When a customer rings up stuck on a form, it helps to know exactly what's on their screen. This walks through the whole thing from their side.
The short version: they tap a link in an email, confirm one detail to prove it's them, answer the questions, sign, and submit. No app, no account, no password.
1. The link
The link arrives in their booking confirmation email, and again in their reminder — or on its own if you sent the form by hand. It opens in whatever browser they use, on a phone, tablet or computer.
Your business name and logo are at the top, so it looks like you rather than like us.
👀 Links don't last forever. A form sent for a booking stops working at the end of the day after the appointment, and moving or cancelling a booking replaces or ends the link. If they're looking at an old email, nothing will happen — resend it from their Forms tab.
2. "Before you start, please confirm it's you"
The first screen greets them by first name and asks for one detail you already hold: their surname or their date of birth. If you hold both, they can choose which to give. Then they tap Continue.
It's there because a link in an email can be forwarded, left open on a shared phone, or sent to the wrong address — and what's behind it is their medical history.
👀 "It says my details don't match." It's checking against what's on their record in your Hub, so a married name, a nickname, a typo or a missing date of birth will all fail. Open their customer profile and check what you actually hold — if the record is wrong, fix it and they can try again. If you can't resolve it, open the form with them in person instead.
There's also a line telling them their answers are shared only with your business, which heads off the usual "who else sees this?" question.
3. Filling it in
They see your introduction, then your sections and questions in order. A few things are worth knowing:
Their details are already filled in. Any question drawn from their customer record arrives pre-filled, marked from your record — correct it here if it has changed. Anything they correct is written back to their record when they submit, so you don't have to retype it.
Required questions must be answered before they can submit, and anything missed is highlighted.
Yes/No questions open a details box when the answer is yes, if you set them up that way.
Photos are taken there and then. An image question offers take or choose a photo, so they can use the camera.
Answers save as they go. They can close the page, get interrupted, and come back to the same link later without losing anything. If they go offline, answers are held on their device until the signal returns.
👀 If they leave it a long time, they'll be asked to confirm their surname or date of birth again before carrying on. Their answers are still there.
4. Signing
A signature question gives them two ways to sign: draw it with a finger, or type their name. Both count, and whichever they choose is recorded with their name and the time.
If the form asks for a parent or guardian signature, it's labelled as such, so whoever is signing knows it isn't meant to be them.
5. Submitting
They submit, and that's them done.
Behind the scenes it may not be finished: if your form needs a practitioner signature, it waits for someone on your team to countersign before it counts as complete. From the customer's point of view there's nothing more to do, and nothing more they'll be chased for.
The four calls you'll actually get
❓ "I can't find the form."
It's in their booking confirmation and their reminder — worth asking them to check junk. Quicker: open their profile, Forms tab, and Resend by email or Copy link and text it to them.
❓ "The link doesn't work."
The booking was moved or cancelled, the appointment has passed, or they're on an old email. Resend it, or do it in person when they arrive.
❓ "It won't accept my surname."
Check their customer record — it's comparing against what you hold, not what's on their ID.
❓ "I filled it in, but you're still asking."
Check their Forms tab. If it still says Not completed, they probably didn't reach the end and submit — their answers will still be saved, so resend the link and they can finish it. If it's waiting on a countersignature, that one's on your team, not them.