When you publish an inquiry form, different types of questions arrive mixed together. Technical questions, sales inquiries, billing issues, general feedback. They all land in one inbox, and someone has to manually sort through them.
That manual sorting step is often the bottleneck in response time.
FORMLOVA's workflow feature can route responses automatically the moment they arrive, sending each category to the right team. This article walks through how to set it up.
What This Article Covers
- Create an inquiry form
- Set up category-based routing workflows
- Configure an auto-reply email
Workflow email actions require the Standard plan ($3.20/month) or above.
Step 1: Create an Inquiry Form
Tell the AI what you need in one sentence.
Create an inquiry form. I want to collect name, email address, inquiry category (Technical Support / Sales / Billing / Other), and the inquiry details.
FORMLOVA builds a draft with the right field types. The category field is set up as a dropdown or radio button.
For more on creating form drafts, see How to Create a One-Shot Form Draft.
Step 2: Set Up Category-Based Routing
With the form ready, describe the routing in chat.
Set up workflows for this form. If the inquiry category is "Technical Support" forward to tech-support@example.com. If it's "Sales" forward to sales@example.com. If it's "Billing" forward to billing@example.com. Include the inquiry details in each email.
FORMLOVA creates three workflows from this single message.
What Each Workflow Contains
Each workflow has the same structure:
Trigger: response.created (fires when a form response is submitted)
Condition: Evaluates the inquiry category field value
- Uses the
eq(equals) operator - One workflow per category value
Action: send_email
- To: The email address matching the category
- Subject: Reflects the inquiry content
- Body: HTML containing the respondent's name, email, and inquiry details
Workflows execute in real time. When a response is submitted, the condition evaluation and action execution happen immediately -- not on a cron schedule.
Handling "Other"
You can specify a fallback for unmatched categories.
For "Other" inquiries, forward to the default inbox at info@example.com.
This adds one more workflow with a condition for the "Other" value.
Step 3: Add an Auto-Reply
Set up a confirmation email for respondents alongside the routing.
Set up an auto-reply email for this form. Say "Thank you for your inquiry. A team member will get back to you shortly."
For details on auto-reply configuration, see How to Create and Customize Auto-Reply Emails.
Advanced: More Specific Routing Conditions
You can use any field value as a condition, not just the category.
Example 1: Route High-Urgency Inquiries Separately
Add an "Urgency" field (Low / Medium / High) to the form, then:
If urgency is "High", also forward to urgent@example.com.
Example 2: Route by Keyword
If the inquiry details contain "cancellation", also send to retention@example.com.
This uses the contains operator.
Example 3: Combine Conditions
If the category is "Sales" AND the company name field is not empty, forward to enterprise-sales@example.com.
Multiple conditions per workflow are evaluated with AND logic.
Available Condition Operators
For reference, here is the complete list of operators available in workflow conditions.
| Operator | Meaning | Example |
|---|---|---|
eq | Equals | Category is "Technical Support" |
neq | Not equals | Category is not "Other" |
gt | Greater than | Rating above 3 |
gte | Greater than or equal | Rating 4 or above |
lt | Less than | Rating below 3 |
lte | Less than or equal | Rating 2 or below |
contains | Contains | Details contain "cancellation" |
not_contains | Does not contain | Details do not contain "test" |
is_empty | Is empty | Company name not provided |
is_not_empty | Is not empty | Phone number provided |
Available Workflow Actions
Beyond email routing, workflows support these action types:
| Action | Description | Plan |
|---|---|---|
| send_email | Send email to respondents or team members based on conditions | Standard+ |
| update_field | Update form settings (publish status, capacity, deadline) | All plans |
| webhook | POST data to an external URL | All plans |
The webhook action lets you connect to Slack Incoming Webhooks, n8n, or other external services directly from a workflow.
Webhook + CRM Field Mapping
The webhook action can be combined with FORMLOVA's field mapping feature.
When an inquiry comes in, send the data to HubSpot via webhook. Map name to firstname, email to email, and company to company.
When a mapping ID is specified, response data is transformed to match the CRM's field structure before being sent.
Why This Matters
Zero manual sorting. Responses reach the right team the moment they arrive. Nobody needs to monitor an inbox and forward messages.
Faster first response. Technical issues go directly to support without passing through the sales inbox first.
One sentence to configure. No workflow builder UI to navigate. Describe what you want in natural language and FORMLOVA sets it up. Changes are just as simple -- one sentence in chat.
Easy to modify later. "Actually, send billing inquiries to billing-urgent@example.com instead" -- and the workflow is updated.
Workflow email actions require the Standard plan ($3.20/month) or above.
