--- title: "Requesting forms and tracking responses" description: "Send a form to a customer, follow their progress from Requested to Complete, remind the ones who stall, and fill forms in on their behalf." lastModified: "2026-08-27" lang: "en" wordCount: 1671 url: https://qualyhq.com/training/forms/requesting-forms-and-tracking-responses --- ## Site navigation - [For schools](/international-education/for-schools.md) — For international education schools - [For agents](/international-education/for-education-agents.md) — For international education agents - [Explore](/training.md) — Watch videos on how to use Qualy - [About](/about.md) — Learn about Qualy's mission and values - [Pricing](/pricing) - [5-min demo](/demo.md) - [Login](https://dashboard.qualyhq.com) # Requesting forms and tracking responses > Send a form to a customer, watch the answers arrive, and chase the ones who stall. ## At a glance - **Intended for:** Admins - **Available in:** All plans - **Reading time:** 5 minutes - **Last updated:** 12th August 2026 ## Quick summary Everything runs through the Form responses page, under More in the main menu. 'Ask customer to fill up' sends one or more forms to one or more customers — each customer gets an email, and the form appears in their portal for them to fill in, auto-saving as they go. 'Fill up a form myself' creates the same response but opens it for you instead, with no email. Every response moves Requested → In progress → Complete, with a progress bar showing how far along it is. You can remind a customer who's stalled, fill in their form for them (both of you can work on the same response), and remove requests sent by mistake. Once a response is Complete it locks — the answers can't be changed or deleted. ## Overview Once a form exists, everything about getting it filled in happens on the **Form responses** page: sending requests, watching progress, chasing stragglers, and reading the answers. Each send creates a **response** — one per form, per customer — and every response moves through the same life: **Requested** when it's sent, **In progress** once someone starts typing, **Complete** when it's submitted. If you haven't built the form yet, start with [Creating and managing forms](/training/forms/creating-and-managing-forms.md). ## Where responses live **Form responses** sits under **More** in the main menu. ![The main menu with More open, showing Form responses among the options](/images/training/forms/requesting-forms-and-tracking-responses/01-form-responses-in-more-menu.png) The tabs split responses by status — **All**, **Requested**, **In progress**, **Complete**, **Archived** — and each row shows the customer, the form, and a progress bar with the share of questions answered. Search for a customer from the bar next to the heading, or use **Filter** for anything finer. ![The Form responses page with status tabs and responses showing progress bars](/images/training/forms/requesting-forms-and-tracking-responses/02-form-responses-page.png) You'll also find a customer's responses on their profile, under the **Forms** tab — and you can start a request from there, which pre-selects them. ## Sending a form request 1. Hit **'Ask customer to fill up'**. The **Request form** modal opens on the **Form** step. 2. Select the form — or several. Every form you select goes to every customer you pick next. ![The Request form modal on the Form step with Accommodation Request selected](/images/training/forms/requesting-forms-and-tracking-responses/03-request-form-choose-form.png) 3. Hit **'Next'** and pick the customer or customers. Search by name, or use **'Create new customer'** if they're not in Qualy yet. Once a customer is selected you can also attach documents to travel with the request. ![The Contact step of the Request form modal with a customer search showing matching customers](/images/training/forms/requesting-forms-and-tracking-responses/04-request-form-choose-contact.png) 4. Hit **'Send form request'**. Each customer gets an email a few minutes later pointing them to their portal, where the form now waits for them. The second button, **'Fill up a form myself'**, runs the same steps but ends differently: the response opens for you to fill in, and no email goes to the customer. Use it when you're capturing answers on a call, or when the "customer" filling the form is really you. ## What the customer sees The email takes the customer to their portal. Once they have at least one open request, a **Forms** section appears in their portal menu, listing each form with its description and their progress. Answers save automatically as they type — they can leave halfway and pick it up later from any device. When they reach the end and submit, the response flips to **Complete** and the person who requested it gets a **'Form completed'** notification. ## Following progress and chasing stragglers The progress bar is the honest signal: 0% on a Requested response means they haven't opened it; a bar stuck at the same number for a week means they stalled. Two tools for that: - **'Remind customer'**, in the response's row menu — sends the customer another email about the form. It's available while the response is Requested or In progress. - **Open the response and fill it in yourself.