# Send forms automatically and require them > Send a form to one client, set rules that send forms when clients book, are added or finish a visit, and remind clients about required forms. **Applies to:** Everyone except service providers Source: https://heylilo.co/help/forms/send-and-require-forms You can send a form to one client whenever you need to. Or add rules so Lilo sends a form for you when a client books, is added, or finishes a visit. Mark a form required, and Lilo reminds clients who haven't filled it in. A form has to be published before you can send it. See [Build forms](https://heylilo.co/help/forms/build-forms). ## Send a form to one client 1. Open the client from [**Clients**](https://app.heylilo.co/dashboard/clients). 2. Select **More**, then choose **Forms**. 3. Under **Pending**, select **Send Form**. 4. Choose the **Form**. 5. Select **Send Form**. You'll see **Form sent to client**. Lilo emails the client a link to the form. It shows under **Pending** until they submit it. In the Lilo app, go to **More** → **Forms**, tap the form, then tap **Send to Client**. Find the client, choose **Email**, then tap **Send Form**. ## Remind a client or take a form back On the client's **Forms** tab, point to a pending form and select **⋯**. Then choose: - **Send Reminder** to email the link again. Lilo only emails it if the form was first sent by email. - **Cancel Form** to take the form back. It happens right away with no confirmation. The client's link stops working. In the Lilo app, open the client, tap **More**, then **Forms**. Tap **Remind** on a pending form, then tap **Send via Email**. ## Send a form automatically **Applies to:** Everyone except service providers 1. Go to [**Operations** → **Forms**](https://app.heylilo.co/dashboard/forms). 2. Select the form's name. It opens in the builder. 3. Select **Settings**, then choose **Automations**. 4. Select **Add rule**. 5. Under **What triggers this automation?**, choose one: - **An appointment is booked**: for intake, consent and anything you need before a visit. - **A new client is added**: runs once per client, whether they book or not. - **An appointment is completed**: for feedback, aftercare and follow-ups. 6. Answer the questions that follow. Depending on your choice, Lilo asks which services and which bookings or visits should send it, and which client tags if you use them. 7. Under **How should it reach them?**, choose **Email**, **Client portal** or **In office**. 8. Under **When should it go out?**, choose right away or after a set time. 9. On **Does this read right?**, check the sentence. Select any answer to change it. 10. Select **Create rule**, then **Done**. The rule is on as soon as you create it. ## Make a form required **Applies to:** Everyone except service providers 1. Open the form's **Automations** page. 2. Turn on **Required for the appointment**. Lilo also asks **Is this form required for the visit?** when you add the form's first rule for booked appointments. Some templates start with **Required for the appointment** already on. Then Lilo doesn't ask. Forms sent after a visit can't be required. ## Pause, change or delete a rule **Applies to:** Everyone except service providers Each rule on the **Automations** page reads as a sentence. - To pause a rule, turn off **Active**. It shows **Paused**. - To change it, select its pencil icon. Select an answer, change it, then select **Save changes**. - To delete it, select its trash icon, then **Delete**. In the Lilo app, go to **More** → **Forms**, tap the form, then tap **Manage** next to **Automations**. ## How it works ### When rules send - **An appointment is booked** runs for bookings made in Lilo, by Lilo AI and online. For a [recurring series](https://heylilo.co/help/calendar/recurring-appointments), only the first visit sends it. Choose **Right after booking**, or 1, 2 or 3 days or 1 week before. Lilo sends it right away if the visit is sooner than that. - **A new client is added** runs when you add a client on the web or in the app, or a new client books online. Choose **Right away**, or 1 hour, 1 day, 3 days or 1 week later. - **An appointment is completed** runs when the appointment is marked complete. Choose **As soon as it ends**, or 1 hour, 2 hours, 1 day or 3 days later. - Right before sending, Lilo checks again. A booking's form doesn't go out if the appointment was cancelled or has already started. - Rules only run while the form is published. - All of a form's rules use the same kind of event. To switch, select **Change** on the first screen, then **Delete and start over**. That deletes the form's rules. ### Who gets it - **Only a client's first appointment with you** skips clients who've already had a visit. - **Only the first time a client books these services** skips clients who've booked them before. - **Only tagged clients** sends to clients with any of the tags you pick. - A client gets each form once per appointment, even when two rules match. A new-client form goes once per client. ### How it reaches clients - **Email**: Lilo emails a link. Clients don't need to sign in to fill it in. - **Client portal**: Lilo doesn't send anything. The form waits on the **Forms** page of your [client portal](https://heylilo.co/help/booking/client-portal) for the client to find when they sign in. - **In office**: Lilo doesn't send anything. There's no screen for filling in a form in person, so the form waits in the client portal. Clients only see their forms in the portal while **Forms** is on in [**Settings** → **Client Portal**](https://app.heylilo.co/dashboard/settings?tab=portal). Lilo doesn't email clients who have **Email notifications** off on their [profile](https://heylilo.co/help/clients/client-profile), or whose email address bounced. Their form still shows **Sent**. Clients with no email address can't be emailed a form at all. ### Reminders - For a required form, Lilo reminds clients about 24 hours and 2 hours before the appointment, until they complete it. One email covers every open form for that visit. - Reminders only go to clients who were emailed the form by a rule for booked appointments. Forms you send by hand aren't tied to a visit. - Lilo skips a reminder when the form went out less than about an hour before it. A form sent 1 day before gets only the 2-hour reminder. - Reminders stop if the appointment is cancelled. If it's rescheduled, they start over for the new time. - [Appointment reminders](https://heylilo.co/help/messages/automatic-client-messages) are separate. Their switches don't turn form reminders on or off. ## Common questions ### Why didn't a client get a form? Usually one of these: - The rule is paused, or the form is a draft or archived. - The booking or client didn't match the rule's services, bookings or tags. - The client can't get emails from you (see How it reaches clients). - Messages to your clients are paused while you switch to Lilo from another platform. See [Switch to Lilo](https://heylilo.co/help/getting-started/switch-to-lilo). - It's a recurring series, and this isn't the first visit. - The rule sends to the client portal or in office, so nothing was emailed. ### Why didn't a client get a reminder? The form isn't **Required for the appointment**, wasn't emailed by a rule for booked appointments, or went out too close to the reminder time. Clients who already submitted it don't get reminders. ### What happens to a form when the appointment is cancelled? If it hasn't gone out yet, Lilo doesn't send it. If it has, the client can still fill it in. Lilo stops reminding them. To take it back, select **Cancel Form** on their **Forms** tab. ### Does Required stop a client from booking? No. It only turns on reminders. Clients can book and be checked in whether or not they've filled in the form. ### Why can't I select Add rule? The form isn't published because it's a draft or archived. Publish it first.