Posts Tagged ‘routing policy’
Conditional Notifications allow a form owner to choose when to receive an email notification based on the value of a field or other conditions on the answer the user provides on a form.
Let’s see how we can benefit from this feature in practice with two examples.
First, consider a questionnaire where we ask customers to rate and give feedback about their experience with various aspects of a service. We’re going to send out invitations for customers to take part in the survey and collect their responses on the cloud. When the survey period is over, we’ll generate an Excel report with the aggregated answers of all participants for analysis. In this scenario, there is clearly no point in sending an email for each and every form submission.
But we wouldn’t want to miss an opportunity to talk to a customer promptly if they indicate on the form they have unfulfilled needs or concerns to address. This is where Conditional Notifications come handy: we want to send an email notification to the Customer Support team only when a customer indicates they need to speak to someone.
We can define the Conditional Notification rule to send an email if a specific checkbox is checked as illustrated above, or when at least one aspect of the service is rated ‘Bad’.
When Should You Use Conditional Notification?
Online forms typically support one of two workflows:
- Form responses are collected “unsupervised” then the aggregated data set is processed or analyzed: this workflow relies on FormSmarts’ Excel report feature to generate a spreadsheet, it doesn’t involve email notifications
- Someone needs to attend to each and every form response, which is time-sensitive, must be processed individually and for which a reply must be sent to the submitter.
Conditional Notification allows FormSmarts members to add an exception to the first workflow by specifying a set of situations where a notification is sent, providing a bridge to the second workflow.
Rules can apply to any properties of a form response: value of input fields, type of form control (e.g. ‘radio button’), field ID, etc and may include logic operators, conditions, boolean operations,… to support a wide range of use-cases.
Second Example: A Screening Questionnaire
In the context of the current COVID-19 pandemic, an employee screening questionnaire provides us with another practical example of a situation where we can use a Conditional Notification to help screen employees prior to returning to work.
The screening questionnaire lists a number of questions describing COVID-19 symptoms to which employees have to reply by ‘Yes’ or ‘No’. All employees have to submit a screen questionnaire, but the sponsor of the questionnaire should only by notified by email if an employee replies ‘Yes’ to any of the screening questions.
When an employee submits their screening questionnaire, the Conditional Notification rule checks the value of all radio buttons on the form and sends a notification if at least one has the value ‘Yes’.
How to Set Up a Conditional Notification
To set up a Conditional Notification:
- Define a Rule: Conditional Notification rules are defined with a formal language for which there is currently no visual rules builder. Until we provide such a tool, contact Support with details of the precise conditions under which you want to receive an email notification so we set up the conditional notification rule for you. Please remember to provide us with the URL of the form.
- Enable conditional notifications: Once we’ve set up the rule for you, edit the form and tap Update email routing policy in the Submit Actions tab of the form builder. Select the Conditional Notification routing policy and save.
Other Email Routing Policies
By default, all destination emails you’ve set up for a form get a copy of every form response. You can change this behavior by setting a different email Routing Policy.
FormSmarts currently has the following Routing Policies:
- Multicast: Every email subscriber gets a copy of every form entry (default).
- User-Selected Recipient: User selects the recipient on the form. Typical use: sending customer inquiries to the relevant person or department.
- Round-Robin: Each subscriber receives form entries in turn. Typical use: sharing workload between collaborators.
- Conditional Notification: Only send a notification if conditions you’ve set on form data are satisfied.