The routing feature allows you to create dynamic forms that adapt to user input. You can "control the visibility of form items" during the response process or "set up specific actions" to trigger after the form is submitted.
The “Conditional Routing (Targeted Questions)” and external form integration features explained in this article are available on the Business plan and above.(*The routing feature itself (such as setting the destination page after form submission) is available on the Team plan and above.)
Customers who currently have a Pro or Team plan subscription can continue to use the conditional routing feature.
There are two types of routing settings:
Form Item Visibility Rules (During Response)
Show or hide specific questions based on how a guest answers previous questions.
Example: Only display the "Preferred Service Plan" field if a guest selects "Yes" for "Would you like a demo?"
Post-Response Actions (After Completion)
Execute different actions upon form completion based on the responses, such as displaying a specific booking page, showing a custom message, or redirecting to an external URL.
Settings Location: Edit Form > Routing
Form Item Visibility Rules
You can dynamically show or hide questions based on form responses. By branching items automatically, you can reduce guest effort and collect more accurate information.
Configurable Conditions (IF)
Conditions can be set based on the following question types:
Radio buttons (single selection)
Checkboxes (multiple selection)
Dropdown (single selection)
Operators
Operator | Description |
Equals | When a specific option is selected |
Does not equal | When any option other than the specified one is selected |
Contains | (For checkboxes) When a specific option is included among multiple selections |
Does not contain | (For checkboxes) When a specific option is not included |
Combining Conditions
AND: Triggered only when all conditions are met.
OR: Triggered when any one of the conditions is met.
Actions (THEN)
Show: Displays the target question.
Hide: Hides the target question.
Setup Example
To display "Preferred Service Plan" only when "Would you like a demo?" is answered "Yes":
Condition: "Would you like a demo?" Equals "Yes"
Action: Show "Preferred Service Plan"
※Text, date/time selection, and file upload fields cannot be configured via actions.
Post-Response Actions
When a guest completes the form, the system evaluates conditions from top to bottom and executes the first matching action.
Change the booking page based on responses
Direct guests to the most relevant scheduling page to streamline the booking process.
You can now choose how the post-submission action (Booking Page) is displayed.
When you select Booking Page as the post-submission action in a form, you can choose a display method.
There are two display methods:
Redirect: After the form is submitted, the user is redirected to the booking page.
Popup: The booking page is shown as a popup on the form completion screen.
Setup Steps
Open Edit Form > Routing.
In Post-submission action, select Booking Page.
In Select booking page, search for and choose the destination booking page.
In Display Method, choose Redirect or Popup.
Save the settings, then submit the form to verify the behavior.
Behavior Differences
Redirect: Use this when you want users to proceed directly to the booking page after submission.
Popup: Use this when you want to keep users on the completion screen and show the booking page in place. Users can close the popup with the close action.
Notes
Route conditions are evaluated from top to bottom, and only the first matching route is executed.
Display Method is available only when the action is Booking Page.
If no display method is set in existing settings, it is treated as Redirect.
If you embed the form on a service that runs pasted code inside a separate frame (iframe) from the page, such as STUDIO, Redirect opens the booking page inside that frame and does not switch the whole page. In that case, choose Popup, or place a link to the form URL instead of embedding the form.
Only booking pages that the person editing the form belongs to as a host or a member to be notified can be selected as the destination. To use another member’s booking page as the destination, ask a member of that booking page who can edit the form to set up the routing, or add yourself to that booking page as a host or a member to be notified (as a member to be notified, you will receive notifications for its bookings). You can also enter the booking page URL with External URL Redirect, but in that case the form answers are not carried over to the booking page.
Display a custom message on the completion page
Show a tailored "Thank You" message based on the input.
Redirect to an external URL
Automatically send guests to an external site (e.g., a white paper download or a specific landing page).
Notification emails when routing to a booking page
When a form routes respondents to a booking page after they respond, emails are sent at the moment the form is submitted if the following settings are on. When the booking is then confirmed, the booking page sends its own emails as well. Both settings are on for newly created forms.
Receive response completion email: the email sent to the form’s members (hosts) when the form is submitted
Sending confirmation email to guests: the email sent to the guest when the form is submitted
If you do not need the emails sent at form submission, turn these settings off under “Workflow” in the left menu of the form editor and save. Emails sent when the booking is confirmed continue to follow the booking page’s settings.
*“Send a confirmation email to guests”, shown under “Workflow” in the left menu, refers to the guest email. To check the host email setting, “Receive response completion email”, open Workflow.
UTM Parameters
By adding UTM parameters to your form link, you can pass these values through to the routing destination page.