How the order intake form works

Note

This is a beta feature. Reach out to Nash if you'd like early access.

The order intake form is a public order form for your customers, with its own link. A customer opens the link — from your website, a QR code on a store counter, or an email or text you send — fills in where the order is going and who receives it, and submits. No login, no Nash account. Each submission becomes an order in your organization, so calls and emails stop turning into data entry.

You configure the form under Settings ▸ Connections ▸ Widgets, on the Order intake form card. For the click-by-click, see set up and share an order intake form.

A submission creates an order — it doesn't perform a delivery. When the form books, Nash dispatches the order with the dispatch strategy the customer picked; a provider or your own fleet carries it out.

How it works

Your organization has one order intake form. Its settings decide everything a customer can choose: which of your pickup locations they can pick from, which dispatch strategies they can choose between, which vehicle sizes they can ask for, and what extra questions they answer. A customer can only pick from what you've offered; Nash checks every choice against the form's settings again when the request arrives.

The form handles requests in one of two ways, set by How requests are handled:

What the customer sees

The form opens with your branding at the top: your display name and logo, in the look, brand colour, and corner style you picked. With an access PIN set, the customer sees Enter access PIN first.

The form itself has these sections:

• Pickup — a Location list of the pickup locations you offer. On a per-location link, the location is fixed and shown as text instead.

• Dropoff — an Address search. A customer who drops a pin instead of picking an address must add instructions that tell the driver how to find the spot.

• Recipient — First name, an optional Last name, and Phone.

• Details — your custom fields, if the form has any. A field with a condition appears only when an earlier answer matches it.

• Delivery — optional Instructions, an optional Minimum vehicle (only when you've offered vehicle types), and Speed: one choice per dispatch strategy, labelled with the strategy's name. With only one strategy, the speed is shown as text.

You can rename the Dropoff, Recipient, and Details headings, add an intro line under your name, and relabel the submit button. By default the button reads Get quote on a quote-and-book form and Submit request on a review form.

Quote and book

After Get quote, the customer sees Your quote: one total that includes delivery, fees, and tip, with a countdown showing how long the price is valid (at most 10 minutes). They select Book delivery, or Edit to change the details. An expired price offers Get a new quote.

Once booked, the customer sees Delivery booked with a reference, the total, a Track delivery button that opens the delivery's tracking page, and Book another.

If no provider can take the order within your limits, the customer sees that no delivery is available for the request. If the booking itself fails after they confirm, they're told no driver could be assigned and that their request was saved under its reference for you to follow up.

Collect for review

After Submit request, the customer sees Request received with a reference and a note that you'll be in touch, plus Submit another.

When the form isn't available

A customer whose link no longer works — the form is off, the link was rotated, or the link is wrong — sees a message that the order form isn't available and to contact the business that shared it.

How a submission becomes an order

Every order the form creates carries a few markers so you can tell where it came from:

• The Created By column in the Orders and Deliveries tables reads Order intake form, and the same value appears in their creation-source filters (Creation By in Orders, Created By in Deliveries).

• The order is tagged order_intake. A review request is also tagged order_intake_review.

• Its external ID is the reference the customer was shown, starting with intake-. Match a customer's reference to the External ID column in Orders.

• The customer's answers to your custom fields appear at the top of the order's Delivery Details tab, under Form answers, each under the label the customer saw.

Each order also takes the form's Package value and Tip, the pickup location, dropoff, recipient, instructions, and dispatch strategy the customer chose. The minimum vehicle is the larger of the customer's choice and the dispatch strategy's own minimum.

A quote-and-book order

The order is dispatched with the dispatch strategy the customer picked, on the quote they were shown, and becomes a delivery. Providers whose price would take the total over Max total per booking are left out when the form quotes, so a booking never costs more than that cap. If a booking fails, the order stays in Orders, undispatched, for your team to dispatch.

A review order

The order is saved as a plain order in Orders — nothing is quoted or dispatched, and no workflows or notifications run on it. Nash doesn't alert your team, so watch Orders for new requests. Dispatch it from there as you would any other order.

Custom fields and where answers go

Custom fields let you ask for what your team needs on each order, like a docket number, a booking type, or a requested date. Every answer is saved on the order's metadata, under order_intake_answers, and shown under Form answers on the order.

A field can also copy its answer to part of the order with Copy to order:

An instructions line that would push the instructions past the order's length limit is left off; the answer is still kept under Form answers.

The link, the PIN, and the embed

There are two ways to reach customers.

Links. The form has one general link and one link per pickup location; a per-location link fixes the pickup to that location. Each link has a QR code you can download for a counter sign or a flyer. Rotating the link gives the form a new address and every old link stops working immediately.

Access PIN. An optional 4- to 8-digit PIN that customers must enter before they can use a link. Without one, anyone with the link can use the form. A customer who enters too many wrong PINs is locked out for a few minutes. Changing or removing the PIN makes anyone mid-order enter the new PIN (if there is one) and get a new quote; what they've typed is kept.

Embed. The same form, in the same look, placed on your own website with a snippet. It uses the same setup as the other widgets: your backend exchanges a widget embed credential for a session, and your site must be on the allowed origins list. The PIN doesn't apply to the embedded form — protect the page it's on instead. See how widgets work.

Limits that protect you

The form is public, so a few guardrails cap what it can create:

• Max total per booking — the most a single booking can cost, including driver price, Nash fee, and tip. Applies to quote and book only, and must be higher than the tip.

• Max orders per day — bookings or review requests allowed in any rolling 24 hours, from 1 to 500. Once reached, customers see that the form has hit its order limit and to try again later.

Keep both as low as your real orders allow, especially if you embed the form on a public page.

What affects this