Introducing Form Routing Policies

As part of FormSmarts collaboration features, we’re introducing Routing Policies. Routing policies (or routing rules) allow you to change the destination email address of a form each time it is submitted, depending on certain criteria.

Until recently the only option was for each email subscriber to receive a copy of the notification message when a form is submitted. FormSmarts now also supports alternative behaviors.

User-Selected Recipient

With User-Selected Recipient, users select to whom the form response is sent from a list on the form.

For example, a company might want to allow its customers to submit both sales and customer support inquires online. Customers should be able to choose on the form whether their inquiry is sent to the sales or customer support department.

User-Selected Recipient: Online form recipient is selected by the user on the form


With Round-Robin, form entries are sent to email subscribers in turn, thus automatically sharing the workload between collaborators in a team.

In the example below, four customers are submitting the same online form. The form was set up for round-robin routing between two colleagues, Clare and David. The first time the form is submitted it’s sent to Clare, the second time it’s sent to David, then to Clare again, then to David again, and so on.

Round-Robin: Share the workload of responding to online inquiries between collaborators

Conditional Notification

A Conditional Notification rule allows you to choose whether to send an email notification based on the value of input fields or other conditions on the answer the user provides on a form.

This lets you filter form responses, sending only those that meet the conditions you've specified to someone in your team, while all responses (even those that were filtered out) are still available online and in Excel spreadsheets.

An example use of Conditional Notification during the COVID-19 pandemic is to make an employee screening questionnaire.

Setting Up a Form’s Routing Policy

This short video shows how to set up a routing policy.

To set up a routing rule:

  1. Visit the Forms Tab of the form builder and click on the icon showing a pen corresponding to the form you would like to edit
  2. In the drop-down list under Form Subscribers, check all email addresses that you would like to take part in the routing policy (participants)
  3. Save changes
  4. Click Change email routing policy and select the relevant policy
  5. Save changes

2 Responses to “Introducing Form Routing Policies”

This is a helpful feature, but what if a form user wants to contact multiple departments? Do they have to submit a new form?

Posted by: Cristina Lazard | Jul 30th, 2020 12:34 pm

Cristina, the User-Selected Recipient currently only allows a user to select one form recipient and contact one department. If your use-case involves users selecting multiple form recipients (departments), you will need to do this with a webhook (coding needed, but we can help.)

FormSmarts Posted by: FormSmarts | Aug 3rd, 2020 6:29 am

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