Forms

Send forms by text, pre-fill information for customers, and view completed submissions directly in Captivated.

Captivated Forms allow you to send a form directly to a customer’s phone by text message. Customers can complete the form from their device, and their submitted form is returned directly to the Captivated conversation.

Forms can be used for a variety of workflows, including:

• Registrations
• Customer intake
• Quote approvals
• Order forms
• Change orders
• Contracts and agreements
• Service authorizations
• Customer acknowledgments
• Other information or approvals your business needs to collect

Send a Form

To send a form from a conversation:

1. Open the customer conversation.
2. Select the three-dot menu below the message field.
3. Choose Attach Form.
4. Select the form you’d like to send.
5. Adjust your accompanying message if needed.
6. Select Send.

The customer receives a text message with a link to open and complete the form from their phone.

Send Forms Using Templates

If your team frequently sends the same form, you can attach it to a Message Template.

This allows your team to quickly send the form along with a consistent message without attaching it manually each time.

Send Forms Automatically

Forms can also be sent using Automated Events.

For example, a customer could text a designated keyword and automatically receive the appropriate form.

This can be useful for workflows such as:

• Registrations
• Appointment requests
• Service requests
• Applications
• Intake forms

Pre-Fill a Form

Some forms allow you to enter information on the customer’s behalf before sending it.

For example, you may want to pre-fill:

• Customer information
• Invoice amount
• Quote details
• Order information
• Services included
• Contract details
• Other information already known by your business

To pre-fill an eligible form:

1. Attach the form to the conversation.
2. Select Pre-Fill.
3. Review any customer information automatically populated by Captivated.
4. Enter any additional information you’d like to include.
5. Select Continue.
6. Review the information before sending the form.

The customer can then complete any remaining fields and submit the form from their phone.

Form Field Permissions

Forms can be configured to control who is allowed to complete or edit individual fields.

Depending on the form, a field may be:

Field Setting	Who Can Complete It
Sender or Recipient	Your team can pre-fill the field, and the recipient can edit it if needed.
Sender Only	Your team completes the field and the recipient can view it but cannot change it.
Recipient Only	The customer must complete the field themselves.

This is especially helpful for forms where your business needs to provide information for the customer to review before they submit or sign.

Receive Completed Forms

Once a customer submits a form, the completed submission appears directly within the Captivated conversation.

Select View PDF to review the completed form.

Forms can also be configured to automatically email a PDF copy of the completed submission to designated email addresses.

View Form Submissions

Administrators and other users with appropriate access can review sent and completed forms from the Form Submissions Dashboard.

Navigate to:

Dashboards > Form Submissions

From here, you can:

• View sent and submitted forms.
• Filter submissions by date.
• Filter by account or form.
• Preview completed forms.
• Open the Captivated conversation where a form was sent.
• Export submission data to CSV.

Selecting a submission date opens the submitted form. Selecting the sent date takes you to the Captivated conversation where the form originated.

Forms & Customer Opt-Ins

Forms can also be configured to collect customer consent for text messaging when appropriate.

The required opt-in language and process should be built into the form based on how your organization intends to communicate with the customer.

Simply submitting a form does not automatically mean a customer has consented to all types of text messaging. Your form must include the appropriate consent language for the messages you intend to send.

Best Practices

• Keep mobile forms as short as possible.
• Only ask customers for information you actually need.
• Pre-fill information you already have to reduce the amount of work required from the customer.
• Review pre-filled information for accuracy before sending.
• Clearly explain what the customer is being asked to complete, approve, or sign.
• Test new forms on a mobile device before sending them to customers.
• Be thoughtful about collecting sensitive information and use the appropriate method for the type of information you’re requesting.

Interested in Using Forms?

Captivated Forms are configured with assistance from our Professional Services team.

Contact Captivated Support using the in-app Support option or text [phone] and let us know you’re interested in Forms. We’ll help you determine the right setup for your workflow.