Overview
The Customer Questions feature allows you to ask your customers questions during the booking and checkout process. These questions can collect information pertaining to their booking — anything from dietary restrictions and emergency contacts to rule acknowledgments and t-shirt sizes.
Questions can be asked at three different levels (order, activity, or rate), come in several formats (checkbox, dropdown, short text, long text), and can be configured to appear in confirmation emails, on the bookings page, and more.
Accessing Customer Questions
Navigate to manage.singenuity.com and select Settings in the top menu. In the left-hand menu, click Customer Questions. Click the + New button to begin creating a customer question.
Part 1: Question Levels
The first thing you'll choose when creating a customer question is the level at which it's asked. There are three levels, each determining how often the question appears during checkout:
Order Level: Asked once per checkout, regardless of which activities or rates are in the cart. Use this for questions that apply to the whole booking (e.g., "How did you hear about us?").
Activity Level: Asked once each time that activity is added to the shopping cart. Use this for questions specific to a particular activity (e.g., "Have you done this activity before?").
Rate Level: Asked once per rate added to the shopping cart. Rate-level questions can be attached to specific rates — for example, a question that appears for an Adult rate but not for a Child rate or any other rate in the order.
Part 2: Question Types
After choosing the level, you'll select the type of question. Each type collects a different kind of answer from the customer:
Checkbox: Requires the customer to check a box with attached text during checkout. Best used for acknowledgments — for example, "I agree to follow all rules and regulations during the activity."
Dropdown: A single-answer, multiple-choice question. You create the list of answers the customer chooses from. This is not a multi-select dropdown — the customer can only select one answer.
Short Text: A short, free-form text field for brief answers.
Long Text: A larger free-form text field for longer answers.
All question types include an initial question field where you type the question itself. When the customer reaches that question during checkout, they'll either fill out custom text (short/long text), choose an answer (dropdown), or check the box (checkbox).
Part 3: Question Settings
Each customer question has several configurable options:
Required: A checkbox that, when enabled, requires the customer to answer the question before they can complete checkout.
Show in Confirmation Email: When enabled, the customer's answer will appear in their confirmation email.
Show in Booking Notes: When enabled, the answer appears in the notes on the bookings page. When disabled, the answer is hidden from the booking notes.
Part 4: Attaching the Question
The final step is determining where the question applies, which depends on the level you selected:
Order Level: No activities or rates need to be designated — the question is asked once per checkout automatically.
Activity Level: Select which activities this question is attached to.
Rate Level: Select which rates this question is attached to.
Important — Required questions apply internally too: When a required customer question is part of the checkout process, bookings created internally through the register also require the operator to answer the question before the order can be saved. This sometimes trips up operators, who wonder why they can't push a booking through — only to discover there's a required customer question that needs to be answered first.
Editing Answers After a Booking
After a booking is created, operators can view and edit customer question answers in a couple of ways:
Editing answers: Open the order in the Register iOS app or the web register at register.singenuity.com, click the Edit button inside the order summary, and you'll find the custom question fields there.
Viewing answers: Operators can also see the answers customers have provided on the manifest (bookings) page inside the register or web register.
Common Use Cases
Here are some examples of how operators put Customer Questions to work:
Rule and waiver acknowledgments — A required order-level or rate-level checkbox question like "I understand and agree to follow all safety guidelines."
Marketing attribution — An order-level dropdown asking "How did you hear about us?" with answers you define (Google, Social Media, Friend, etc.).
Dietary restrictions or accessibility needs — An activity-level short or long text question for tours that include food or require special accommodations.
Per-guest details — A rate-level question that collects information per participant, such as shirt size for an Adult rate that includes a t-shirt.
Experience level — An activity-level dropdown asking "What is your experience level?" to help guides prepare appropriately.
Conclusion
Customer Questions give you a flexible way to collect exactly the information you need from customers, at exactly the right point in the booking process. By choosing the right level, type, and settings, you can streamline operations, improve safety compliance, and personalize the guest experience — all without follow-up phone calls or emails.