How routing rules work

When someone submits a form, routing rules run immediately—before your team opens the inbox. Rules can evaluate the submission, set priority, trigger an AI draft, or send a first-touch email from a template when an address is present.

That means high-intent leads get flagged and a draft waiting, while low-signal spam can stay deprioritized without a human touching it first.

Form instructions tell the system how to read this specific form: what fields matter, what "good" looks like. Evaluation instructions guide an automatic pass that scores intent, priority, and a short summary you see in the conversation.

Tune evaluation for your funnel—demo requests might always rate higher than newsletter signups—so the inbox surface reflects what you care about.

Actions are the building blocks: send email (when the submitter left an address), AI draft (generate a reply grounded in knowledge), set priority (low through urgent). Each action supports conditions like "always," "has email," or "no email."

Stack actions in order: evaluate first, set priority for enterprise selections, draft a reply, and send a acknowledgment template—all without a manual checklist per submission.

Pair routing with first-touch email templates so prospects get a timely confirmation while your team reviews the AI draft. Pick a default template per form or override in a send-email action.

Templates keep tone on brand; routing makes sure the right template fires for the right segment.

Start simple—AI draft on every submission plus a thank-you email when an address exists. Watch a week of real traffic, then add priority rules for the field values that actually predict revenue.

Routing is per form, so your high-touch enterprise form can behave differently from a lightweight newsletter signup on the same site.