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# Smart Routing Explained: How Routing Works and Why It Matters

## What Smart Routing Is

Smart Routing is the rules engine inside each SmartForm widget. It evaluates available form/X-Ray data and chooses the next action for that lead.

Smart Routing is included with SmartForm; there is no separate Smart Routing subscription step in the portal.

**Quick path:** **Widgets** → select widget → **Smart Routing**

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## What Rules Can Do

A rule can use available lead/X-Ray values and then:

- Redirect to a URL
- Show a custom message
- Block calendar availability
- Allow double booking
- Show/open a calendar
- Select a Calendar Team for a Show calendar action
- Run supported CRM actions configured by the widget

Rules run in order. Keep conditions mutually clear so one lead does not match an unintended earlier rule.

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## X-Ray Requirement

Credit-data rules require **X-Ray Vision**. Turning Smart Routing on automatically enables/locks X-Ray until Smart Routing is disabled.

If a pull is failed/unmatched, configure a default/no-score action. Missing data should not be treated as a made-up score.

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## Example Structure

1. Qualified range → show the sales calendar/team.
2. Lower range → show an alternate message or redirect.
3. Very high-value range → optionally allow double booking or show a priority team.
4. No-score/default → use a deliberate fallback.

These are examples only. Choose thresholds/actions that fit your offer and validated conversion data.

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## Responsible Use

Smart Routing changes the customer experience; it does not automatically make a workflow legally compliant. Your business is responsible for disclosures, eligibility logic, fair-treatment requirements, and follow-up.

Test every route with representative data before sending traffic.

## Troubleshooting

### The wrong action runs
Review rule order, operators, thresholds, and the default action.

### Calendar Teams are missing
Open **Team Setup**, assign calendar members, then add **Calendar Teams for Smart Routing**.

### Credit conditions cannot evaluate
Confirm X-Ray Vision is active and the test produced a successful report.

Contact support with the widget and test time if the decision still differs from the configured rules.