Your inbound and admin case form(s) are now entirely customizable allowing you much greater flexibility to structure the questions in a way that best suits your organization’s unique needs.

Only Owner admins have the ability to edit case forms. To edit navigate to ‘Settings’ and click ‘Case Form Configuration’

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Special Pages Overview

Within your reporting flows, there are 4 important pages — called Special Pages — that have a pre-defined structure.

These pages behave differently from standard pages, which are otherwise fully customizable.

Outside of these 4, all other pages are fully customizable in terms of content, position, and design.

1. Welcome Page (Inbound Flow)

This is always the first page of the inbound reporting flow.
Position: Cannot be moved.
Brand color: Locked (cannot be changed).
Fields and content: Fully customizable, but the overall layout must stay within the pre-set structure.
Previewing Changes: You can preview your edits at any time before saving.
Saving Changes: Once saved, updates are live immediately for both reporters and admins.

What you can customize on the Welcome Page:

Screenshot 2025-04-29 at 11.05.50 PM.png

Logo
Headline
Subheadline
“Location branching” or any other opening question
Language selection
“How It Works” section
Option to enable/disable the Send Feedback button (and edit its label)
Hotline footer (e.g., sexual assault hotline info — fully editable)
Additional footer (e.g., phone numbers, privacy links, company links)

Screenshot 2025-04-29 at 11.11.33 PM.png

2. Message Page (Inbound Flow)

This page appears mid-flow to share important messages with the reporter.
Content: Fully customizable.
Position: Fixed — cannot be removed or moved.

Screenshot 2025-04-30 at 2.19.54 AM.png

3. First Page: Page 01 (Inbound & Admin Flows)

This is the first question page after Welcome.
Everything is customizable except:
- The Summary Block must always be the very first question on this page.
- This ensures Vera Autofill works correctly to pre-populate responses where applicable.

4. Confirmation Page (Inbound Flow)

This is the page shown after a reporter submits a case.
Content: Fully customizable (thank you message, next steps, etc.).
Layout and Position: Fixed — this page must remain the final page of the flow.

Special Page	Customizable Content	Position Movable?	Layout Customizable?
Welcome Page	Fields, text, logos, buttons	❌	❌
Message Page	All text/content	❌	❌
First Page (Page 01)	Everything except Summary Block first	❌	✅ (except for summary questions)
Confirmation Page	All text/content	❌	❌

Customizing Location Branching and Languages

To access languages and location branching click ‘edit’ on the Welcome Page

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Languages

Available languages will be enabled by your Customer Success Manager (CSM).
Admins can choose which languages to activate or deactivate anytime.
To add a new language that’s not listed, please contact your CSM.

Location Branching (CSV Upload)

Purpose: Allows dynamic question/choice creation based on location data or other attributes.
How it works:
- Upload a CSV file with your hierarchy (example: Country → State → City → Region).
- The system automatically builds the related dropdowns, questions, and branching.
Use Cases:
- Managing multiple locations.
- Managing different companies within one tenant.
- Role-based branching (e.g., Student vs. Faculty vs. Staff at a university).
Important:
- Your CSV must always follow a highest-to-lowest hierarchy (e.g., Country → State → City), not the other way around.

Sample CSV provided: Demo Site Locations - Sheet2.csv

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HTML Tags for Styling Your Text

You can enhance the appearance of your questions or messages by using basic HTML tags directly within your text fields. This gives you more control over how your content is presented to users — helping you highlight important information, improve readability, and guide the reporter’s attention.

✅ Benefits of Using HTML Tags

Emphasize key instructions (e.g., bold, italic)
Add helpful links or references
Break up long text into easy-to-read sections
Highlight specific words with colors or styling
Structure your content for better flow

Purpose	HTML Example	Description
Bold text	<b>Bold text</b> or <strong>Strong text</strong>	Makes text bold.
Italic text	<i>Italic text</i> or <em>Emphasized text</em>	Makes text italic.
Underline	<u>Underlined text</u>	Underlines the text.
Strikethrough	<s>Struck text</s> or <del>Deleted text</del>	Puts a line through text.
Hyperlink	<a href="https://example.com">Link text</a>	Creates a clickable link.
Line break	<br>	Breaks text into a new line (no closing tag needed).
Text color (inline)	<span style="color: red;">Red text</span>	Changes text color.
Background highlight	<span style="background-color: yellow;">Highlighted text</span>	Highlights text with background color.
Unordered list	<ul><li>Item 1</li><li>Item 2</li></ul>	Bullet point list.
Ordered list	<ol><li>First</li><li>Second</li></ol>	Numbered list.

