> For the complete documentation index, see [llms.txt](https://learn.withessential.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://learn.withessential.com/administration/settings/where-intake-form-submissions-go-after-a-client-submits.md).

# Where intake form submissions go after a client submits

When a client fills out your published intake form and clicks Submit, they see a "Thanks - your form was submitted." confirmation, and the submission is saved with every answer they gave. Each submission also creates a task in your Service Requests folder so someone on your team can act on it.

A brand-new website request comes in with no property or customer attached, because the public form does not know which account it belongs to. It starts on your Service Requests entry status (Pending by default). Essential checks the submitted customer name and property address against your existing records. High-confidence matches are highlighted in green. Similar names or addresses with small differences, such as abbreviations, business suffixes, or minor typing mistakes, appear as amber **Possible match** suggestions.

![A website service request with possible customer and property matches highlighted for review](/files/YKMobhYyjrpQj4zEw8GR)

Opening the request shows the full set of answers exactly as the client filled them in, rendered against the form they submitted. Customer and property answers carry a green, amber, or neutral match indicator. Use the external-link icon to inspect a matching Essential customer or property in a new tab without losing your place in the task. The corresponding action sits at the bottom of **Request details** instead of in a separate matching panel. If the property already exists, select **Attach Existing Property**. For a possible match, compare the submitted details with the suggested record before selecting **Attach Possible Match**. Essential never attaches a possible match automatically, and **Create New Customer Instead** remains available when the suggested customer is not the same account.

When no customer matches, select **Create New Customer**. When a customer matches but its property does not, select **Create New Property**. Both actions open the full form and prefill the submitted customer, address, and contact name, email, primary and secondary phones, phone types, and extensions. Review the details, choose the contact's roles, and complete any other required information or custom fields before saving. Saving creates the records, attaches the property to the request, and returns you to the task. Once a property is attached, **Create New Contact** opens the full contact form with the same contact details prefilled.

And because Image Upload fields are display-only, any photos a client tries to attach there will not arrive with the submission.

You do not have to watch the folder to catch new leads. On the Notifications tab of the Intake Form settings page you can have each submission emailed to one or more back office addresses, raise a notification in Essential for your whole team or a chosen few, or both.

![The New customer form with the website request customer and address prefilled](/files/uwg3YOLTwTmwCklIguUv)

![Create New Contact at the bottom of Request details for an attached property](/files/RA9sG8dg1PGVd3uPUpng)

A few things to keep in mind. Submissions are only accepted against a published version of the form, so saving a draft is not enough to start collecting requests, you must publish. Publishing the form creates its Service Requests statuses automatically, so the workflow is ready before the first request arrives.

If you have not turned on submission notifications, the Service Requests folder is the only place new leads appear - set up an email or in-app notification on the Notifications tab so they reach your team the moment they arrive.

> **Where to find it:** The Service Requests folder in your task list; open a request to see the submitted answers and resolve its customer and property.

## Related guides

* [Get notified about new intake form submissions](/administration/settings/get-notified-about-new-intake-form-submissions.md)
* [Add the intake form to your website](/administration/settings/add-the-intake-form-to-your-website.md)
* [Build your intake form](/administration/settings/build-your-intake-form.md)
* [Intake form field types: standard and custom fields](/administration/settings/intake-form-field-types-standard-and-custom-fields.md)
* [Add or edit a pricebook item](/administration/settings/add-or-edit-a-pricebook-item.md)
* [Automate task statuses with Task Automations](/administration/settings/automate-task-statuses-with-task-automations.md)


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