WebForms: new statistics and customer messages
WebForms 3.2 for Magento 2 introduces two features for managing form submissions: result statistics that display submission counts by status (unread, replied, approved, pending, follow-up) on the admin forms grid, and customer messaging that enables a threaded dialog between customers and administrators on individual form submissions. Both features improve response tracking and customer communication workflows.
WebForms Pro, the leading form builder extension for Magento 2, introduces two new features that help you improve customer service and satisfaction:
- Result statistics. Starting from WebForms 3.2.0 we are adding the ability to display submission data statistics based on criteria such as unread, replied, approved, pending, follow-up etc. This gives you a better understanding of how customers interact with your forms and helps prioritize responses.
- Customer messages. The 3.2.0 update also includes the option for customers and administrators to add messages to the initial request. This allows for a more complete and informative flow of information, leading to faster and more accurate problem resolution.
How to Enable Result Statistics
Proceed to WebForms > Settings and turn on the “Enable Result Statistics” switch. Select which statistic categories you would like to see.
You should see the Results column change on the Manage Forms page:
How Customer Messaging Works
The new messaging mechanism is added to the customer dashboard section. First, configure the form and add it to the customer dashboard. Enable the “Add Form to the Customer Dashboard” parameter and select Result Permissions: Add, View, and Reply.
After that, the form will be added to the customer dashboard where customers can view their submissions.
Customer Dashboard
A new dialog interface is added on the customer result view page where customers can see their conversation with the administrator.
Admin Reply Page
When a customer sends a message, an email is generated and sent to the form administrator. The admin can see the new message on the result reply screen in the backend Messages History tab.
Key Takeaways
- At-a-glance submission status — result statistics show counts by status (unread, replied, approved) directly on the forms grid, replacing manual counting.
- Threaded customer messaging — customers and admins can exchange messages on individual submissions, creating a conversation history.
- Customer dashboard integration — customers access their submissions and reply to admin messages from their My Account area.
- Email notifications — each new message triggers an email notification so neither side misses a reply.
- Configurable permissions — control which forms appear on the dashboard and whether customers can add, view, or reply to submissions.
Frequently Asked Questions
Result statistics track submissions by status categories including unread, read, replied, approved, pending, completed, and follow-up. You can select which categories to display in the WebForms settings.
Yes, when you enable “Add Form to the Customer Dashboard” and set the appropriate result permissions, customers can view their submissions and reply to admin messages from their My Account area.
Yes, both customer replies and admin replies trigger email notifications so the other party is immediately informed of new messages.
Yes, result statistics and customer messaging require WebForms 3.2.0 or later. Update via Composer and run setup:upgrade to enable the new features.
Yes, the customer dashboard and messaging features are configured per form. You choose which forms to add to the dashboard and what permissions (Add, View, Reply) customers have for each form.
Yes, the full conversation thread is visible to both parties. The admin sees it in the Messages History tab of the submission detail view, and the customer sees it on the result view page in their dashboard.
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