Support How-To: Smart Routing and Conditional Direction

Written by Amy Jorgenson on January 11, 2013

Posted in Form Hacks

So, what is this “Smart Routing” concept? In simple terms, Smart Routing is the automated conditional direction and flow that comes into play upon submission of the form.

Smart Routing can be applied to Notification and Confirmation Emails as well as Submit Actions – all found in the Settings > Emails & Redirects tab. We’ll tackle each separately.

Notification Emails
You may need to create several different notification emails that go to different individuals based on selections made on the form. For example, if you are using a registration form to capture registrations for different, unrelated events and sessions it would be helpful to route each submission to the appropriate individual on your end that is handling each particular event. This can really simplify the coordination and organization process for you. Say Sally signs up for the 5 mile race. Bob, your co-worker who’s handling the marathon registrations, doesn’t need to see Sally’s registration. Rather, you can set up the Notification Email to send 5 mile race registrations to when the following Smart Routing is applied:

Send Email if ALL of the following match:

Event Type (field form your form) IS 5 Mile Race (selection made on form)

You can apply more than one “condition” if you need more specific Smart Routing. Using the same example above, say Jill just got a new partner that is handling 5 mile race registrations in the month of June and while Jill is handling the 5 mile race registrations in July. That Smart Routing for Jill’s Notification Email would look like this:

Send Email if ALL of the following match:

Event Type (field form your form) IS 5 Mile Race (selection made on form)

Event Date (field form your form) IS July (selection made on form)

That way, Jill would get the registration submission if someone opted to register for the 5 mile race in July. It is important that we don’t use “ANY” here because Jill doesn’t need to receive all registrations for the month of July or all registrations for the 5 Mile Race. She needs to receive registrations for both conditions as a whole. You would use “ANY” in a circumstance where the individual receiving the notification email needs to receive it if either condition occurs, not both simultaneously.

Confirmation Emails
This is basically the same concept as using Smart Routing with Notification Emails, except that it is set up based on the submitter’s interest indicated on the form when custom messages may need to be created geared towards these selections. Sticking with the race registration example, you may want to create a custom confirmation email message regarding the preparation and training schedule for those running a marathon and a separate one for those running a 5 mile race since these schedules will be very different. So, the Smart Routing would still look like this:

Send Email if ALL of the following match:

Event Type (field form your form) IS 5 Mile Race (selection made on form)

— OR —

Send Email if ALL of the following match:

Event Type (field form your form) IS Marathon (selection made on form)

But not both.

That way, Toby, who registered for a marathon, will get specific information related to the marathon and not other unnecessary information about other events he is not participating in. Setting Smart Routing up on your Confirmation Emails really helps to streamline communication with submitters.

Submit Actions
You can apply Smart Routing to Default and Custom Messages (that appear upon submission of form), External URL redirects, the sending of data to external applications (webhooks), and the occurrence of integrations.

Some reasons you may need to control your Submit Actions:

1. You want to display different messages upon submission based on selections made on the form

2. You want to redirect individuals to different sites based on interests indicated on the form

3. You only want to pass along data to a third party database (via webhook) for individuals that meet certain criteria indicated on the form

4. You have multiple payment options

The biggest reason I see for using Smart Routing on a Submit Action is when multiple payment options are offered on a form. If you don’t have different payment options set up on your form yet you could use a Radio Button, Select List,  or Checkbox field to allow individuals to choose their payment method. I prefer to use a Radio Button field because it only allows for one selection. You would need to add the different types of payment methods as the options. It would look like the photo to the right.


You HAVE to set up Smart Routing on your payment processor Submit Actions (Settings > Emails & Redirects tab) in order to accept multiple methods of payment that include a payment processor integration.

Therefore, your Smart Routing on your payment processor Submit Action would look like this:

Perform action if ALL of the following match:

Choose Your Payment Method (field form your form) IS Credit Card (selection made on form)

That way, upon submission, the payment processor would not run unless credit card was selected as the payment method.

*It is important to note that you cannot set more than one redirect Submit Action (or a Default/Custom message with a payment processor redirect – PayPal Standard and Google Checkout) to occur at the same time UNLESS they are separate actions set to occur in different instances based on Smart Routing.

So…take control and conditionally direct, or Smart Route, your form data and form actions!

Featured Photo credit: tm-tmFoterCC BY-SA