What Makes Smart Routing So Smart?

Written by Laura Thrasher on May 14, 2014

Posted in Form Optimization

Update: Formstack changed the name of this feature from Smart Routing to Data Routing on September 2, 2014. The Data Routing features allows you to activate Routing Logic and Email Logic.

If you have been around Formstack for a little while, then you may have noticed the term “Smart Routing.” But do you know what it is and how it can save you time? Let’s take a quick look at this feature, which will help you build smarter forms in just a few steps.

What is Smart Routing?

Smart Routing makes actions occur automatically based on how a user fills out a form. Put simply, it’s a way to ensure that if one thing happens on your form, then another thing follows.

Let’s say you have a job application on your website. When you build the form, you set up smart routing for notification emails that go to your staff. The form includes the question, “Which department are you interested in?” If an applicant selects “Marketing,” then a notification email is sent to Mary in the marketing department. But if the applicant selects “Customer Service,” then a notification email is sent to Chris in customer service. Smart routing creates an automatic system of “If a person chooses Marketing, then send an email to Mary. If a person chooses Customer Service, then send an email to Chris. You can use smart routing with checkboxes, radio buttons, select lists, and number fields.

What Are Some Cool Things I Can Do With Smart Routing?

1. Filter who receives notification emails
A notification email is sent to someone on your team when a user submits a form. Go to Settings > Emails & Redirects. Click the green plus sign and build your email; you can set up who should receive the email and what data the message should include. Click on “Use Smart Routing” and you will be able to establish the routing criteria.

If your office has two people in charge of hiring—Franny for full-time and Paula for part-time—you can use smart routing to speed up your job application process. Since Franny is in charge of full-time hires, you can create a notification email to be sent to Franny if an applicant selects “Full Time.” Then, you can build a separate notification email so that if an applicant chooses “Part Time,” a notification email will be sent to Paula.

The Smart Routing: “If a person selects full-time, then send an email to Franny. If a person selects part-time, then send an email to Paula.”

2. Filter who receives confirmation emails
Confirmation emails are sent to the user who submits your form. Go to Settings > Emails & Redirects and click on the green plus sign next to confirmation emails. This allows you to create a customized email that is sent to a user when he or she submits a form. If you would like different confirmation emails sent based on how they fill out the form, click “Use Smart Routing.”

For example, if the user selects they are making a complaint in a contact form, you can send an apologetic confirmation email that promises your swift response to their message. On the other hand, if a user selects that they need technical support, you can send a confirmation email that promises a response by your technicians within 24 hours.

The Smart Routing: If a person selects complaint, then send them an apology email. If a person selects tech support, then send them a “we’ll be with you shortly” email.

3. Redirect people based on how they fill out your form
If you set up your form to process multiple payment types (for example, PayPal, credit card, or check), you may want to use smart routing to redirect users based on their payment choice. Go to Settings > Emails & Redirects; go to “After the Form is Submitted” and click on “Click here to change.” Here you can add a custom message to display after a form is submitted or establish a redirect. For example, if a person selects “Pay by Check,” you can display a custom message that shows your mailing address and payment instructions. If a person selects, “Pay by credit card,” you can choose to send the data to a third party, like your preferred payment processor integration.

The Smart Routing: If a person selects pay by check, then send them to a page with our mailing address. If a person selects pay by credit card, then send them to PayPal.

Try Smart Routing Today!
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