** Click the row: the form opens with an **'About this response'** panel showing the contact, who started it, and when it moved last. You and the customer can both write into the same response. ![A response open for filling in, with the About this response panel showing the contact and progress](/images/training/forms/requesting-forms-and-tracking-responses/05-fill-up-form-dashboard.png) For the across-the-board view — who out of this month's intake still hasn't finished — use **Exports**: the **Form responses** dataset has starter recipes for exactly that. See [Exports](/training/reports/exports.md). ## Completion, and what locks A response is **Complete** when whoever is filling it in reaches the end and submits — not when the last question is answered. Complete is final: answers can't be edited, and the response can't be removed. Requested and In progress responses can be removed from the row menu (**'Remove'**), which archives them and takes them out of the customer's portal. Check a response before completing it on the customer's behalf. Once it's Complete, neither of you can change an answer — the fix is a fresh request, not an edit. ## Frequently asked questions ### Does the customer get an email when I send a form request? Yes. Sending a request queues an email to the customer asking them to fill up the form — it goes out a few minutes after you hit 'Send form request'. If they lose it or sit on it, use 'Remind customer' in the response's row menu to send another. The email points them to their portal, where the form lives. ### Where does my customer actually see the form? In their customer portal. Once a customer has at least one open form request, a Forms item appears in their portal menu listing every form waiting on them with its progress. They'll need to sign in to the portal to fill it in — the email from the request takes them there. If a customer says they can't see any form, check the request is still active on your side: a removed request disappears from their portal too. ### Can I fill in the form for the customer? Yes, at any point. 'Fill up a form myself' creates a response and opens it for you straight away, with no email to the customer. And for a request you've already sent, open the response from the Form responses page and type into it directly — you and the customer can both work on the same response, which is handy when you're filling it together on a call. Each response records whether it was started by you or by the customer. ### Where do the answers go? Onto the response itself. Open any row on the Form responses page to see the answers given so far — you don't have to wait for the customer to finish. For answers across many customers in one table, use Exports: the Form responses dataset gives you one row per response, and the starter recipes 'Who has not finished their form?' and 'Which forms are done?' cover the two usual questions. ### The progress bar says 100% but the status is still In progress — why? Because progress and completion are different things. The bar measures the share of questions answered; the status flips to Complete only when the person filling it in reaches the end and submits. A customer who answered everything but never pressed the final button stays In progress — that's your cue to send a reminder, or open the response and complete it yourself if you have everything you need. ### Can I change or delete a response after it''s complete? No. The moment a response is Complete, it locks: the answers can't be edited by you or the customer, and 'Remove' won't archive it. That's deliberate — a completed form is a record of what the customer submitted. If something in a completed response is wrong, send a fresh request for the same form and treat the new response as the correct one. ### I sent a form to the wrong customer — how do I take it back? Use 'Remove' in the response's row menu. The request is archived: it drops out of the customer's portal, so they can no longer open or fill it. They may still have received the request email — a quick message to them saves confusion. Remove works on Requested and In progress responses; a Complete one can't be removed. ### Can I send several forms at once, or the same form to a whole group? Both, in one go. The request modal lets you select multiple forms and multiple customers — every customer you pick gets every form you picked, as separate responses. Sending the same enrolment pack to an intake of thirty students is one request, not thirty. ### Can I attach documents to a form request? Yes. When you've picked a customer in the request modal, an upload option appears — attach a file and it travels with the request. The customer sees attached documents alongside the form in their portal, in the Documents panel. Use it for anything they need to read or reference while filling the form in. ### Can a form charge the customer a fee? No — a form collects information, not money. If the thing being requested has a price (a re-assessment fee, an application fee), pair the form with a payment: create the payment in Qualy and send its payment link along with, or instead of, the form request. If the fee should be charged every time a customer goes through a flow, a service with a payment step plus an attached form models the whole thing. What forms don't do today is block completion until a payment clears. ### Do forms work with services and orders? Yes. A service step can carry forms, and requiring a form submission can be part of a step — so a customer moving through a service is asked for the right form at the right moment, without anyone sending it by hand. Responses created this way appear on the Form responses page like any other, and on the order item's Form responses tab. ## Prefer doing this via the Qualy API? Head over to our developer docs for everything you need—endpoints, examples, and simple how-tos. 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