What happens when customers complete the form
This article explains what Senja saves when customers fill in your form: when a testimonial shows up, what happens if someone leaves halfway, how answers are stored, and what happens when someone submits more than once.
This applies to all Senja plans: Free, Starter, and Pro.
When a testimonial shows up
A testimonial only appears on your Proof page once the customer clicks the final Submit button. Until then, nothing shows in your dashboard, even if they answered most of the questions.
Keep the Submit button on the last page of your form only. If you rename a Continue button to Submit halfway through, customers may think they're done and leave before the testimonial is saved.
If a customer leaves before submitting
Senja saves your customer's progress in their browser for up to 7 days
If they close the form and come back to the same link within 7 days, their answers are still there and they can pick up where they left off
Video recordings and uploads also have extra protection, so they're much less likely to get lost if the connection drops halfway
If a customer says they finished but nothing shows up on your Proof page, we may still be able to help:
If the customer got past the About you page and entered their name, their answers may also be saved on our side
Contact Senja Support and we'll check whether we can recover it
We'll need the customer's written consent before we can release an unsubmitted testimonial to you
Progress is saved on the device and browser they started on. If they come back on a different device or browser, use a private window, or clear their browser data, they'll start again from the beginning. The same happens after 7 days.
Recover an unsubmitted video
Videos are usually saved as soon as they're uploaded, even if the customer never clicks Submit. They won't appear on your Proof page, but you can often find them in your export:
Export your testimonials to CSV from the Proof page, see How do I download my testimonials?
Look for the customer's video link in the CSV
Open the link and download the video file
Import it into Senja, see How can I manually import video testimonials?
Can't find it? Contact us and we'll look into it.
Answers are saved exactly as typed
Senja doesn't check or change what customers type.
Required fields only make sure something was entered, not that it's the right kind of information. For example, someone can type an email address into the name field, and that's what you'll see on your Proof page.
If something needs fixing, like a typo or a misspelled product name, you can edit the testimonial yourself. See How do I edit a testimonial?
If you change a testimonial without the customer asking you to, get their written OK first.
When a customer submits more than once
Customers can submit as many times as they like, through the same form or a different one
Each submission is saved as a separate testimonial and doesn't replace the earlier one
If you end up with two testimonials from the same person, you can combine them, see How do I merge testimonials?
When a customer wants to change their testimonial
Customers can't edit a testimonial after submitting it.
If they spot a mistake or want to change something, they'll need to contact you, and you can update it from your Proof page.
See How do I edit a testimonial?
Ask the customer to tell you roughly when they submitted and what they wrote. It makes their testimonial much quicker to find.