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Forms & Enquiries

What happens when somebody submits my contact form?

Here is the customer-facing journey from a visitor completing your form to the enquiry reaching your business.

The basic journey

  1. The visitor completes the form. They provide the information requested on that particular form.
  2. They submit it. The website checks and processes the enquiry.
  3. Your business receives the enquiry. It is sent to the recipient address or addresses configured for the website.
  4. The visitor sees confirmation. Depending on the website, this may be a success message or a thank-you page.

Different forms can collect different information

A simple contact form may ask for a name, email address, phone number and message. Another form may ask for a service or location because that information helps the business respond. The exact journey can therefore differ slightly between forms.

A success message and an inbox receipt are separate checks

Seeing the success state confirms that the website accepted the submission. It is still sensible to confirm that the configured mailbox received the enquiry when you are testing the form. See How do I check whether my website form is working?.

Forms & EnquiriesWhere do website enquiries go?Forms & EnquiriesHow do I check whether my website form is working?Forms & EnquiriesWhat information should my website contact form ask for?

Last updated: 9 September 2026