Forms
Decide what happens after someone submits
Choose whether a completed Form opens a Case, whether someone has to approve it, and how often a customer may answer.
Updated 22 October 2026
Every Form carries its own rules for what happens the moment a customer sends it. They live on the Form, not on this or that response, so they're set once and apply to everyone who fills it in afterwards.
Where they're set
From Forms, open Manage Forms & Cases beside the page title, choose the Form, then Edit Flow. The editor has three steps, and these settings are step two, After submission. Step three lets you review the form and these choices before saving.
Changing them needs permission to configure Forms. Without it, that button stays greyed out.
The choices
Customer response rule decides how often the same customer may answer this Form: Allow Multiple, One Active Response, or One Ever.
Submission behavior says whether this Form saves a response or opens a Case when the customer starts it. Choose Save response only for a Form that collects answers without an application. An Apply action needs a Case-opening Form; Qcom checks the exact action and Form before the customer can start.
For a Case-opening Form, two more choices appear:
- Case kind — Application, Claim, Onboarding, Service Request, or Other. It's how the Case is described to your team
- Repeat policy — Allow Multiple, One Open Case, or One Ever. This is about Cases rather than answers, so you can let someone answer twice while only ever having one open Case for them
Require human review holds the Case at Pending review until somebody approves or rejects it, and holds any connected action until they do. Leave it off and a connected action may run as soon as the response is confirmed.
Connected effect timing follows that choice: After confirmed submission when nobody has to approve, After approval when they do.
How long to keep responses — Standard, Sensitive or Regulated — records how long submitted answers should be kept. Standard is selected by default; change it when the answers contain sensitive or regulated information.
Qcom checks the requirements for the Form and the action that uses it. Set up exports, customer messages, Qyra and connected actions where you use those features; you don't need to add them to this Form's settings.
Saving
Saving creates a new version of the Form rather than replacing the old one, and every response stays attached to the exact version the customer filled in. So the wording someone saw and the rules that applied to them are kept, whatever you change later.
New rules apply from the next response onwards. Nothing already submitted is re-run, reopened or re-decided.
Related
- About Forms and Cases
- Review and decide a Case
- What each Case and response state means
- Why a Case didn't appear or move
- Build and publish a WhatsApp Flow
Was this article helpful?