Articles on: Forms & Assessments

How do my clients complete a Smart Form?

Smart Forms are sent to clients, using a combination of email and SMS, depending on which access code pathway you have decided to use.

A recipient will receive:

An email containing a link to the form, which opens the online portal where it can be completed
An optional access code delivered by either SMS or email, which must be entered into the online portal before the form can be opened

To complete a Smart Form, clients must click on the form link within the email.

If you have sent the form as a standalone Smart Form, as with a Direct Message, the link in the email will simply say "Click here": 

Note - the text on this email will be slightly different depending on what access code requirement you have used. For example, as above, if SMS codes are used, the email will let the recipient know to expect a code via SMS. If no access code is used, the email will look like this:

If you have embedded the link within an email sent from WriteUpp, like an appointment confirmation, the link will be the form name:

You can read more about the two pathways for sending Smart Forms here

In either case, once the link is clicked, if an access code is required, the SMS or email containing the code will be generated automatically and sent to the recipient, and the online portal will open. If the access code setting is set to 'none', the recipient will not receive an access code. Instead, they will be taken straight to the form when they click on the link.

If you have SMS or email codes selected and clients report that they have not received the code, please first of all confirm with them that they have clicked the link in the email and, if via SMS, that their mobile number is correct. If they report that they have and you had the correct number for them, please contact Team WriteUpp via live chat with the recipients email address and mobile number and we can take a look for you!

If a code is required, the recipient should then enter the six digit access code received into the 'Access Code' box and select Unlock.

The form will then open, displayed in an editable state ready to be completed.

If the form was sent as a standalone Smart Form, the cover message will display at the top of the screen.

If it was sent as a form link in an email, the form name will display here instead, as a cover message cannot be added via this pathway.

When completing forms with an access code, clients have approximately 60 minutes once the form is opened to complete the fields and save their information. After around 55 minutes, they will see this warning on screen:

Clicking on Continue will 'refresh' the session and allow another 60 minutes. If the client chooses Cancel, the online portal will time out after 60 minutes. If the form is saved after this timeout, the patient will be taken back to the screen to enter their access code and anything they entered will not have been saved.  

If the client leaves this message open for a period of time, perhaps if they are away from their device, and clicks on Continue after the session has already timed out, they will see a message to indicate this and will need to return to the access code screen and enter their information again:

When completing a Smart Form, a loss of internet connection will also cause the session to time out, and the above message to be displayed.

If the session times out, once clients are returned to the access code screen, they will see this displayed on screen:

Clients will be able to re-enter their access code and continue where they left off. An auto-save functionality is present when completing forms with access codes used, which will save the clients progress every 60 seconds. This ensures that most, if not all, of the information already entered should still be there once they go back into the form.

When completing forms if an access code has not been used, the session will not timeout after 60 minutes.

Important ⬇️
If a Smart Form is sent without an access code, then autosave will not be present for security reasons when the recipient is completing the form. This means that any progress the recipient makes will not be saved as they go, and information will not be retained between sessions to allow them to return to a form before submitting it. If they lose their internet signal, they will lose the information entered and have to start again.
For that reason, we recommend using either SMS or email access codes where possible when sending Smart Forms.

Once the information has been entered, the recipient must click Save at the bottom of the form and then confirm they are ready to submit it. This helps to prevent forms being submitted too early in error:

Once the information entered has been saved, the recipient will not be able to make any further changes to the form

Once the form has been saved, a confirmation message will appear on screen for them:

If a client does not see this screen after they click save, then their information has not been returned to you.  If the client is taken back to the page requesting their access code, they have either taken longer than 60 minutes to complete the form and did not opt to continue the session, or their internet connection was lost. They will need to use the link in their original email and the access code received to open the form again. Autosave should have picked up most, if not all, of the information previously entered, so they should be able to save and submit the form back to you (as long as an SMS or email access code was used!). If no access code was used, then they will have to enter all of the information again - for that reason we always recommend using email or SMS access codes where possible.

Updated on: 03/04/2024

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