What Is Form Routing?

When collecting information through a form, not every person who submits it needs the same next step.

Form routing automatically directs users to the most appropriate outcome based on the choices they make within the form. This creates a smoother user journey while reducing the need for manual follow-up.

✅ Why Form Routing Is Useful

Form routing is valuable because it ensures each exhibitor receives relevant and tailored information rather than a one-size-fits-all response.

Key benefits include:

• 🎯 Personalised next steps
  Instead of sending everyone to a generic thank-you page, users can be routed to content that matches their selection, such as:

  • Specific stand packages

  • Onboarding guidance

  • Renewal or upgrade options

• 📧 Targeted email confirmations
  Different confirmation emails can be sent depending on the options selected within the form, ensuring exhibitors receive information that is directly relevant to them.

• ⚙️ Reduced manual work
  Automating routing reduces the need for manual sorting, follow-ups, or clarification emails.

• 🧭 Improved user experience
  Users are guided immediately to the right place, creating a clearer and more professional journey.

🧩 Step 1: Add a New Form Stage

Start by adding a new stage to your form.

1. Open your form in the Back Office.

2. Select Create Stage at the top of the form.

3. Give the stage a relevant name.

Example:
A stage called “Budget Restrictions” is created for users who require additional questions.


 

🔁 Step 2: Set Up Routing

Once your new stage is created, configure routing rules.

1. Return to the main form stage list.

2. Select More → Edit Stage → Routing → Create New Routing.

3. Configure the routing:

   • Give the routing a title

   • Select the answer option(s) that should trigger the routing

   • Under “Upon completing this step of the form, direct the user to:”, choose the destination stage

Multiple Answers & OR Logic

When setting up routing, you can select multiple answer options on an OR basis.

This means:

• You can select two or more options

• If any one of those options is selected, the routing will trigger

This is useful when several answers should lead to the same next step.

Important:
Routing is only available on multiple-choice question types, such as:

• Dropdown

• Checkbox

• Radio button

Free text or open-ended questions cannot be used for routing.


 

🧭 Step 3: Create a Secondary Question or Completion Stage

Following the scenario above, users can be routed to a new section of the form based on their selection.

Option A: Route to a Question Stage

Use this when users need to answer additional questions.

1. Select Create Stage at the top of the form.

2. Enter a stage name and select Question Stage.

3. Add any relevant questions for this specific group of users.

Only users who meet the routing conditions will see this stage.

Option B: Route to a Completion Stage

If you want users to land on different completion messages, follow the same process as above but select Completion Stage instead of Question Stage.

When creating a Completion Stage:

• You will be prompted to add text content

• This text is displayed after the form has been fully submitted

• No additional questions are shown on this stage

This is useful when:

• Different users require different confirmation messaging

• You want to display tailored next steps or guidance

🔄 Multiple Routes & Advanced Scenarios

• You can create an unlimited number of stages

• Routing can be applied to multiple questions, not just one

• Different answers can lead to:

  • Different question stages

  • Different completion stages

  • Different confirmation emails

This enables highly flexible and personalised form journeys.

📝 Key Things to Remember

• Routing only works on multiple-choice question types

• Multiple answers can be grouped using OR logic

• Question Stages collect more information

• Completion Stages display confirmation text only

• Users only see stages relevant to their selections