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

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.

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.

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.

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.

Updated on: 23/07/2026