Workflow Routing

Workflow Routing automatically sends submissions to the right place based on what people answer. No manual sorting. No missed leads. Everything goes where it should.

Why Use Routing?

Without routing: Every submission lands in one pile. Someone has to manually review and assign each one.

With routing: High-priority requests go to senior staff instantly. Support tickets route to the right department. Qualified leads jump to the front of the queue.

How It Works

1. Someone submits your IntakeBot
2. ioZen checks your routing rules
3. The first matching rule triggers
4. A card is created on the right board and phase
5. Your team gets notified

Creating Your First Rule

Step 1: Open Routing Settings

1. Go to your FlowApp
2. Click the Workflow tab
3. Click Add Rule (or “Connect Workflow with AI” to generate rules automatically)

Step 2: Name Your Rule

Give it a clear name that describes what it does:

• ✅ “Route urgent requests to Priority queue”
• ✅ “Send enterprise leads to Sales team”
• ❌ “Rule 1” (not descriptive)

Step 3: Set Conditions

Choose which field to check and what to look for.

Example conditions:

If this field…	Is…	Value
Priority	equals	Urgent
Budget	greater than	$10,000
Company Size	is one of	Enterprise, Mid-Market
Service Type	contains	Consulting

Step 4: Choose the Destination

Select:

• Board: Which Process Board receives the card
• Phase: Which column/stage it starts in
• Priority (optional): Low, Medium, High, or Urgent

Step 5: Save and Test

Click Save, then use the Test Rules button to verify your routing works as expected.

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Condition Types

Different field types support different conditions:

Text Fields

• equals / not equals
• contains / not contains
• starts with / ends with
• is empty / is not empty

Example: Route all submissions where “Company” contains “Agency” to your Agency board.

Number Fields

• equals / not equals
• greater than / less than
• between (range)
• is empty / is not empty

Example: Route quotes over $50,000 to your Enterprise pipeline.

Select Fields (Dropdowns)

• equals / not equals
• is one of / is not one of
• is empty / is not empty

Example: Route “Service Type = Website Design” to your Web team.

Multi-Select Fields

• contains any of
• contains all of
• is empty / is not empty

Example: Route submissions that include both “Branding” AND “Website” to your Full-Service board.

Yes/No Fields

• is true
• is false

Example: Route “Urgent Request = Yes” to your Priority queue.

Date Fields

• equals / before / after
• between (date range)
• is empty / is not empty

Example: Route events with dates within 2 weeks to your Rush board.

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Combining Conditions

AND Logic (All must match)

Route only when ALL conditions are true:

Rule: “High-value urgent requests”

• Budget is greater than $10,000 AND
• Priority equals Urgent

OR Logic (Any can match)

Route when ANY condition is true:

Rule: “VIP clients”

• Company contains “Enterprise” OR
• Previous Customer equals Yes

Nested Conditions

Combine AND and OR for complex logic:

Rule: “Qualified leads”

• Budget is greater than $5,000 AND
• (Timeline equals “This month” OR Priority equals “High”)

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Real-World Examples

Example 1: Support Ticket Triage

Goal: Route support tickets to the right team automatically.

Rule	Conditions	Destination
Billing Issues	Category = “Billing”	Billing Team → New
Technical Bug	Category = “Bug Report”	Engineering → Triage
Feature Request	Category = “Feature Request”	Product → Backlog
Urgent Issues	Priority = “Urgent”	Support Lead → Urgent
Default	(no conditions)	General Support → Inbox

Tip: Put more specific rules first. “Urgent Issues” should be above general category rules.

Example 2: Lead Qualification

Goal: Separate hot leads from nurture leads.

Rule	Conditions	Destination
Enterprise Hot Lead	Company Size = “Enterprise” AND Timeline = “This quarter”	Sales Team → Hot Leads
Enterprise Nurture	Company Size = “Enterprise” AND Timeline = “Next year”	Marketing → Nurture
SMB Ready to Buy	Budget > $1,000 AND Timeline = “This month”	Sales Team → SMB Pipeline
Not Qualified	Budget < $500	Marketing → Newsletter
Default	(no conditions)	Sales → Review

Example 3: Quote Request Routing

Goal: Route quotes by service type and value.

Rule	Conditions	Destination
Large Web Project	Service = “Website” AND Budget > $20,000	Senior Dev → Discovery
Small Web Project	Service = “Website” AND Budget ≤ $20,000	Junior Dev → Quotes
Branding Project	Service = “Branding”	Design Team → New Projects
Rush Job	Deadline < 2 weeks from now	Overflow Team → Rush
Default	(no conditions)	General → Inbox

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Using AI to Generate Rules

Don’t want to set up rules manually? Let AI do it.

How to Use AI Generation

1. Click Connect Workflow with AI
2. ioZen analyzes your IntakeBot fields
3. AI suggests routing rules based on your schema
4. Review the suggestions
5. Select which rules to create
6. Click Create Selected

What AI Considers

• Field types and names
• Common patterns (priority, budget, category fields)
• Best practices for triage and assignment

Tip: AI-generated rules are a starting point. Review and customize them for your specific workflow.

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Testing Your Rules

Before going live, test your routing configuration.

Using the Rule Tester

1. Click Test Rules in the Workflow tab
2. Fill in sample field values
3. See which rule matches in real-time
4. Adjust rules if needed

Generate Test Cases with AI

Click Generate Test Cases to create sample submissions that test:

• Each rule’s “happy path”
• Edge cases (boundary values)
• Submissions that should hit the default route

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Default Routes

Set a fallback destination for submissions that don’t match any rule.

Why Use a Default Route?

• Catches edge cases you didn’t anticipate
• Ensures nothing falls through the cracks
• Creates a “review” queue for unusual submissions

Setting Up a Default Route

1. In the Workflow tab, find Default Route
2. Enable it
3. Choose the destination board and phase

Tip: Name your default phase something like “Needs Review” or “Inbox” so your team knows to check it.

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Rule Priority

Rules are evaluated in order. The first matching rule wins.

How Priority Works

1. Rules are checked from top to bottom (by priority number)
2. As soon as a rule matches, it triggers
3. Remaining rules are skipped

Best Practices

• Put specific rules before general ones
• Put urgent/high-priority rules at the top
• Put your default/catch-all rule last

Example order:

1. Urgent requests (most specific)
2. High-value requests
3. By category
4. Default route (least specific)

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Tips for Effective Routing

Start Simple

Begin with 2-3 rules. Add more as you learn what you need.

Use Descriptive Names

“Enterprise leads > $50k” is better than “Rule 3”

Review Regularly

Check your default route queue. If submissions keep ending up there, you might need new rules.

Combine with Notifications

Set up Slack or email notifications for high-priority routes so your team responds quickly.

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Troubleshooting

”My rule isn’t matching”

• Check the field name matches exactly
• Verify the condition operator is correct
• Make sure the value format matches (e.g., “$10,000” vs “10000”)
• Check if a higher-priority rule is matching first

”Everything goes to the default route”

• Your conditions might be too strict
• Check for typos in field names or values
• Use the Rule Tester to debug

”Cards are going to the wrong phase”

• Verify the phase ID in your rule action
• Check if you have duplicate rules
• Review rule priority order

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Next Steps

• Process Boards: Manage work through stages
• Records: Store structured data from submissions
• Contacts: Build your contact database automatically