User Guide | Linear Form Templates in Salesforce®

Automated Conversations, any way you’d like. Linear Form Templates are handy for collecting basic information quickly and seamlessly. Everyone receives the same series of questions regardless of their response

Use case examples

  • Secure Opt-In to Text Messages - create a keyword that people can text in so that you can ask for opt-in.
  • Feedback/Surveys - obtain feedback about an experience so that you can measure your impact.
  • Inquiry Forms -  obtain name, email, and any pertinent info for new or existing Contacts or Leads.
  • Inbound Lead and Contact Creation - display your keyword and number to generate new connections.
  • Text to Donate - donate to a cause via a link with a pre-populated form.
  • Appointment Confirmations - confirmations, rescheduling, or canceling.

Steps to create a Linear Form Template

 Everyone gets the same questions:

Blueprint your script 

For this example, we’re going to create a simple Appointment Intake Form for a Veterinary Hospital.


Create a Form Template 

  1. Go to the Form Templates tab and select "New."
  2. Name your Form Template and select Draft for the Status.
  3. Create an inbound keyword and put that in the Query String field  (This will be the word someone will text in to initiate the Form Template).

Creating a new Form Template

Create and number your questions

  1. Click the caret by Question Templates and click "New."

  2. Name the question, select the associated Form Template, and enter your Message Text.  Since this is the first question that will be sent when someone texts in the word PET, check the First Question checkbox.  Click "Save" & "New."

    USER TIP: Number your Question Template Names (1.0, 1.1, 2.0, etc) to easily organize the order.

  3. Repeat the step above for your second question, naming it appropriately, and inputting your Message Text.  Since this question is neither the first or last, do not check either checkbox for First Question or Form Complete.  Click "Save" & "New."

  4. Repeat step 3 for “What is your last name?” and “What brings you to the SMS Vet Clinic?”  Click "Save" & "New."
  5. Enter your last question by repeating step 3 and checking the Form Complete checkbox (as this is your final question for this Form Template).  Click "Save."

Order your questions

  1. In the Question Template section, click "View All, which brings you to your list of questions.

    A list of questions for a Form Template, yet to be ordered 
  2. Click on your first question, “1.0 - Intro”
  3. In the Default Next Question field, select the question that should come after your first question.  In this case, it’s “2.0 - First Name.”  Then, copy the Message Text of your first question.  (We’ll need this later.) Click "Save."

    Populating the Default Next Question field with the next Question to come
  4. Click on “2.0 - First Name,” to order your next question

    Ordering the next Question.
  5. In the Default Next Question field, select your next question, which will be “3.0 - Last Name.”  Click "Save."  Click on “3.0 - Last Name,” to order your next question.  Repeat Ordering the next Question.

  6. Repeat the steps needed to organize your questions.  On the last question, leave the Default Next Question field blank, as there are no further questions.  Then, click on the name of your Form Template, “Pet Intake Form.”

    Leaving the Default Next Question field blank for the last Question

  7. In the Question Template section, click "View All."

  8. Notice your populated Default Next Questions.  Double-check that the order of your questions is accurate, and that the First Question checkbox is checked appropriately, as is the Form Complete checkbox.

    An ordered list of Questions in a Form Template

  9. Go back to the previous screen and set the Status of your Form Template to "Active."  Click "Save."

  10. Setting the Status of the Form Template to Active

Create an SMS template 

  1. Click the "SMS Template" tab.

    The SMS Template tab

  2. Click "New."
  3. Name the SMS Template the same title as your Form Template, and paste the Message Text from your first question into the Text field.  The Text field must contain the EXACT text from your first question in order to work.  Leave the Region field blank, and attach the proper Form Template in the Form Template field.  If you cannot locate your Form Template in the SMS Template lookup field, be sure that your Form Template is Active.  Click "Save."

    Creating an SMS Template to attach to a Form Template

Test and Contextualize 

  1. Using your personal cell phone or messaging service, text in the word PET (or your chosen Query String) to one of your Gateways (phone numbers).  As you answer each question, you should be taken to the next as you’ve ordered it.

    Testing a Form Template with a cell phone.
  2. Check to see that your responses are properly stored in the Forms object.  Navigate back to the Form Template tab, and select the Form Template you’ve just tested.  Notice that there’s now a record stored in the Forms object and that the Status reads "Complete."  If the status reads ‘Active,’ that means that someone started answering the questions, but didn’t make it all the way to the last question (the question for which you checked the Form Complete checkbox).

     A newly-created Form as stored on the Form Template object

  3. Click on the Form Number (starts with ‘FN’), and click "View All" in the Question Response object.

    The Form record 
  4. Here, you’ll find the responses to the questions asked in the Form Template you just tested.

    Question Responses in the Form record.

  5. Navigate to your own Contact record.  You’ll see that your Form Template conversation is with the SMS Site Guest User in Conversation View.  The SMS Site Guest User is used for Form Template conversations and displays as such so that your users can visually discern from an automated text versus one with a user.
  6. Click the "Related" tab.  You’ll see your newly-created Form record in the Forms Related List:

NOTE:  In this example, we’ve intended that people will text in a keyword (Query String) to initiate the Form Template.  Not all Form Template instances will be based on an inbound keyword.  Since all Form Templates must be connected to an SMS Template, you can easily initiate the Form Template by attaching it in Conversation View or via a bulk message via the Bulk SMS tab.



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