Form Pages & Questions Guide

This section covers how to manage form pages and add various question types in both Inbound and Admin reporting flows.

Form Pages

On the left-hand side of the editor, you’ll see a list of form pages. Each page contains a group of questions and represents a key step in the reporting flow.

What Admins Can Do:

✅ Delete a form page
✅ Duplicate a form page
✅ Reorder pages using drag-and-drop

Form pages are the building blocks of your reporting experience. Grouping relevant questions improves flow and readability for both reporters and admins.

🚫 Limitations:

Form Page 01 (the first page) cannot be deleted or moved
- This page includes the Vera Autofill logic, which ensures pre-filled data works correctly.
Admin Form is always a single page
- All questions added to the admin flow will appear on Form Page 01 only.

➕ Adding Questions

Each form page includes an “Add Question” button at the bottom. Clicking this opens a guided form to create and configure your question.

Screenshot 2025-04-30 at 2.26.26 AM.png

Step 1: Choose Target Form

Both forms (Inbound & Admin)
Inbound form only
Admin form only

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🧩 Step 2: Select Question Type

Question Type	Use Case
Short Text	Single-line free text input
Long Text	Multi-line input for detailed responses
Dropdown (Single choice)	Predefined list with single selection
Date	Capture a specific date
Phone Number	Structured phone number field
Person (Employee Lookup)	Search-based field for selecting employees (via HRIS)
Guidance Text / Message	Informational message or instructions (no input required)
File Attachments	Upload evidence or supporting documents

Screenshot 2025-04-30 at 2.31.25 AM.png

🧱 Configuration Fields per Question Type

Short text (single line)
- Question Title
- Placeholder
- Tooltip
- Settings
  - Disable Translations: This setting will disable any language translation for this question should your use case dictate.
  - Required (free text)
  - Email (optional or required)
  - None (free input)
Long text:
- Same as short text, but for longer responses
Single choice Dropdown
- Question Title
- Placeholder/Tooltip
- Settings
  - Disable Translations: This setting will disable any language translation for this question should your use case dictate.
    - Often customer disable translations for locations question to avoid issues.
  - Make it required (free text but required)
  - None: No validations
- Filter Label
  - Used for advanced filters, routing, charting, and rules.
    
    Example: For “What is your department?”, use filter label: Department
  - This is a very important field. You can add a label to dropdown questions that will be rendered on advance filters on case listing page, used in routing rules, charts, rule logic. Add a label that resonates with the question.
- Default value
  - You can set a default value to a question (optional)
- Add Dropdown Choices/Options
  - Click on the “+ Dropdown Option” which will enable you to add a choice
  - You can arrange the order of the choices by drag and drop on the left side of the choices
  - You can delete a choice OR Hide a choice (More covered below in a separate section)
  - You can preview your question on the screen as you make edits.
Date: You can add following
- Question Title
- Placeholder
- Tooltip
- Settings
  - Disable Translations: This setting will disable any language translation for this question should your use case dictate.
  - Make it required (free text but required)
  - None: No validations
Phone Number: You can add following
- Question Title
- Settings
  - Disable Translations: This setting will disable any language translation for this question should your use case dictate.
  - Make it required (free text but required)
  - None: No validations
Person: Person email is employee lookup based on your HRIS integrations. You can leverage this to add questions like “Issue raised by,” “Issue raised against,” “Witnesses” etc. This will be search vlookup field (recommended to add to admin form only to avoid showing employee data on your inbound flow.)
- You can add following
  - Question Title
  - Placeholder
  - Tooltip
  - Settings
    - Disable Translations: This setting will disable any language translation for this question should your use case dictate.
    - Make it required (free text but required)
    - None: No validations
Guidance Text/Message
- This field can be used to display text as guiding measure for reporters or admins as they submit the case. You can show any links or text.
- No validations other than Disable translation toggle
File Attachments
- You can add following
  - Question Title
  - Placeholder
  - Tooltip
  - Settings
    - Disable Translations: This setting will disable any language translation for this question should your use case dictate.
    - Make it required (free text but required)

