Workflow: Forms and Intake Submission ÔÇö Publish, Collect, and Verify

Workflow 2: Forms, Intake Submission, Publishing & Verification

This workflow describes the end-to-end process for building an intake form, configuring its submission behaviour, publishing it for client access, and verifying that submitted data flows correctly into CRM records. A correctly executed intake workflow eliminates manual data re-entry and ensures every submission is actionable from the moment it arrives.

Step-by-Step Workflow

1. Create a New Form: Navigate to Form Builder > New Form (or Intake Info > Create Intake Form). Give the form a clear, purpose-specific title (e.g. "New Patient Registration", "Service Request Form", "Consultation Booking Intake"). Add a short description that tells the submitter what information they need to have ready before starting.
2. Add Form Fields: Build the form field by field. At minimum include: Full Name (text), Email Address (email type with format validation), Phone Number (telephone type). Add service-specific fields as required. Mark all critical fields as Required so the form cannot be submitted without them.
3. Add Consent and Data Fields: Add a consent checkbox with clear GDPR/privacy policy language. For services requiring documents, add a file upload field — set accepted types (PDF, JPG, PNG) and a maximum file size.
4. Apply Validation Rules: For each field, apply the appropriate validation: email format check for email fields, minimum character counts for name fields, numeric-only for phone fields. Validation prevents junk or incomplete data from creating unworkable CRM records.
5. Configure Destination Mapping: Open the form's Mapping settings. Set the destination action: Create New Lead or Create New Client. For each form field, map it to the corresponding CRM field. Double-check the mapping for Name, Email, and Phone as these are the most critical for record creation and deduplication.
6. Configure Post-Submission Behaviour: Set the redirect or thank-you message the submitter sees after completing the form. For appointment-based services, consider redirecting to a booking page. For general enquiries, a thank-you message with expected response time is appropriate.
7. Publish the Form: Click Publish. Copy the generated public URL and embed code. Do not share these externally yet.
8. Run an Internal Test Submission: Complete the form yourself using realistic test data. After submitting, verify: the submission appears in the form responses view, a lead or client record was created in the CRM with all mapped fields populated correctly, and the post-submission page displays correctly. Correct any issues before proceeding.
9. Share the Form: Distribute the URL via email, SMS, or WhatsApp. Embed the code on your website's contact, services, or booking page. Ensure the URL in all shared communications is the correct published link.
10. Monitor Submissions and Verify Records: Review form submissions daily via Form Builder > Responses. For each new submission, confirm the corresponding CRM record was created, all fields are populated, and an owner has been assigned. Create a follow-up task for each new lead within 24 hours of submission.

Expected Outcomes

• Clients complete the intake form independently without needing to contact staff to provide information.
• Every valid submission creates a structured CRM record, ready for immediate follow-up by the assigned owner.
• Intake data quality is high because of applied validation — incomplete or invalid data is caught at the form level.
• Staff receive immediate notification of new submissions and can act within your defined SLA.

Common Errors

Related Articles

• Intake Forms: Build, Publish & QA (KB)
• Workflow 1: Lead Intake & Conversion
• Workflow 3: Appointment Booking
• Leads: Create, Follow Up & Convert