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 form 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 lead 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 the Appointment Types page.

2. Click the appointment type you want to edit.

3. Open the Questions section.

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 team member from the eligible members 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 section, click Add Question.

2. Select the question type from the dropdown.

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 appear on the booking form. Put the most important questions first — customers are more likely to provide detailed answers at the beginning of a form.

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 of the form.

Removing questions

To remove a question, click the delete button next to it. Removing a question doesn't affect existing appointments that already have answers — those answers are preserved in the appointment record.

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 form short and relevant — customers only see questions that apply to them.

How to set a visibility condition

1. Click the condition icon 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 on the booking form

When a customer selects this appointment type on your booking page, the questions appear as part of the booking flow — after they choose a date and time, and before they confirm.

Questions are displayed in the order you set, with conditional questions appearing or disappearing in real time as the customer fills out previous answers.

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

• Lead Scoring and Qualification — Use answers to automatically score and qualify leads.

• Duration Rules — Adjust appointment duration based on answers.

• Creating an Appointment Type — Go back to the creation wizard to set up a new type.