✏️ Deleting, Editing Questions and Choices

This section explains how deleting or editing questions and dropdown choices impacts both existing and new cases, as well as reporting elements like charts, routing rules and filters.

🗑️ Deleting a Question

When you delete a question, it will be removed from the reporting flow for new case submissions.
For existing cases:
- The answer to the deleted question will still appear correctly in previously submitted cases.
- However, if an existing case is edited, the deleted question will no longer appear in the edit view. Any previously collected answer for that question will be preserved in the previous version of that case.
📄 Related Note: Detailed behavior for older cases is explained further in the Case Versioning documentation.

📝 Editing a Question

When you edit a question (e.g., update the title or settings):
- New cases and edited cases will immediately reflect the updated question.
- Existing cases (that are not edited) will continue to display the old question title in the case detail view.
Impact Summary:
- Edits do not retroactively change static case records unless a case is explicitly opened and saved again.
- Edits do not impact charts or filters, as they rely on the filter label not the question title

⚡ Deleting a Dropdown Question and Its Impact on Charts and Routing Rules

Charts and Filters:
- If a dropdown question used in charts is deleted, existing charts will continue to work and that question will still show in filters.
- Charts visualize historical data — so deletion of the question does not break chart display for past cases.
Routing Rules:
- If a dropdown question used in routing rules is deleted:
  - The specific rule condition based on that question will no longer be respected.
  - Other parts of the rule (if multi-condition) will continue to function.
  - ⚠️ Important: Always review and update routing rules if you delete any dropdown question used in your rule logic.

🎛️ Managing Dropdown Choices (Delete, Hide, Edit)

Dropdown questions have individual choices (options) that can be deleted, hidden, or edited.

Deleting a Dropdown Choice

If you delete a dropdown choice:
- The choice will no longer appear in the dropdown for new case submissions.
- Existing cases that selected the deleted choice will still display the value unless the case is explicitly edited. If edited, a new version will be created and the choice will no longer be available, however the choice will still be retained on the previous version of that case.
Impact on Charts and Filters:
- Historical chart and filter data will still display the deleted choice.
- This ensures past reporting remains accurate.

Editing a Dropdown Choice

If you edit a dropdown choice name:
- The new label will immediately update in charts, filters, and new case submissions.
- In existing case details:
  - The old label will continue to be shown unless the case is edited and resaved.
📄 For more on how older case data is handled, refer to the Case Versioning documentation.

Hiding a Dropdown Choice

When you hide a choice:
- The choice becomes invisible in the form for future submissions but is not deleted.
- This can be managed individually for:
  - Inbound Form (reporter view)
  - Admin Form (internal case submission view)
🔒 Tip: Hiding is safer than deleting if you may need the choice again later.

How to Hide a Choice:

Use the eye icon next to the choice.
When hidden:
- The choice will no longer appear on the respective form.
- Existing case data remains unaffected.

✍️ Important for Multi-Form Questions

If the dropdown question is configured to appear on both Admin and Inbound forms, any choice you add will automatically appear on both.
If you need a choice to show only on one form, hide it on the other form via the eye icon.

Action	Effect on New Cases	Effect on Existing Cases	Effect on Charts/Filters	Effect on Routing Rules
Delete a Question	Not shown	Data remains (until edit)	No impact	May break if question used
Edit a Question	New text shown	Old text shown (until edit)	No impact	No impact
Delete Dropdown Choice	Not shown	Value remains visible	Value remains visible	No impact
Edit Dropdown Choice Label	New label shown	Old label shown (until edit)	New label shown	No impact
Hide Dropdown Choice (per form)	Hidden in form	Data remains visible	Data remains visible	No impact

⭐ Special Questions

Certain advanced questions require special configuration to ensure they function correctly within your reporting flows.

