A web form lets you collect information from a customer online instead of asking them to return a paper form or reply by email. The customer receives a link, completes the form in the Customer Portal, and submits the answers back to Kolleno.
Each form is based on your existing form structure, including its pages, sections, questions, and brand color.
Forms are configured by Kolleno. To request a form, send your Customer Success Manager the form you use today or a list of the questions, and explain what should happen with the answers.
What your customer sees
The customer receives an email built from one of your email templates. The link opens the form in the Customer Portal without requiring a login, on a computer or mobile device. After submitting, the customer sees a confirmation with a read-back of their answers and can reopen the link to correct them.
Email:
Form page:
Submitted form:
When the form is sent, how customers are reminded?
Sending is automatic. The form is tied to a stage on the customer's record in your accounting or ERP system Prospect, for example. Every hour, Kolleno looks for customers who are now at that stage and emails them the form.
Each customer is sent a given form once, however many times their stage changes.
A customer who has already filled the form in is never sent it again.
A customer with no email address on file is skipped and tried again the next hour.
The form can be limited to part of your customer base, such as one subsidiary.
What happens to the answers
The outcome depends on how the form was configured:
Customer fields: Answers update fields on the customer record.
Submission record: Answers are stored as a timestamped submission so your team can keep a history.
Your Customer Success Manager confirms which option applies to your form.
NetSuite. Answers are written to fields on the customer's record in NetSuite, bank details included. The customer has to be synced from NetSuite for this to work.
PDF. A document reproducing your own form, with the answers in place, is saved to the customer's Files tab as <Form name> - <Customer name> - <date>. It is for your team; the customer is not sent it.
E-signature. The PDF is sent for signature to the person named in the form the signatory's name and email come from the answers and the request, its status and the signed copy appear in the Files tab exactly as for a document you send by hand. See Sending a document for e-signature.
On the customer's timeline, the invitation shows as a sent email with its delivery status, and each submission shows as a note naming the form. The answers themselves never appear on the timeline.
Sensitive answers
Questions such as account number and sort code are marked sensitive when the form is set up. A sensitive answer is:
stored encrypted,
shown masked to the last four characters on the confirmation page and wherever Kolleno previews the answers,
printed in full in the PDF, since that is the document your team works from,
allowed into NetSuite, but never into custom fields or contacts.
Reminders and corrections
If the form is part of a workflow, Kolleno can send reminders to customers who have not submitted it. A customer can reopen the original link to correct or resubmit their answers.
Answers are retained in the browser while the form is open, so refreshing the page does not remove them. Closing the browser tab removes any unsaved answers.
Supported field types
Text: Single-line or multi-line responses.
Email: Validated email address.
Phone: At least six digits.
Date: Calendar picker.
Amount: Up to two decimal places. Thousands separators are accepted; a European decimal comma is not accepted.
Select: A predefined option list.
Checkbox: Confirmation or acceptance.
Signature: Drawn or typed signature when the form is configured for e-signature.