Routing Responses to the Right Team

Overview

Collecting responses is only half the job — they have to reach the right person. StretchForms attaches routing metadata to each form so responses are directed to the correct destination app, team, and workflow. This guide explains the routing options and how to configure them.

The routing building blocks

Each form carries:

• Target app — the StretchSuite app the responses are meant for (for example, messaging).
• Default team — the team that owns responses by default.
• Routing mode — how responses are handled once they arrive.
• Priority weight — which forms (and therefore routes) are evaluated first.

Routing modes

Choose the mode that matches how your team works:

• Manual review (default) — responses land in the inbox and a person triages and assigns them. Safest and most flexible.
• Team route — responses are directed to a specific team automatically.
• App handoff — responses are handed to a destination app's workflow.
• Dry-run algorithm route — the Intelligence engine recommends a route, but it's applied by a person, not automatically. Use this to evaluate automated routing before trusting it.

Automation is deliberately conservative. Scoring like CRM handoff and support prioritization runs in dry-run only, and StretchForms never mutates a record on its own. You stay in control.

Configure routing on a form

1. Open the form and go to its routing settings.
2. Set the form type to something meaningful — this both categorizes the form and drives automatic routing for contact/quote types.
3. Choose a routing mode (start with Manual review).
4. Set a default team so unassigned responses have an owner.
5. Optionally set a target app if responses should be handed to a specific app.
6. Set a priority weight so important forms route first.
7. Save.

Automatic contact and quote routing

StretchForms recognizes intent from the form's type, key, and title. If any of them indicate a contact or quote form, StretchForms automatically:

• sets the target app to Messaging,
• sets the default team to Submissions, and
• keeps the routing mode at manual review unless you choose otherwise.

Those responses appear in Messaging › Submissions so your team can reply in one place. See Collecting contact and quote requests for the full workflow.

Example

A B2B company runs three forms:

1. Sales inquiry (type contact) — auto-routed to Messaging › Submissions, team Submissions, priority 80.
2. Support request (type support-request) — routing mode Team route, default team Support, priority 70.
3. Newsletter signup (type newsletter) — routing mode Manual review, priority 20.

Sales inquiries and support requests surface at the top and reach the right team immediately; newsletter signups sit lower and are reviewed in batches.

Tips

• Start manual, then automate. Run Manual review or Dry-run to watch where responses would go before switching to Team route or App handoff.
• Set a default team on every form so nothing is ever ownerless.
• Use priority weight to reflect business value — put revenue and urgent forms first.
• Name form types deliberately — for contact/quote intent, the automatic Messaging route saves you configuration.

Troubleshooting

Responses aren't reaching a team. Confirm the form has a default team and the routing mode isn't left on Manual review when you expected automatic routing.

A contact form didn't route to Messaging. The auto-route triggers on contact/quote intent in the type, key, or title. Rename the type to include contact or quote, or set the target app to Messaging manually.

The engine recommends a route but nothing happens. That's expected in Dry-run mode — recommendations are applied by a person. Switch to Team route or App handoff when you're ready to automate.

FAQ

Can one form route to multiple teams? A form has a default team, and routes plus the inbox let you assign to others during triage.

Does routing change the response data? No. Routing directs where a response goes; it never edits the response.