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When a customer fills in a form and sends it, their answers reach you in two places.

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In the conversation

The answers appear in the customer’s conversation as a message: the form’s name, then one line for each answer. Whoever is handling that chat sees them there.

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On the template’s page

Owners and admins only.
Every submission for a form is listed together on its template.
1

Open the template

Go to Templates and select the form’s template.
2

Open it in the builder

Choose Open in the builder. For a draft or a rejected template the button reads Edit in the builder or Edit and resubmit.
3

Scroll to Form submissions

The Form submissions list is below the builder. It shows the customer, their answers and when they sent the form, newest first.
Select a customer’s name to open their conversation. The list shows the newest 200 submissions. To see more, export them.

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Export submissions

1

Open the Form submissions list

Follow the steps above.
2

Export

Choose Export CSV. A file downloads, named after the template.
The file has one row for each submission: when it was sent, the customer’s name and phone number, then a column for each question. It holds up to the newest 5,000 submissions. If you changed the questions between submissions, the file has a column for every question that was ever answered. A row is blank where that customer was not asked. Each export is recorded in the audit log.

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Good to know

  • A duplicated template has a new form. Its submissions are listed under the copy, not the original.
  • The list lives on the template’s page. Export the submissions before you delete a form template.