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Booking Questions

Booking questions let you collect the information you need from customers before the appointment. Instead of playing phone tag to gather details, your booking flow asks the right questions up front — so your team arrives prepared.

Why use booking questions?

  • Show up prepared. Know the scope of the job before you get there. A roofer who knows the roof is 4,000 sqft and has storm damage can bring the right equipment.
  • Qualify leads automatically. Combined with lead scoring, answers can determine whether a request qualifies for your services.
  • Adjust appointment duration. Combined with duration rules, answers can change how long the appointment is expected to take.
  • Reduce back-and-forth. Customers answer everything during booking instead of waiting for a follow-up call.

Where to configure questions

  1. Navigate to Setup > Appointment Types.
  2. Click the appointment type you want to edit.
  3. Open the Questions tab.

Question types

Driive supports several question types to cover a range of information needs:

Single Select

Customers choose one option from a list. Use this for mutually exclusive choices.

Example: "What type of roof do you have?" — Options: Asphalt Shingle, Metal, Tile, Flat/TPO

Multi Select

Customers can choose multiple options from a list. Use this when more than one answer might apply.

Example: "Which areas need attention?" — Options: Front of house, Back of house, Garage, Shed

Text

A free-form text field for open-ended responses.

Example: "Describe the issue you're experiencing."

Number

A numeric input field. Useful for quantities or measurements.

Example: "What is the approximate square footage of your roof?"

Team Member Select

Customers can choose a preferred person from the eligible users for this appointment type. Use this when customers have a relationship with a specific technician and want to request them.

Example: "Do you have a preferred technician?"

Photo Upload

Customers can upload one or more photos during booking. This is especially valuable for home-service businesses where a picture is worth a thousand words.

Example: "Upload photos of the damage or area that needs service."

Adding a question

  1. In the Questions tab, add a new question.
  2. Select the question type.
  3. Enter the question text — this is what the customer sees.
  4. For select-type questions, add the available options.
  5. Mark the question as required or optional.
  6. Save your changes.

Reordering questions

Drag and drop questions to change the order they're asked. Put the most important questions first — customers are more likely to provide detailed answers at the beginning of a flow.

Tip: Start with straightforward questions (select types) before asking for free-text descriptions or photo uploads. Customers who make a quick selection up front are more likely to complete the rest.

Removing questions

To remove a question, delete it from the Questions tab. Removing a question doesn't affect existing requests and appointments that already have answers — those answers are preserved.

Visibility conditions

Visibility conditions let you show or hide a question based on the customer's answer to a previous question. This keeps the booking flow short and relevant — customers only see questions that apply to them.

How to set a visibility condition

  1. Open the conditional display settings on the question you want to conditionally show.
  2. Select the trigger question — the previous question whose answer determines visibility.
  3. Select the trigger value(s) — the answer(s) that must be selected for this question to appear.
  4. Save.

Example

You have two questions:

  1. "What type of service do you need?" — Options: Repair, Maintenance, New Installation
  2. "Describe the damage." — Text field

You can set a visibility condition on question 2 so it only appears when the customer selects "Repair" in question 1. Customers booking maintenance or new installation won't see the damage description field.

Chaining conditions

You can chain multiple conditional questions. For example:

  1. "What type of roof?" (always visible)
  2. "Is the roof older than 20 years?" (visible only if answer to #1 is "Asphalt Shingle")
  3. "Have you had a recent inspection?" (visible only if answer to #2 is "Yes")

Each question's visibility depends on the answer to the one before it, creating a conversational, guided flow.

How questions appear to customers

When a customer books through your booking page (or a request link you share), the questions are asked one at a time as part of the guided flow — after they've chosen a service and entered their contact information, and before they confirm their service address. They can step back to change an earlier answer.

Questions are asked in the order you set, with conditional questions appearing or disappearing based on earlier answers. The same questions also appear on the request detail page, where your team can fill in answers on the customer's behalf while gathering details.

Tips for effective questions

  • Keep it short. 3-5 questions is the sweet spot. Too many questions increase form abandonment.
  • Use select types when possible. They're faster for customers and produce structured data for your team.
  • Make photo upload optional. Not everyone has photos ready, and requiring them can block bookings.
  • Write clear option labels. "Asphalt Shingle" is better than "Type A." Use language your customers understand.

Next steps

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