Setting Up Incomplete Forms Automation

This automation type allows you to configure automated messages (SMS, email) or tasks for your team to remind clients to complete forms. This feature is a great way to ensure you have all the necessary client information before their appointment.

Incomplete Forms Automation Overview

The Incomplete Forms automation type helps you effortlessly manage client forms. It automatically sends reminders to clients who haven’t completed their forms, saving your team time on manual follow-ups. By ensuring forms are completed on time, you can streamline client intake, improve data accuracy, and be better prepared for appointments.

Benefits of Incomplete Forms Automation:

Save time by automating follow-up on outstanding forms.
Improve efficiency by ensuring all client data is collected before the appointment.
Enhance client communication with timely and professional reminders.
Reduce administrative stress for your team.

Setting up Incomplete Forms Automation

Here's how to create automations to remind clients about incomplete forms.

Go to User Menu > Account Settings > Communication > Automations.
Click the '+ Add Automation' button at the top of the page.
Enter a descriptive name for your automation (e.g., "Incomplete Forms Reminder").
Select the Automation type as 'Incomplete Forms'.
Set the Conditions - they will determine when the automation is triggered. For the 'Incomplete Forms' automation, you can base the trigger on the client's next appointment date, the form's expiry date, or the date the form was created, and the client's status.
1. Days before next appointment: select the number of days.
  1. This option triggers the automation a specific number of days before a client's upcoming appointment. For example, setting it to '2' will send a reminder two days before the appointment, ensuring the form is completed in time
  2. This will only trigger for non-cancelled appointments, ie. Pending, Arrived, Confirmed, or Completed.
  3. If a client has multiple future-dated appointments (e.g. a series of recurring appointments) a reminder will be sent for each appointment until the form is completed, or expires or no future appointments are left.
2. Days before expiry: select the number of days.
  1. If your forms are configured with an expiry date, this condition allows you to send a reminder a specified number of days before the form link becomes invalid.
3. Days after form created: select the number of days.
  1. This condition triggers the automation based on the number of days that have passed since the form was initially created and assigned to a client. This is useful for following up on forms regardless of any future appointment date.
4. Client Status
  1. You can select multiple client statuses for the same automation. The status is pulled from the field on the client's profile.
Select Form Template(s): After selecting one of the time-based conditions above, you must also specify which form template(s) the automation applies to. The automation will only be triggered if a client has an incomplete form from one of the templates you select here.
1. You can select one or multiple form templates for a single automation, which means the automation will run if a client has an incomplete form for any of the selected templates.
Turn the 'Active' switch to 'On' to activate your automation.
Once you have configured all your actions, click 'Save' to create the automation.

Your new Incomplete Forms automation is now active and will automatically send reminders with links to incomplete forms or create tasks for your team members linked to clients with outstanding forms based on the conditions you’ve set. This ensures you’re always prepared for upcoming appointments without the need for manual follow-ups.

Important Notes About Communication Templates:

When creating communication templates to use with this automation actions, make sure to use the {IncompleteForm} dynamic merge field - it automatically inserts the direct link to a client’s outstanding form(s), but only when used inside an Incomplete Forms Automation.
• It pulls in the exact form links that match the automation’s conditions (e.g., template selected, form not completed, timing rules).
• It allows clients to open their pending form directly from the SMS or email they receive.
• It will not populate in any other type of automation or message, including manual emails or non–form-related automations.

If you preview a message and see the merge field appear blank, this is expected — the field only fills at the moment the Incomplete Forms Automation runs and only when there is a valid incomplete form for that client.
When you select an email or SMS template that includes a form link, Zanda will automatically create a draft form at the time of selection. This occurs even if you later change the communication template or do not use it when sending. This behaviour applies when sending files, forms, notes, or invoices via email, as well as when using the standard email or SMS options within a client profile. If you select a communication template and then change it, please ensure that any draft forms created in the process are deleted if not needed. This will help prevent incomplete form automations from being triggered unintentionally.

Sending All Automation Communications to Clients' Contacts

You can send automations communications, such as pre-appointment messages, follow-ups, invoices reminders, recalls and so on, directly to a client’s contact.

How It Works

Open the relevant client Profile > Contacts tab and select their connected contact, or add the contact who will be receiving their automation communication messages.
Each connected contact profile includes a Send all automation communication toggle. You’ll find this setting just below the Send reminders toggle in the connected contact’s settings. Turn this toggle on.
Save the changes. When this option is turned on, all automated messages that would normally go to the client will also be sent to that contact. This includes any automations triggered by reminders, invoices, recalls, or similar workflows.

Example

If a parent, guardian, or carer is listed as a contact and the Send all automation communication option is enabled, they will receive the same automated messages as the client.

💡 Tip: Before enabling this setting, make sure you have the contact’s consent to receive communications on behalf of the client. This helps maintain privacy and ensures compliance with communication and data protection standards.