ServiceFlow Pro Docs
Customers & CRM

Customer Forms

Elijah Johnson · Published · Updated · 5 min read
Customer Forms is the workflow at /settings/customer-forms. Customer Forms under Settings to Customer Forms (/settings/customer-forms) let admins define fields, publish forms, and copy portal links. Submissions attach to customer records according to your form configuration. An admin opens Settings to Customer Forms, clicks New Form.
Create and edit forms with custom fields (text, textarea, number, date, email, phone, dropdown, checkbox). Reorder fields and set required flags. Copy a portal link to the clipboard, optionally pre-filling email or phone query parameters. Delete forms you no longer use. Publish forms for customer self-service completion outside the staff app. Admin role for Settings to Customer Forms. Customer portal deployed and reachable (production: https://customer.serviceflow-pro.com; local dev uses port 3002). Valid form token in the link, generated when the form is saved. Click Add Field for each question; set label, type, required, and dropdown options where needed. On the forms list, click Copy Link (link icon) for the form. Optionally enter email and/or phone to pre-fill the customer portal URL. Click Copy Link in the modal, or Skip to copy the base URL without parameters.

Overview

Customer Forms under Settings → Customer Forms (/settings/customer-forms) let admins define fields, publish forms, and copy portal links. Submissions attach to customer records according to your form configuration.

How to access

AreaMenu pathRoute
Form listSettings → Customer Forms/settings/customer-forms
Create formNew Form/settings/customer-forms/new
Edit formRow action/settings/customer-forms/:id
Public form (customer)Link from copy actionCustomer portal /forms/{token}
Requires admin access to Settings.

How do you create and edit forms with custom fields (text, textarea, number, date, email, phone, dropdown, checkbox)?

Create and edit forms with custom fields (text, textarea, number, date, email, phone, dropdown, checkbox).
  • Create and edit forms with custom fields (text, textarea, number, date, email, phone, dropdown, checkbox).
  • Reorder fields and set required flags.
  • Copy a portal link to the clipboard, optionally pre-filling email or phone query parameters.
  • Delete forms you no longer use.
  • Publish forms for customer self-service completion outside the staff app.

Prerequisites

  • Admin role for Settings → Customer Forms.
  • Customer portal deployed and reachable (production: https://customer.serviceflow-pro.com; local dev uses port 3002).
  • Valid form token in the link — generated when the form is saved.

Step-by-step

Create a form

  1. Go to Settings → Customer Forms.
  2. Click New Form → /settings/customer-forms/new.
  3. Enter name and optional description.
  4. Click Add Field for each question; set label, type, required, and dropdown options where needed.
  5. Save the form.

Share a form link

  1. On the forms list, click Copy Link (link icon) for the form.
  2. Optionally enter email and/or phone to pre-fill the customer portal URL.
  3. Click Copy Link in the modal — or Skip to copy the base URL without parameters.
  4. Send the link to the customer by email or SMS.
Example shape:
https://customer.serviceflow-pro.com/forms/{formToken}?email=customer@example.com

Edit or retire a form

  1. Open the form from the list → Edit.
  2. Adjust fields and save.
  3. To remove, use Delete on the list (confirm in the dialog).

Example: a maintenance questionnaire sent before the visit

An admin opens Settings → Customer Forms, clicks New Form, and names it "Pre-visit access notes." Fields are a required textarea for gate codes, a phone field, a date for the preferred day, and a dropdown for pets on the property. Dropdown options are typed on that field. Checkbox fields are yes/no. Required fields block submit in the portal until they are filled. Field types are text, textarea, number, date, email, phone, dropdown, and checkbox. There is no branching that shows question three only when question two is yes, beyond what the builder already exposes.
Copy Link can attach email or phone query parameters so the portal opens with those values filled in. Skip copies the base URL only. The link looks like https://customer.serviceflow-pro.com/forms/{formToken}. The token is created when the form is saved. A link with a wrong or deleted token does not open the form. Local development uses the portal on port 3002; production uses the customer portal host your deploy actually serves. If the copied host is wrong, fix the environment base URL rather than editing the token by hand.
Submissions land on the customer record according to the form configuration. They do not create a job and they do not replace Intake Flows, which staff run inside the main app at /intake. They also do not replace Service Forms on a job or invoice. Those are staff certificates and checklists. A customer form is something the customer completes from a link you text or email.
Editing a published form changes the questions on the same token. Customers who already have the old link see the updated fields. Deleting the form confirms in a dialog and retires that link. Someone who is not an admin cannot open Settings → Customer Forms. The customer never needs a staff login; they only need the portal link.

Current limitations

  • Forms are customer-portal experiences; they are separate from staff Intake Flows at /intake and from staff Service Forms on jobs and invoices.
  • Link copy uses environment-based portal base URLs — confirm production hostname with your deploy admin.
  • Field validation follows configured types; conditional logic between fields is limited to what the builder exposes today.

Edge cases when the link is already in a text thread

Reordering fields changes the portal form immediately for anyone with the link. It does not change answers already submitted. Required flags added later block new submissions and do not erase old ones. Deleting a dropdown option does not rewrite past submissions that picked it.
Pre-filling email or phone does not log the customer into the portal and does not prove identity. It only fills those inputs. If two households share a phone, confirm the name on the submission before you attach it to a customer record. Copy Link uses the portal base URL from the environment. A staging host in a production text is a bad link. Check the hostname before you send a batch.
Customer forms do not schedule a technician and do not charge a card. If the answer says "come Tuesday," someone still creates the job. If you need a signature certificate on site, that is a service form on the job, after the visit exists.

Related features

  • Intake Flows — staff-guided intake vs customer self-service forms
  • Service Forms — staff certificates and checklists on jobs/invoices (not portal links)
  • Customer Management — where submission data lands
  • Customer portal settings under Settings → Customer Portal