Building the fields
The Fields card lists what the form asks. Before your fields, the form always asks for an email address, and for a name and a subject if you turn those on (see Settings). The Live preview next to it shows the form with the unit's branding; switch EN, NO, SV and DA to see each language.
Add field offers these types:
| Type | What the requester sees |
|---|---|
| Short text | One line. Up to 300 characters unless you set a Maximum length. |
| Long text | Several lines. Up to 10,000 characters unless you set a Maximum length. |
| An address, checked for the right shape. | |
| Number | A number, with an optional Minimum and Maximum. |
| Date | A date picker. |
| Dropdown | Pick one of the options. |
| Checkboxes | Pick any of the options. |
| Checkbox | Yes or no, such as "I accept the terms". |
| Info text | A note between the questions, not a question. |
| Service | With Service Configuration on: pick one of your services. See The service field. |
There is no file field: requesters attach files on their case page after sending. Older forms may still have a File upload field; it shows nothing on the form and can stay or be removed.
Click a field to open it:
| Setting | What it is |
|---|---|
| Question | The label, per language (Text for info text). English is used where a language has no text, so fill in English first. A dot on a language tab means it has text. |
| Help text | An optional hint under the field. |
| Type | Change it later if you need to. |
| Key | The name of the answer in the API, webhooks and automations. Lowercase letters, digits and _, starting with a letter, unique within the form. It's made from the question when you add the field. |
| Required | The form can't be sent without an answer. |
| Options (dropdowns and checkboxes) | A label and a value for each. The value is what the API, webhooks and rules see. Add option adds one. Option labels have language tabs like the question; a language without a label shows the English one. |
The buttons on each row move a field up or down, duplicate it, or remove it. A form has at most 50 fields.
[!WARNING] Change a field's Key before the form is in use: integrations and rules refer to it.
Conditions
Under Condition a field can depend on the answer to a field above it. It's None: always shown by default.
| Condition | What it does |
|---|---|
| Show this field only when | The field stays hidden until the condition holds. Hidden fields are never required, and an answer sent for a hidden field is dropped, also when it comes through the API. |
| Make this field required when | The field is always shown, and becomes required when the condition holds. Its Required switch is off then; the asterisk appears on the form as soon as the condition holds. |
The condition is the earlier field, an operator and, for most operators, a value:
| Earlier field | Operators |
|---|---|
| Short text, long text, email | is, is not, contains, does not contain, is empty, is not empty |
| Dropdown | is, is not (an option), is empty, is not empty |
| Checkboxes | includes, does not include (an option), is empty, is not empty |
| Number, date | is, is not, is empty, is not empty |
| Checkbox | is checked or not checked (a box left unticked counts as not checked) |
Comparisons ignore upper and lower case. In the field list, a field with a condition is marked Conditional or Required if….
The service field
With the Service Configuration plugin on, Add field also offers Service: the contact picks the service their request is about, from a list they can search, on a website and on a portal alike.
- Only their account's (on by default): the contact sees only the services their account uses. They must be signed in on the portal for that, so on an embedded or hosted form where nobody is signed in, the field is left out. In server mode, the account is that of the contact your backend names.
- Turned off, any service can be picked. Use that for internal forms, such as a form your own staff use for many accounts.
Either way, only live and retiring services that are Visible to accounts are offered (see services), of the types chosen under Settings → Service Configuration → Forms: business services only, until you add technical ones.
The case gets the picked service before automations run, so its service level and routing follow the service. The form answers on the case show the service's name.