How to build a customer journey with forms

Transform your QR codes from simple redirects into complete customer journeys. By adding forms before the final destination, you can collect valuable data, understand your audience, and create personalized experiences, all within a seamless workflow.

Quick summary

• Build multi-step customer journeys using form steps before redirecting visitors
• Choose from 10 different field types: text, email, phone, textarea, radio, checkbox, select, number, date, and rating
• Collect emails for marketing, gather NPS scores, run surveys, or gate content behind registration
• Configure skip options and auto-skip for returning visitors
• Combine forms with other workflow steps like password protection and conditional routing

Why add forms to your customer journey?

A QR code that simply redirects misses an opportunity. Every scan represents someone interested in what you offer. By inserting a form step before the redirect, you can:

• Capture leads: Collect email addresses and phone numbers for future marketing
• Measure satisfaction: Use rating fields to gather NPS scores and feedback
• Qualify visitors: Ask questions that help you understand who's scanning
• Gate valuable content: Require registration before accessing exclusive materials
• Personalize experiences: Collect preferences to route visitors appropriately

Creating a customer journey with a form

Step 1: Access the workflow editor

1. Go to your links dashboard
2. Click on an existing QR code or create a new one
3. Open the workflow editor

Step 2: Insert a form step

Click the connector between the QR code scan step and the redirect step. Select Form from the step menu. Your form step is now part of the customer journey, visitors must complete it before reaching the destination.

Step 3: Configure your form fields

Add the fields you need for your use case. Each field can be marked as required or optional, and you can customize labels, placeholders, and help text.

Available form field types

Linkbreakers offers 10 different field types to build any kind of form:

Field Type	Description	Best For
Text	Single-line text input	Names, short answers, custom identifiers
Email	Email input with automatic format validation	Lead capture, newsletter signups, contact forms
Phone	Phone number input with formatting	Sales leads, appointment booking, SMS marketing
Textarea	Multi-line text input	Feedback, comments, detailed responses
Radio	Single selection from visible options	Yes/no questions, small option sets (2-4 choices)
Checkbox	Multiple selection from options	Preferences, multi-select surveys, consent checkboxes
Select	Dropdown single selection	Large option sets (5+ choices), category selection
Number	Numeric input only	Quantities, ages, scores, budget ranges
Date	Date picker interface	Appointments, birthdays, event registration
Rating	Star or numeric rating scale	NPS surveys, satisfaction scores, product reviews

Common customer journey patterns

Email collection before content access

Scenario: You have exclusive content (PDF, video, discount code) and want to build your email list.

Journey flow:

1. Scan QR code
2. Form: Email address (required), Name (optional)
3. Redirect to exclusive content

Form configuration:

• Title: "Get Instant Access"
• Description: "Enter your email to unlock exclusive content"
• Submit button: "Access Now"

NPS rating after purchase

Scenario: Collect customer satisfaction scores at the point of experience.

Journey flow:

1. Scan QR code (on receipt, packaging, or table tent)
2. Form: Rating 0-10 (required), "What could we improve?" textarea (optional)
3. Redirect to thank you page or loyalty program

Form configuration:

• Title: "How Did We Do?"
• Description: "Rate your experience from 0-10"
• Submit button: "Submit Feedback"

Event registration

Scenario: Register attendees and collect preferences before an event.

Journey flow:

1. Scan QR code on event invitation
2. Form: Name (required), Email (required), Dietary preferences (checkbox), Session preferences (select)
3. Redirect to event details or calendar invite

Product survey with segmentation

Scenario: Gather product feedback and segment respondents for follow-up.

Journey flow:

1. Scan QR code on product packaging
2. Form: Which product did you purchase? (select), Satisfaction rating (rating), Would you recommend us? (radio), Comments (textarea)
3. Conditional redirect based on satisfaction score

Advanced form options

Skip functionality

Not every form needs to block the visitor. Enable Skip Form to let visitors bypass the form and continue to the destination. This is ideal when:

• Information is helpful but not essential
• You want to reduce friction for privacy-conscious visitors
• The form is optional feedback rather than required registration

You can customize the skip button text (default: "Skip for now").

