Why use conditional fields for existing customers?
When users identify themselves as existing customers on your forms, collecting additional information like customer reference numbers can help your team:
Find customer records quickly
Provide more personalized support
Connect form submissions with existing account data
Improve the overall customer experience
This guide shows you how to display a customer reference number field only when needed.
Setting up a dynamic customer reference field
To get started you will need to create an 'Existing Customer' checkbox field and a 'Customer reference number' field. To learn how to create fields read this guide.
Then create this rule on your 'Customer reference number' field:
Step 1: Configure the rule trigger
Trigger: Set to run continuously
This setting is essential because users will interact with this field in real-time, and the visibility needs to update immediately when they identify as existing customers.
Step 2: Define the conditions
Conditions (IF):
Field: ExistingCustomer
Condition: is checked
This rule works with a checkbox labeled "I am an existing customer," but you could also configure it for:
Radio button selections
Dropdown menu choices
Gate editor fields
Any field that helps identify existing customers
Step 3: Configure the actions
Actions (THEN):
Action: Show this field
Otherwise: Hide this field
This ensures the customer reference number field only appears when needed and doesn't clutter the form for new customers.
Best practices
Place the "existing customer" identifier field before the reference number field in your form layout
Make the reference number field optional if possible, as some customers may not know their reference number
Consider adding helper text to explain where customers can find their reference number
Test the form thoroughly to ensure fields appear and disappear as expected