Yaplet has two ways to ask a visitor for information, and they look almost identical while you are building them. That is not an accident: surveys and forms use the same builder, with the same question types and the same settings. Choosing between them is not about what you can ask. It is about how the thing reaches someone and what happens to the answers afterwards.
The real difference
| Surveys | Forms | |
|---|---|---|
| Where you find them | Marketing → Engagement → Surveys. | On the board they file into: Communications → Tickets → (the board) → Forms. |
| How a visitor gets it | Yaplet pushes it into the widget when a trigger matches. The visitor did not ask. | The visitor opens a link, an agent shares one in a conversation, or a chat workflow presents it. Someone chose to open it. |
| Who can be reached | Only people on a page with your widget on it, right now. | Anyone you can send a link to. |
| Where the answers go | The survey's own Responses page, grouped by question with averages and percentages. | A ticket on a feedback board, where it can be assigned, sorted and worked through. |
| Question types | Numeric scale, short text, long text, single choice, multiple choice, file upload. | Exactly the same six — it is the same builder. |
| Branching | None. Everyone answers the same questions in the same order. | None either, for the same reason. |
Use a survey when
- You want an opinion from someone who was not planning to give you one.
- Behaviour should decide who is asked — a page, a plan, a number of visits.
- You care about the pattern across many people, not about each answer individually.
- The answers do not need anyone to act on them one by one.
Use a form when
- Each submission is a piece of work — a bug report, a contact request, a feature request.
- Someone needs to pick it up, assign it and close it. That is what a ticket on a board is for.
- You want to share it as a link, or hand it to someone mid-conversation.
- The visitor came looking for it, rather than being interrupted.
One prerequisite for forms
A form always belongs to a feedback board — you build it from that board's own Forms tab, and its submissions land on that board. There is no organisation-wide list of forms any more, and there is no separate forms product to buy: forms are part of the Feedback boards & bug tracker module, so if you have feedback boards, you have the form builder.
Using both
They work well in sequence. A survey asks how things are going and catches someone who is unhappy; the answer prompts a conversation; the agent shares a form to collect the details properly, and that form becomes a ticket someone owns. The survey finds the problem, the form turns it into work.
What's next?
To build a form, see Build your first form, and for how boards work, Boards explained. To build a survey, start with Create your first NPS survey or Build a multi-step survey.