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Folder Routing

By default, every new form submission arrives in your Inbox folder. If you want it somewhere else, you have to move it there yourself.

Folder Routing does that filing for you. It sends each incoming submission straight to a folder you choose, based on what the respondent entered on the form. You set the rules up once in Form Settings, and from then on every new submission lands in the right folder on arrival.

This is useful when a single form serves several workflows: one intake form used by three departments, a request form where urgent cases need to be seen first, or a consent form whose signed and declined responses are reviewed by different people.

Folders come from the Inbox

Folder Routing does not create folders. It assigns submissions to folders that already exist. Create your custom folders first in the Inbox: find the Custom Folders section in the left navigation and click the + button next to it. When you return to Form Settings, the new folders will appear in the dropdowns on this page.

Where to find it​

Path: My Forms → Form Settings (gear icon) → Folder Routing

Folder Routing is configured per form. If you want the same filing behavior on several forms, set it up on each one.

Enabling Folder Routing​

  1. Go to My Forms and click the Form Settings icon for the form you want to configure.
  2. Select Folder Routing from the left menu.
  3. Check Enable Folder Routing.
  4. Choose a Default Folder.
  5. Click Save.

Once enabled, a Default Folder is required. Routing Rules are optional: a form with a default folder and no rules simply sends every submission to that one folder.

Folder Routing settings with Enable Folder Routing checked and the Default Folder dropdown open, listing custom folders and the system folders Inbox, Archive, Spam, and Trash

Default Folder​

The Default Folder is the fallback. Any submission that does not match a routing rule is filed here.

The dropdown lists your custom folders along with the system folders: Inbox, Archive, Spam, and Trash. Most practices keep Inbox as the default so that anything unmatched stays visible in the normal review queue.

Choosing Archive, Spam, or Trash

These folders sit outside your day-to-day Inbox view, so submissions routed there are easy to overlook. Use them deliberately, for example sending test submissions to Trash, and never as a default while you are still testing your rules.

Routing Rules​

Routing Rules define the exceptions to the default. Each rule pairs a destination folder with one or more conditions based on form field values.

Rules are evaluated top to bottom. The first rule whose conditions are met wins: the submission is filed in that rule's folder and the remaining rules are skipped. If no rule matches, the submission goes to the Default Folder.

Folder Routing Routing Rules section showing a rule with Assign to Folder, an AND/OR Logical Operator, and a condition row made up of Form Field, Condition, and Value

Building a rule​

  1. Click Add Routing Rule.
  2. In Assign to Folder, choose where matching submissions should go.
  3. Select a Logical Operator:
    • AND: every condition in the rule must be true.
    • OR: any one condition being true is enough.
  4. Fill in the condition row:
    • Form Field: the field whose answer is being checked. Fields are listed by label with their Unique Name, for example Single Choice - ${radio_1}.
    • Condition: the comparison to apply, such as Equal.
    • Value: the answer to match. For choice fields, the dropdown lists the options defined on that field.
  5. To add another condition to the same rule, click the + button below the condition row.
  6. Click Save.

Reordering and removing rules​

  • Use the up and down arrows on the left of a rule to change its position. Because evaluation stops at the first match, order determines which rule wins when a submission satisfies more than one.
  • Use the trash icon at the top right of a rule to delete the whole rule, or the smaller trash icon on a condition row to remove just that condition.
Put the most specific rule first

A rule matching on two conditions should sit above a broader rule that matches on one of them, otherwise the broader rule will claim the submission first and the specific one will never run.

Example​

A single intake form is used by three departments, and anything marked urgent needs to be reviewed the same day.

Rule 1 Assign to Folder: Urgent Review Logical Operator: AND

  • Priority is equal to Urgent

Rule 2 Assign to Folder: Cardiology Intake Logical Operator: AND

  • Department is equal to Cardiology

Rule 3 Assign to Folder: Dermatology Intake Logical Operator: AND

  • Department is equal to Dermatology

Default Folder: Inbox

An urgent cardiology submission matches Rule 1 first and is filed in Urgent Review. A routine cardiology submission falls through to Rule 2 and lands in Cardiology Intake. A submission from any other department matches nothing and stays in the Inbox.

What Folder Routing does and does not affect​

Folder Routing runs when a submission is received, and it only changes which folder holds the submission.

It does not:

Existing submissions stay where they are

Rules apply to new submissions only. To file submissions you already have, move them manually from the Inbox: select them with the checkboxes and use Bulk Actions → Move to Folder → Apply.

Folder Routing or Tags?

Folder Routing and Tags both act on a new submission based on the answers the respondent gave, and both are configured with the same style of conditional rules, so they are easy to mix up.

The difference is what each one changes. Folder Routing decides where a submission lives: it goes to exactly one folder, and the first matching rule wins. A tag instead labels a submission where it is, and one submission can carry several tags at once.

They work well together. Let Folder Routing file a submission with the team that owns it, then use tags to track its status inside that folder, for example from New to Completed.

Troubleshooting​

The folder I want isn't in the dropdown​

The folder doesn't exist yet. Go to the Inbox, find the Custom Folders section in the left navigation, click the + button next to it to create the folder, then reload Form Settings.

Submissions are all landing in the Default Folder​

The rules aren't matching. Check that:

  • The Value in the rule matches the option value on the form exactly. If you renamed or edited a choice option after writing the rule, re-select the value.
  • The rule references the field the respondent actually filled in. Forms with similar duplicate fields are easy to mix up.
  • A rule using AND isn't requiring conditions that can't both be true at once.
  • You clicked Save after your last edit.

A submission went to the wrong folder​

More than one rule matched and a higher rule claimed it. Review the rule order and move the more specific rule above the broader one.

Submissions have disappeared from the Inbox​

Check whether a rule routes to Archive, Spam, or Trash, and check your Default Folder. Open the folder in the Inbox left navigation to confirm.

A team member can't see routed submissions​

Folder Routing doesn't change access control. Visibility still depends on the user's role and permissions and their assigned Locations.

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