Routing your form interactions

You can route your interactions by choosing conditions and deciding what to jump to next.

Figure 1: Route to interactions based on rules

You can get really specific about the routing logic you want. The logic can depend on how your visitor answers the current question or a previous one. You can also base the logic on a contact field already saved to their contact record (for instance, the Company size field).

Learn more about contact fields

How does routing work? 

You can route your interactions by choosing conditions and deciding what your visitors should see next. Either create your next interaction as you route to it OR route to an interaction you've already created.

You can route to the next interaction in two different ways:

  • Always route to specific interaction
  • Route to interactions based on rules

If you route based on rules, you have three options:

  • Route based on this interaction's answer
  • Route based on a previous answer
  • Route based on a contact field (for example, their company or team size)

How can routing be used? 

Qualify a website visitor as they fill out the form

To keep your team working efficiently, you may not want to meet with every website visitor, but may place high value on scheduling a meeting with qualified visitors. You can ask targeted questions in your form, routing them either to interactions that do not offer scheduling if you determine this is suitable, or to a scheduling or live chat interaction if they do qualify to meet with your team, based on your criteria. 

Set the path for the form interactions

You can provide the most optimal experience for a specific website visitor by routing them to the right interactions. This can be based on the options the website visitor selected in a previous or current interaction, or based on information you may already have about them.

Routing options

Your routing rules allow you to specify what happens next in your form. Which interaction does your visitors see after this one? This may depend on their answer to this interaction or a previous one, or based on who they are (a saved contact field).

The interaction you route to next can be one you've already created or you can create it on the spot as you route to it.

You have multiple routing options: 

  • Always route to a specific interaction: If you always want them to see a specific interaction next, no matter the audience's answer, choose this option.
  • Route to interactions based on rules: If you'd rather send them down one interaction path if they answer a question a certain way, or another path if they answer differently, select this option. You can base this on:

Remember, you cannot route the End action to another interaction.

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