📝 Overview
This article explains where to find a client's forms, on the appointment or their profile, and what each of the five statuses (Not sent, Awaiting, Completed, Lapsed, Expired) actually mean. It also covers how form timing affects legal validity, including when a form lapses and how to pull up a completed form's full answers and signature ID.
💡 Before You Start
You'll need View only permission or higher to see forms and statuses. Click the link below to learn more.
📍 Where to Find Forms
On the appointment — only the forms tied to that specific booking.
On the client's profile — their full forms history in one place, with a link back to the relevant appointment.
🔧 Understanding Form Statuses
Every form shows one of five statuses:
Status | What it means |
Not sent | The form was created for the appointment but couldn't be texted. Hover the status for the exact reason — no mobile number, client opted out of SMS, out of SMS credits, delivery failed, or couldn't reach the number. Fix per the reason (add a number, top up credits, or retry) or hand them a tablet with Fill in store. (Automated appointment forms only.) |
Awaiting | Sent, not completed yet. Nothing to worry about on its own — just still out there. |
Completed | The client's filled it in, signed it, and it's saved to their profile. |
Lapsed | The client can no longer complete this form because its link is no longer active. If the link expires before the SMS is due to send, we won't send the message. If you still need answers, send a new form. |
Expired | The form was completed, but the answers have gone past your salon's "valid for" window (e.g. allergy forms set to refresh every 6 months). Old answers stay on file; the client needs a fresh one before their next visit. |
⚠️ Important Note: If an appointment has started and its form is still Awaiting, you'll see a small amber flag. Forms can lose legal validity if completed after the appointment start time — so where possible, move the appointment rather than proceed without it.
Timing for when a form lapses depends on how it was sent:
Automated "before appointment" forms can be completed right up until the end of the appointment day — after that, they lapse. For stronger evidence if something goes wrong, we recommend getting these completed well before the appointment starts, not right up against the deadline.
Manually sent forms and "after appointment" forms have a longer window — they can be completed up to a week after they're sent before they lapse.
👁️ How to View a Completed Form
Click View form on any completed form to see exactly what the client saw and signed — their answers, the consent text, and a unique Signature ID for your records. From here you can also print it.
❓ Frequently Asked Questions
Find answers to common questions or additional details that may not be covered in the main instructions.
Why is a form showing as "Lapsed"?
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Click the arrow to view the answer
It means the client never completed the form and the link no longer works. The usual reasons:
The appointment came and went and a before-appointment form was never filled in.
A manual or aftercare form sat too long (not completed within about a week).
You sent the form again, so the earlier attempt lapses.
The appointment was cancelled, deleted, or a no-show.
You moved the appointment to an earlier date that has already passed.
A lapsed form can't be filled in store — for a manual form, use Send again to issue a fresh link.
Can I tell whether a form was completed in the salon or via the SMS link?
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Click the arrow to view the answer
Yes. The completed form shows whether it was completed in salon or via the SMS link.
Do the forms I send appear in the client's SMS log?
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Click the arrow to view the answer
Yes. Sent forms appear in the client's SMS log, including forms sent manually with no appointment.
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If you have further questions that haven't been answered in this article, reach out to us on Live Chat via the chat bubble in the bottom right corner!