For these Special Questions, always contact your Customer Success Manager (CSM) or the Support Team for assistance.

They will help you set up, test, and deploy these fields properly.

📋 List of Special Questions

Special Question	Purpose
Phone Verification	Sends a verification code (OTP) to confirm reporter’s phone number.
Email Verification	Sends a verification link or code to confirm reporter’s email address.
Anonymous / De-anonymized Module	Allows reporters to switch between staying anonymous or providing their identity.
Block Admins at Case Creation	Allows reporters to block specific admins from seeing their submitted case.
Phone Conversation	This is added by default and should not be deleted

Rule Logic for Questions and Conditional Dropdown Groups

Setting up conditional logic correctly is crucial to customizing the reporting flow based on user selections, ensuring a smoother, more relevant experience for reporters and admins.

🧠 What is Rule Logic for Questions?

Rule Logic controls when a question should be shown or hidden based on answers to previous questions.

For example:

Only show a “Sub-Issue Type” question when the user selects “Harassment” as the Issue Type.
Hide certain questions if a user selects “General Inquiry” instead of “Workplace Concern”.

🛠️ How to Add Rule Logic to a Question

Under the question you want to apply logic to, click Edit.
Then click “Add Rule Logic”.
A configuration modal will open asking you to fill in:

Screenshot 2025-04-30 at 3.04.09 AM.png

Configuration Fields:

Field	Description
Show/Hide this question	Choose whether to make the question appear or disappear when conditions are met.
When all conditions are true (AND) / When any condition is true (OR)	Choose if all conditions must be true (AND) or if any one condition can trigger the logic (OR).
Add Condition	Add one or multiple rules based on another question’s answer.

Each condition requires:

Select a Dropdown Question to base the condition on
Choose an Operator (see list below)
Choose a Value (one of the available options for that dropdown)

🧩 Example 1: Hide “Sub-Issue Type” if Not Relevant

Imagine you are setting up feedback types:

Type of Feedback choices:
- Harassment
- Discrimination
- General Feedback
- All-Hands Q&A

You want to hide the “Sub-Issue Type” question if the reporter selects General Feedback or All-Hands Q&A.

Setup:

Action: Hide this question
Logic: When all conditions are true
- Type of Feedback is equal to General Feedback
- OR Type of Feedback is equal to All-Hands Q&A

✅ Result: “Sub-Issue Type” only shows if user selects topics like Harassment or Discrimination.

✍️ Available Operators for Rule Conditions

When setting up a rule, you can use these operators:

Operator	Description	Example
Equal to	Matches exact answer	“Type of feedback is equal to Harassment”
Not equal to	Triggers when answer is not the specified one	“Issue Type is not General Feedback”
Contains	Matches partial string	“Sub-Department contains Engineering”
Starts with	Checks if value begins with text	“Employee ID starts with EMP-”
Does not start with	Ensures value doesn’t begin with text	“Employee Name does not start with A”
Ends with	Checks if value ends with text	“Email ends with @example.com”
Does not end with	Ensures value doesn’t end with text	“Username does not end with admin”

Screenshot 2025-04-30 at 3.05.46 AM.png

🧠 What Are Conditional Dropdown Groups?

Conditional Dropdown Groups allow you to control which choices inside a dropdown are visible based on prior answers.

Example Use Cases:

In a multi-location company: Only show cities based on the selected state.
In a reporting form: Only show Sub-Issue types if Harassment is selected as the issue.

🛠️ How to Add Conditional Dropdown Groups

Edit your dropdown question.
Toggle ON “Enable Dropdown Groups.”
Click “Add Dropdown Group.”
Inside each group:
- Give it a Group Name (e.g., “Harassment Sub-Issues”)
- Select Choices you want shown for this group
- Set Conditions

Show Only Relevant Sub-Issues Based on Feedback Type

Imagine you have 50 sub-issue types. You want reporters selecting “Harassment” to only see harassment-related options.