Finding and managing form submissions

Use Form submissions to find a customer's answers, reply when needed, and keep track of unfinished inquiries. You can work across all forms or start with one form's responses.

Reading a submission and finishing its follow-up are separate actions. Opening an unread response marks it as read when you have permission to update submissions. An unfinished inquiry remains in Needs follow-up until you choose Mark done. Read and follow-up states are shared in the submissions workspace, so coordinate with teammates before clearing a queue.

Open your submissions

1. Open Forms in the admin area.
2. Choose View submissions at the top to see responses across forms, or use a form's View submissions action to start with that form selected.
3. Check the active view, form filter, and search before deciding which responses need attention.
4. Select a response to open its full details. Use Close submission to return to the list.

The workspace starts with Unread when there are unread responses. If there are none when it first loads, it opens Needs follow-up when work remains, or All when everything is done. Always check the selected view rather than assuming the first list contains every response.

You need access to Forms to view responses and permission to edit submissions to change their states. If controls are unavailable, see Why can’t I see or edit a feature?.

Find the right responses

The four views answer different questions:

• Unread: Which responses have not been marked as read? A response can be unread even if it is marked done.
• Needs follow-up: Which responses have not been marked done? Reading one does not remove it from this queue.
• Done: Which responses have been marked done? Use this view to review completed inquiries or reopen one.
• All: Which responses exist, regardless of read or follow-up state? Use this when you cannot find something in another view.

Search using Search names, emails, or responses…. Try a distinctive name, email address, or phrase from the answer. If a form filter is available, choose the intended form or All forms. Forms with the same title may have a (Contact) or (Custom) label to help distinguish them.

Sort by Newest first, Oldest first, Form A–Z, or Form Z–A. The list shows up to 25 responses per page; use its pagination controls to continue through the results. Changing a filter, search, view, or sort returns you to the first page.

The unread and follow-up counts reflect the current form and search. They describe different states, so do not add them together to count unique responses. A response can contribute to both counts. The selected view determines which matching responses appear in the list.

Read the complete submission

1. Open the response and check its form title, submission time, and available name or email address. A source page is shown when it was recorded.
2. Read the full set of saved questions and answers in the side panel. The short preview in the list may omit details you need for a reply.
3. Check any empty values carefully. An em dash means no value is available; checkbox answers are displayed as Yes or No.
4. Decide what follow-up is needed before changing its completion state.

Saved submissions preserve the questions and answers recorded at the time. Changing a form's questions later does not rewrite those past responses. If older entries lack a saved question label, a field name may appear instead.

Opening an unread response marks it as read if you can edit submissions. Viewing it with read-only access does not change that state. A seen/read indication means the response has been opened or marked read; it does not confirm that someone has replied or finished the work.

You can copy the admin address while a submission is open to direct an authorized teammate to that response. The address opens the response, but does not preserve your form filter, search, or selected view. It is an admin link, not a link to send to the customer.

Reply to an inquiry

1. Read the submission and confirm which email address the visitor provided.
2. Choose Reply by email from the response or its list-row action. This opens the email composer with the recipient and a subject based on the form title.
3. Check the recipient, sending address, and subject. Write your message and include any relevant context yourself; the form's answers are not automatically copied into the email body.
4. Review the message and deliberately send or schedule it. Return to the submission and choose Mark done only when the necessary follow-up is complete.

Opening the composer does not send an email or mark the submission done. Using the row's reply action also does not mark the response as read. See Writing and scheduling an email for sender selection, sending, scheduling, and checking the result.

Reply by email appears only when the submission has a recognized email address. If it is missing, open the full answers to check whether the visitor supplied another way to contact them. Do not assume every text field containing an address will become the response's reply address.

Update read and follow-up states

Use the row actions to Mark as read, Mark as unread, Mark done, or Reopen, according to the response's current state. The open side panel also provides Mark as unread for a read response, plus Mark done or Reopen.

Choose Mark done when no further action is needed. Choose Reopen if a completed inquiry needs attention again. These actions update follow-up state without changing whether the response is read. Similarly, marking a response unread does not reopen it.

Changes save when you use the action; there is no separate Save step. Check the result and any error message before moving on. If a response no longer matches the view after the list refreshes, find it in All, Done, or Needs follow-up as appropriate.

For a reliable daily routine, review Unread for new inquiries, then work through Needs follow-up for both new and previously read work. Marking everything read alone does not complete that second queue.

Update selected responses together

1. Set the intended form, search, view, and sort before selecting anything.
2. Select individual row checkboxes, or choose Select page to select the responses on the current page. This does not select results on other pages.
3. Check the selected count and choose Mark done, Mark as read, or Mark as unread from the selection controls.
4. Wait for the result, then review the updated list. Use Clear selection when you want to start again.

Changing page, form, search, view, or sort clears the selection. If you need to process another page, select its responses separately.

A batch may update some responses before another update fails. Read the result message: successfully saved changes remain saved. Review any responses still selected and retry the remaining work after resolving the error. A read-state update may report fewer changes than selected responses when some already had that state.

If you marked a response done by mistake, find it in Done or All and choose Reopen.

Mark all matching unread responses as read

The separate Mark N as read button has a wider scope than the selected-row actions. It marks all unread responses matching the current form and search, including results on other pages. The active Unread, Needs follow-up, Done, or All view does not narrow this action.

For example, choosing Mark N as read while viewing Done can also mark unfinished responses as read if they match the same form and search. Review that scope and the number before using it. Use row checkboxes instead when you want to limit the action to specific responses.

After a successful update, the confirmation reports how many responses changed. If it offers Undo, that action restores the responses changed by that operation to unread; it does not include new responses that arrived afterward. Undo is not available for every batch. You can also find specific responses in All and mark them unread manually.

This action changes read state only. It does not send replies or mark follow-up complete.

When something does not look right

A response seems to be missing. Choose All, clear the search, and select All forms if available. Check other pages and the sort order. Opening a response may already have marked it read, so it may no longer appear in Unread after refresh. Empty-state actions such as Show all responses or Clear search reset the filters; check the form selection afterward.

You see “No responses yet” or “No responses to this form yet.” Confirm you selected the form visitors actually use. Review Adding a form to your website to check the public link or embedded form and verify a submission reaches the intended form.

Responses could not be loaded. Choose Try again. If a refresh fails while existing rows remain visible, use Retry before continuing status updates. A loading error does not mean the submissions have been deleted.

A saved submission link is unavailable. Return to the list and search for the response. Check that you are signed in to the correct site and still have access. A stale link is not a reason to resubmit a customer's answers without checking first.

Read or completion controls are missing or disabled. Wait for a pending update to finish and resolve any refresh error. If the controls remain unavailable, ask your site administrator to check your submission editing access.

The reply action is missing or sending is unavailable. Check whether the response contains a recognized email address. Email access and a working sending address are also needed to send a reply; being able to manage a form does not by itself establish those settings.