Form Responses & Outcomes
What happens after a client submits a form - viewing responses and how data lands in the CRM
Written By triploft
Last updated 8 days ago
Library › Forms › Responses & Outcomes
Viewing Submissions
Every form submission is stored under the Submissions tab of that form. The list shows each respondent's name, submission date, last opening date of the form, and status (Completed or Pending).
Click any row to open the full submission detail panel. This shows every field the client filled in, including trip details, contact information, custom question answers, and the e-signature, if one was collected.
At the bottom of each submission is a Forms submission details audit log, recording each event (e.g. E-Signature agreed, Form Submitted) with its exact timestamp and IP address.
Create New Contact
When a form is submitted by someone whose email is not already in the CRM, Triploft automatically creates a new contact record. The contact is tagged as a Traveller and populated with the details from the submission, i.e., name, email, phone, address, birthday, and any other fields included in the form.
Update Existing Contact
When a form is submitted, Triploft uses a combination of full name and email address as the unique identifier to match against existing contacts. If both the name and email match a contact already in the CRM, Triploft updates that record with any new or changed information from the form, such as phone number, address, birthday, or other fields. Neither name alone nor email alone is enough to trigger an update; both must match together for Triploft to recognise it as the same person and merge the data rather than create a new record.
Create a Trip
When a Trip Form is submitted, Triploft creates a new trip record linked to the respondent's contact. The trip is created in Draft status and populated with the trip title, number of days, and date preference (flexible or exact) as entered by the client.
The agent can then open the trip, review the details, and continue building it out like adding itinerary, pricing, and other information.
Duplicate Contact Creation Logic
Triploft matches on email address to determine whether to create a new contact or update an existing one. If the submitted email does not match any existing record, even if the name is identical, a new contact is created.
This means two contacts with the same name can exist if they have different email addresses, or if the existing record had no email at all.
