Routing forms and rules

Send people to the right appointment or person, and run automatic steps when bookings change.

Routing forms and workflow rules need Professional or up.

Routing forms

A routing form asks a question or two before the booking page, such as "What do you need help with?", then shows the right appointment or person.

1. Go to Routing forms and click + New form.
2. Give it a Name, and a few words above the questions if you like.
3. Under Questions, click + Add. Write the question and its choices, one a line. You need at least two choices, and you can have up to 8 questions.
4. Under Where each answer goes, click + Add for each answer. Choose the question, type the answer exactly as you wrote the choice, then choose an appointment and a person, or enter a web address.
5. Set When nothing matches: an appointment, all appointments or a web address.
6. Click Save.

The first match wins, so put the most specific rules first. Add your questions before your rules, as each rule picks from the questions on the page.

On the list, Open shows the form, and you can copy its address from there to share. The switch turns it off. The count shows how many people answered it.

Renaming a form keeps its address, so links you already shared go on working.

Workflow rules

A workflow rule does something by itself when a booking changes. Go to Settings > Workflow rules and click + New rule.

Choose When:

• A booking waits for approval
• A booking is confirmed
• A booking moves to a new time
• A booking is cancelled
• A booking is completed
• A customer doesn't come
• A booking is paid
• A refund is approved

Then choose what to Do:

• Tell someone (bell + email) - the booking's host, workspace admins and admins, admins, or one person
• Email an address
• Call a web address

Write a Message using {customer}, {appointment}, {when}, {staff}, {number}, {status} and {link}. The list shows how many times each rule ran.

For example: "When a booking is cancelled, tell the host", or "When a customer doesn't come, email the owner".

To connect your own software with keys and signed webhooks, see Settings.