> ## Documentation Index
> Fetch the complete documentation index at: https://withforerunner.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Managing resident logs

> Review and respond to information requests submitted through the Get Help form

When residents submit requests through the Get Help form on your public website, Forerunner creates a log record that appears in your Logs table. These logs help you track resident inquiries, document your responses, and maintain records for CRS documentation.

## How Get Help creates logs

The Get Help form on your public website allows residents to request information or assistance. Each submission:

1. Creates a **log record** in Forerunner
2. Links to the property (if submitted from a property page)
3. Captures the resident's contact information
4. Records the type of help requested
5. Notifies staff (if notifications are configured)

<Note>
  Get Help requests create **log records**, which are separate from form submissions. Logs are designed for tracking resident inquiries and information requests, while submissions capture structured data through custom forms. Learn more about [accepting submissions](/public-website/accepting-submissions) from your public website.
</Note>

## Viewing logs from the public website

Logs submitted through the Get Help form appear in your Logs table alongside other log entries.

### Accessing logs

1. Navigate to **Records** > **Logs**
2. View all log entries in table format
3. Filter to see public website submissions
4. Click any log to view details

### Identifying public website logs

Logs from the Get Help form can be identified by:

* **Source** - Marked as originating from the public website
* **Help type** - The category of help the resident selected
* **Property link** - Connected to a property if submitted from a property page
* **Contact information** - Resident's name, email, and phone

## What's captured in each log

When a resident submits a Get Help request, the log includes:

| Field         | Description                                                                    |
| ------------- | ------------------------------------------------------------------------------ |
| **Help type** | The category selected (flood risk info, site visit, insurance questions, etc.) |
| **Property**  | Linked property if submitted from a property page                              |
| **Name**      | Resident's full name                                                           |
| **Email**     | Email address for response                                                     |
| **Phone**     | Phone number for follow-up                                                     |
| **Comments**  | Any additional details the resident provided                                   |
| **Submitted** | Date and time of submission                                                    |

## Responding to logs

### Workflow for handling requests

<Steps>
  <Step title="Review the request">
    Open the log to see what the resident is asking for. Check the help type and any additional comments they provided.
  </Step>

  <Step title="Review property context">
    If the log is linked to a property, click through to see flood zone information, existing records, and files that may be relevant to the request.
  </Step>

  <Step title="Contact the resident">
    Reach out via email or phone using the contact information provided. Address their questions and provide requested information.
  </Step>

  <Step title="Document your response">
    Add notes to the log documenting:

    * What information you provided
    * Any follow-up actions needed
    * Relevant details from your conversation
  </Step>

  <Step title="Update status">
    Update the log status to reflect its current state (in progress, completed, etc.).
  </Step>
</Steps>

### Adding notes

Document your interactions by adding notes to the log:

1. Open the log record
2. Navigate to the notes section
3. Add details about your response
4. Include any relevant information for future reference

Thorough documentation helps with CRS reporting and ensures continuity if another staff member needs to follow up.

## Configuring Get Help options

The Get Help form displays configurable options that help residents categorize their requests. Common options include:

| Option                               | Typical requests                                              |
| ------------------------------------ | ------------------------------------------------------------- |
| **Flood risk information**           | General questions about property flood risk and local hazards |
| **Site visit request**               | Requests for staff to visit and evaluate the property         |
| **Flood insurance questions**        | Information about flood insurance requirements and options    |
| **Property purchase inquiry**        | Due diligence questions from prospective buyers               |
| **Construction/renovation guidance** | Questions about building requirements in flood zones          |
| **Mitigation grant information**     | Information about available grants and assistance programs    |
| **Base Flood Elevation questions**   | Specific questions about BFE and elevation requirements       |
| **Other**                            | Any other questions or requests                               |

<Tip>
  Work with your Customer Success Manager to customize help options based on the most common requests your office receives. Well-organized categories make it easier to route and respond to requests.
</Tip>

## Notifications

Configure notifications to alert staff when new Get Help requests arrive:

### Email notifications

* Receive email when a new log is created
* Include key details in the notification
* Route to specific staff based on help type

### Notification setup

Contact your Customer Success Manager to configure:

* Which staff members receive notifications
* Email templates and content
* Routing rules based on request type

## CRS documentation

Get Help logs support Community Rating System documentation:

### Activity 330 - Outreach Projects

Logs demonstrate your community's responsiveness to resident inquiries:

* Track the volume of flood-related questions
* Document response times
* Show community engagement with flood information

### Activity 350 - Flood Protection Data

Logs document that you provide flood information to residents:

* Record requests for flood zone data
* Track provision of elevation information
* Document inquiries about flood insurance

### Best practices for CRS

* Respond to requests promptly and document response times
* Add detailed notes about information provided
* Export log data periodically for CRS reporting
* Track metrics like average response time and request volume

<Note>
  Work with your CRS coordinator to ensure logs are documented appropriately for CRS credit. Your Customer Success Manager can help configure exports and reports.
</Note>

## Filtering and organizing logs

### Creating saved views

Create saved views to organize Get Help logs:

* **New requests** - Filter to unresolved logs from the public website
* **By help type** - Group logs by the type of assistance requested
* **By property** - See all logs related to specific properties
* **Response needed** - Filter to logs awaiting staff action

### Exporting log data

Export logs for reporting or analysis:

1. Filter the Logs table to the desired records
2. Click **Export**
3. Select export format (CSV, etc.)
4. Download the file

Exports are useful for CRS documentation, management reporting, and tracking request trends.

## What residents experience

Understanding the resident experience helps you respond effectively:

### Submitting a request

1. Resident visits your public website
2. From a property page or navigation, they select **Get Help**
3. They choose the type of help needed
4. They provide contact information and optional comments
5. They submit the request and see a confirmation

### After submission

* Residents see a confirmation message
* They receive no automatic updates unless you contact them
* If they have a public user account, the request does not appear in My Submissions (logs are separate from form submissions)

## Troubleshooting

<AccordionGroup>
  <Accordion title="Not receiving notifications for new logs">
    **Check:**

    * Notification settings are configured for Get Help logs
    * Email addresses are correct
    * Emails aren't going to spam

    Contact your Customer Success Manager to verify notification setup.
  </Accordion>

  <Accordion title="Logs aren't appearing in the table">
    **Verify:**

    * Your filters aren't hiding recent entries
    * You have permission to view logs
    * The public website Get Help feature is enabled

    Contact Forerunner support if issues persist.
  </Accordion>

  <Accordion title="Can't see property link on a log">
    **This occurs when:**

    * The resident submitted from the general Get Help page, not a property page
    * The property couldn't be matched

    Check the resident's comments for address information and manually link to the property if needed.
  </Accordion>

  <Accordion title="Help options don't match our needs">
    Contact your Customer Success Manager to:

    * Add or remove help categories
    * Reorder options by frequency
    * Customize option labels
  </Accordion>
</AccordionGroup>

## Related topics

* [Records overview](/records/overview) - Understanding record types in Forerunner
* [Accepting submissions](/public-website/accepting-submissions) - Managing form submissions from the public website
* [Public table views](/tables/public-views) - Sharing data with residents