happens after someone submits
• Review and decide a Case
• What each Case and response state means
• Why a Case didn't appear or move
• About the Inbox