Terminology: In Penbox’s technical documentation and API, forms are referred to as “requests.” In this user documentation, we’ll primarily use “form” since that’s more intuitive.
What is a Form?
Think of a form as a personalized questionnaire sent to a specific person. Each form:- Has a unique link that only works for that specific recipient
- Can be secured with passwords or one-time codes
- Tracks its own status (pending, completed, etc.)
- Stores the response data when submitted
- Can expire after a certain time period
- Triggers automations when completed
When to Use Forms
Forms are ideal for collecting information from external parties:Customer Onboarding
Collect customer information, documents, and agreements
Document Requests
Request specific documents from clients or partners
Data Collection
Gather structured data for compliance, verification, or analysis
Applications
Process applications, registrations, or submissions
Surveys & Feedback
Collect feedback, surveys, or satisfaction ratings
KYC/AML
Gather Know Your Customer and compliance information
Form Reference Numbers
Each form is automatically assigned a unique 6-character alphanumeric reference (e.g.,A4K7X9) for easy identification and tracking.
Reference numbers are used for:
- Quick lookup and search
- Customer support
- Email communications
- Tracking conversations
- Audit trails
How Forms Work
Creating Forms
Forms can be created from Form Presets:- Select the Form Preset to use
- Enter contact information (email, name, phone)
- Optionally pre-fill data
- Set expiration date (if needed)
- Form is created and ready to send
Sending Forms
When you send a form, the contact receives:-
Invitation email (if configured)
- Link to the form
- Instructions
- Your branding
- Deadline (if applicable)
-
Unique access link
- Can be shared separately
- Works on any device
- Can use custom domains
Contact Experience
- Contact clicks the form link
- Security check (if configured): OTP, password, or auto-access
- Welcome page with instructions
- Fill out form steps
- Review page to check answers
- Submit or decline
- Confirmation page
After Submission
When a contact submits a form:- Response is stored
- Automations are triggered
- Team notifications are sent
- Status changes to “completed”
- Confirmation sent to contact
Form Components
Every form consists of:Portal Pages
- Welcome Page: Introduction and instructions
- Form Steps: The actual form with fields
- Review Page: Review before submission
- Ending Page: Thank you and next steps
Security
- Access control: OTP email, OTP SMS, password, or open
- Expiration: Optional deadline for completion
- Link security: Unique, non-guessable URLs
Notifications
- Invitations: Initial email to start the form
- Reminders: Automated reminders if not completed
- Confirmations: Confirmation when submitted
Data
- Pre-filled data: Information you already know
- Response data: Information collected from contact
- Attachments: Files uploaded by contact
- Metadata: Tracking information and timestamps
Best Practices
Use appropriate security
Use appropriate security
Match security level to data sensitivity. Use OTP for sensitive information, auto-access for surveys.
Set reasonable expiration
Set reasonable expiration
Give contacts enough time to complete forms. Typical: 7-14 days for standard requests, 48 hours for urgent ones.
Pre-fill known information
Pre-fill known information
Always pre-fill data you already have. This respects the contact’s time and improves completion rates.
Configure reminders
Configure reminders
Automated reminders significantly improve completion rates. Set 2-3 reminders before expiration.
Test before sending
Test before sending
Always test forms before sending to contacts. Click through the entire process to ensure it works smoothly.
Respond quickly
Respond quickly
Contacts expect acknowledgment when they submit forms. Configure automated confirmation emails.
Forms vs. Cases
Understanding the relationship:| Aspect | Forms | Cases |
|---|---|---|
| Purpose | Collect data from external contacts | Track internal work and processes |
| Who uses | Customers, clients, partners | Your team |
| Lifespan | Short (minutes to weeks) | Long (days to months) |
| Creation | From Form Presets | From Case Templates |
| Relationship | Can create or update cases | Can trigger forms |
- Forms collect data that flows into cases
- Case workflows can automatically send forms
- Form submissions can create new cases
- Case updates can trigger new forms