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A routing form is a pre-booking form that helps direct customers to the right booking page before they schedule an appointment. It collects information from customers and evaluates their responses to automatically route them to the most appropriate booking page. This is ideal for businesses that offer multiple services or locations, helping customers reach the right booking page quickly while improving scheduling accuracy and provides a more personalized booking experience.

1. How routing forms work

• Booking page – Route customers to the appropriate booking page so they can schedule the right event type/service with the right staff or resource.
• External URL – Redirect customers to an external website for the next step in the process.
• Custom message – Display a personalized message with instructions or additional information instead of redirecting customers.

1.1 Routing logic

• Reason for visit = Orthopedics AND Patient type = New → Direct the patient to the New Patient Orthopedics booking page.
• Reason for visit = General OR Visitor type = Medical representative → Direct the visitor to the Front Desk booking page.
  

1. Click the Admin Center icon and select Routing Forms under Organization.
   
   
2. Click New Routing Form. The Create Routing Form pop-up will be opened.
   
   
3. Enter a form name in the Create Routing Form pop-up and Click Create.
   
   
4. Click +Add Field in the Form tab to create fields that collect customer information for routing.
   
   
5. Add the required fields to collect customer information using the +Add Field button in the top-right corner of the Form tab. The added fields appear under the Fields section.
   
   
6. Provide the label for the form submission button in the Button section.
7. Click + Add Logic in the Logic tab to define routing logic based on customer responses. 
   
   
8. Configure the routing logic based on form field values:
   
1. Define the If condition by selecting a form field, choosing the appropriate operator, and specifying the required value.
   Note: Available operators vary by field type and may include options such as equals, contains, greater than, before, domain is, and is empty.
   
2. Select AND or OR if you want to combine multiple criteria to the if condition.
   
1. AND: All conditions must be met.
2. OR: At least one condition must be met.
3. Click + Add condition to add more If conditions to the routing logic.
   
4. Select AND or OR to combine multiple If conditions.
   
5. Define the Then action by selecting a destination under Route to.
   
   
6. Choose one of the following routing destinations:
   
1. External URL: Redirect customers to an external website or webpage.
2. Custom Message: Display a custom message to customers after they submit the form.
3. Booking Page: Click the dropdown to choose the event type to direct customers to a required booking page.
   
9. Click Save to apply the changes.
   
10. Click + Add Logic to configure multiple logics for the routing form.
    
    
11. Select a destination under Otherwise, Route to for customers whose responses do not match any of the configured logics.
    
    
1. Choose one of the following fallback destinations:
   
1. Booking Page: Click the dropdown to choose the event type to direct customers to a required booking page.
   
2. External URL: Provide any URL to redirect customers to a default external website or webpage.
   
3. Custom Message: Provide the custom message to be displayed when no conditions are met.
   

3. What to expect after creating a routing form

• Submitted On – Displays the date and time when the form was submitted.
• Result – Shows the routing outcome generated based on the customer's responses, such as a booking page, custom message, or other configured destination.
• View – Opens the complete response details, allowing you to review the answers provided by the customer and the resulting routing action.
  

4. Manage routing forms

The Routing Forms list displays all the created forms along with key details such as the Form Name, Created By, Responses, and Share status. You can use the option icon  next to a form to manage its settings. These actions allow you to update form settings, copy the form, view responses, control form availability, delete forms, and perform other form-related tasks from a single place.

 

4.1 Share a routing form

You can share the routing form directly with the customers or use routing forms on websites to guide customers through a personalized scheduling experience before they reach a booking page.

To share routing form

1. Navigate to the Routing Forms under Organization in the Admin Center.
2. Click Share adjacent to the required routing form.
3. Copy and share the URL with customers or embed it on your website.
   

4.2  Edit a routing form

1. Navigate to the required routing form and click the option  icon.
2. Click Edit.
   
   
3. Make the required changes and save the form.
   
   

4.3 Copy a routing form

1. Navigate to the required routing form and click the option  icon.
   
2. Click Make a copy. A pop-up box will be opened.
   
3. Provide a name for the duplicating routing form and click Copy.
   
   The routing form will be duplicated successfully and can be shared with your customers.

4.4 View routing form responses

1. Navigate to the required routing form and click the option  icon.
   
2. Click View Responses.
   
3. Review the submitted responses.
   
4. Click View to see the form entries of the response.
   

4.5 Mark a routing form as active or inactive

1. Navigate to the required routing form and click the option  icon.
2. Click Mark as Active or Mark as Inactive.
   

4.6 Delete a routing form

1. Navigate to the required routing form and click the option  icon.
2. Click Delete.
   
3. Confirm the deletion.
   

Note: Deleting a routing form is permanent and cannot be undone.

FAQ