Auto-skip for returning visitors

Enable Auto-skip if known to automatically bypass the form when the required data is already associated with the visitor. This creates a seamless experience for returning visitors while still capturing data from new ones.

System field mapping

Map form fields to visitor profile attributes using system keys:

• $email , Email address
• $phone , Phone number
• $firstName , First name
• $lastName , Last name

When visitors submit data to these fields, their profile is automatically updated, enabling personalized follow-ups and visitor recognition across multiple QR codes.

Combining forms with other workflow steps

Forms work seamlessly with other workflow steps to create sophisticated customer journeys:

Password + Form

Protect content with a password, then collect registration information:

1. QR Code Scan
2. Password step
3. Form step (email, name)
4. Redirect to protected content

Form + Conditional routing

Collect information, then route based on responses:

1. QR Code Scan
2. Form step (rating, preferences)
3. Condition step (e.g., route high ratings to referral program, low ratings to support)

Multi-form progressive profiling

Collect information gradually across multiple interactions:

1. First scan: Email only
2. Second scan: Auto-skip email, collect preferences
3. Third scan: Auto-skip known data, collect detailed feedback

Best practices for customer journey forms

Keep it short

Each additional field reduces completion rates. Ask only for what you truly need at this moment. You can always collect more data on future interactions.

Provide value

Explain why you're asking for information and what the visitor gets in return. A clear value proposition increases form completion significantly.

Use appropriate field types

Choose the right field type for your data. Email fields validate format automatically. Phone fields provide proper formatting. Rating fields give you structured data for analysis.

Make critical fields required, the rest optional

Mark only essential fields as required. Let visitors decide how much they want to share. An email-only submission is better than an abandoned form.

Test on mobile

Most QR code scans happen on mobile devices. Ensure your form is easy to complete with one thumb, labels are readable, and buttons are tappable.

Managing form data via API

For teams managing workflows programmatically, you can create form steps, configure fields, and retrieve submissions through the Linkbreakers API.

The API supports all field types and configurations, enabling:

• Bulk creation of form-based workflows
• Dynamic field configuration based on campaign parameters
• Automated export of form submissions to your CRM or data warehouse
• Real-time integration with marketing automation platforms

Frequently Asked Questions

Can I add multiple forms to a single workflow?

Yes. You can chain multiple form steps to break up data collection into manageable chunks. This is useful for multi-step registration or progressive profiling.

What happens if a visitor abandons the form?

If a visitor doesn't complete the form, they won't reach the redirect destination. The scan event is still logged, so you can track abandonment rates and optimize your forms.

Can I edit form fields after the workflow is live?

Yes. Changes to form fields take effect immediately. The QR code itself never changes, only the workflow logic does.

How do I export form submissions?

Form submission data is available in your Linkbreakers dashboard and can be exported or accessed via API for integration with other tools.

Can I use conditional logic within a form?

Individual form fields don't support conditional display logic, but you can create different workflow paths after the form based on submitted values using condition steps.

Are forms compliant with GDPR and privacy regulations?

Linkbreakers provides tools for data management, but compliance is your responsibility. Include appropriate consent language, link to your privacy policy, and only collect data you have a legitimate basis to process.

How do I track form performance?

Your dashboard shows form views, completion rates, and submission data. Use these metrics to identify high-abandonment fields and optimize your forms.

Conclusion

Adding forms to your QR code workflows transforms simple redirects into valuable customer journeys. Whether you're collecting leads, measuring satisfaction, or personalizing experiences, forms give you the data you need while keeping the visitor experience seamless.

Start with a single required field, test your completion rates, and iterate from there. Every form submission is an opportunity to understand your audience better and build lasting relationships.

Ready to build your first customer journey? Head to your Linkbreakers dashboard and add a form step to any QR code workflow.