⚠️ Important:
If you are not familiar with how to set up the Online Booking system, please make sure to check out this article in our help center first before diving into the custom forms update below.
📝 Overview
Custom Forms allow you to collect additional, event-specific information from customers during the online booking process in the Customer Portal. This is helpful for gathering details such as setup preferences, equipment requests, special instructions, acknowledgements, or other operational requirements at the time of booking.
Custom Forms are tied to an Event Type and will appear automatically before checkout when a customer is completing and paying for a rental online.
⚠️ Important:
Custom Forms only appear when the Booking Option requires checkout and payment. If the Booking Option is set to Request Only in the Booking Options Settings, the Custom Form will not appear during the request process. In this case, the staff member creating or finalizing the booking in Admin will need to complete the form manually.
The generic request form displayed to customers when using a Request Only booking option cannot be edited or customized.
🛠️ Set Up
📄 Step 1: Create the Custom Form
Click the arrow to learn how to create a Custom Form
Click the arrow to learn how to create a Custom Form
A Custom Form must be created before it can be attached to an Event Type for online bookings. When building your form, be sure to determine which questions should be marked as Required versus Optional, as required fields must be completed before checkout.
📣 Need help creating Custom Fields or building a form?
Learn how to create and manage Custom Fields and Registration Forms in the article below.
⚠️ At this time, only one Custom Form can be used for all online bookings. This applies to checkout-based bookings only.
🧩 Step 2: Attach the Form to an Event Type
Click the arrow to learn how to attach a Custom Form to an Event Type
Click the arrow to learn how to attach a Custom Form to an Event Type
At this point, only one of our pre-existing Event Types is used for Online Bookings. Anytime a customer books online through the Customer Portal, the event created on the Admin side will use the Rental Event Type.
Because of this, the Custom Form must be attached to the Rental Event Type in order to appear during online checkout.
In the global search box, type Event Types
Select the Rental Event Type
Locate the Custom Form section within the Detail settings
Select the one Custom Form you created
Click Save
Once the Custom Form is attached:
It will appear anytime the Rental Event Type is created
This includes bookings created online by customers
And rentals created manually by staff in Admin
⚠️ Important:
If you currently use the Rental Event Type for in-person or internally created rentals, you may want to create a new Event Type for staff use instead. This helps keep online booking workflows separate from manually created rentals.
🧑💻 Customer Experience
Click the arrow to see how the Custom Form appears to customers
Click the arrow to see how the Custom Form appears to customers
When the Booking Option requires checkout and payment:
The customer selects a date and time in the Customer Portal
They proceed through booking details
The Custom Form appears before checkout
Required fields must be completed before payment can be submitted
Once checkout is completed, the form responses are saved directly to the customer's booking.
📊 Viewing & Reporting on Responses
Click the arrow to see where Custom Form responses appear on the Admin side
Click the arrow to see where Custom Form responses appear on the Admin side
After a booking is completed:
Assigned staff will receive an email notification for the booking
Responses are visible on the event page
Responses appear in Booking Manager under Custom Fields
Using Event Search and Bulk Edit, you can select “Show Custom Form Data” to export responses to CSV
This allows staff to reference customer-provided details for planning, communication, and reporting purposes.
📌 Booking-Level vs Event-Level Visibility
Custom Form responses can be viewed in two places depending on how the booking is structured:
On the event page, responses are tied to that specific event
In Booking Manager under Settings > Custom Fields, responses can be viewed at the booking level
This is especially helpful when a booking contains multiple events. The Custom Fields section within Booking Manager allows you to see information that applies across the entire booking rather than viewing each event individually.
✏️ Editing Custom Form Responses on Bookings
When on an existing booking event you can make edits to the custom form responses.
Click the arrow to learn how editing affects bookings
Click the arrow to learn how editing affects bookings
If you make a change and press save, you will be presented with the following options:
Update custom fields on booking - this will update any custom field changes on the booking contract.
Update custom fields for other events on booking - this will update the custom field changes for all events tied to the booking.
If you do not check either of these boxes the custom fields will only be updated on the event block. Updates will not be made to the custom fields on the booking contract settings.
