Routing rules
When a response comes in for a survey, a routing rule decides which pipeline it flows through — and therefore how the respondent gets a follow-up message. Each rule links one survey to one pipeline and says, with a set of conditions, when responses should be routed that way. They're the targeting layer in front of the dispatch queue.
Two ways to match
Every rule matches in one of two styles, and you can switch between them at any time.
Channel match
The quick option. It matches against the respondent's contact identifier with one of three shorthands:
- Any channel identifier — match whenever a contact identifier is present, whatever its format (email or phone).
- Email only — match only when the identifier is present and is a valid email address.
- Phone only — match only when the identifier is present and is a valid phone number.
This is ideal for splitting an email pipeline from an SMS or Viber one without writing any logic.
Custom rules
The full builder. You combine conditions with AND, OR and NOT over questionnaire metadata, responder metadata and the questions themselves. Each condition names a field, picks an operator, and — for most operators — a value to match. You can nest groups inside groups, and negate any group with its NOT switch, to express conditions of any shape.
The operator set
Custom rules offer the full operator list:
- equal
- less, less or equal, greater, greater or equal
- begins with, contains, doesn't contain, ends with
- regular expression — match against a pattern
- is empty, is not empty — presence checks that take no value
- exists, not exists — presence checks that take no value
When an operator needs no value (the presence checks), the value box simply disappears.
Building a rule
Open routing
Go to Survey Manager → Routing to see your rules.
Add a rule and name it
Choose Add condition and give it a clear name — something like Returns survey · email — so it's easy to find later.
Pick the destination
Select the workspace, then the survey, then the pipeline the matching responses should flow into. The pipeline fixes the channel.
Define when it matches
Choose a quick channel match, or switch to custom rules and build your AND/OR/NOT logic against the response.
Save
Save the rule. It takes effect for new responses on that survey straight away.
The survey and pipeline are fixed once created
When you edit an existing rule, its workspace, survey and pipeline are locked — you can change the name and the matching logic, but not the destination. To route to a different pipeline, create a new rule.
The rules table
All your rules sit in one searchable table showing each rule's name, its survey (and owning workspace), the pipeline and channel it routes to, and a summary of its conditions. The search box filters by survey or pipeline. From any row you can Edit the rule or delete it — deleting stops that routing immediately and can't be undone.
Importing rules in bulk
If you have a lot of rules to set up, import them in one pass from a CSV file or a Google Sheet through the mapping wizard.
Choose your source
Download the template if you're new to it, fill it in, then either upload it as CSV or paste a Google Sheet link. For a Google Sheet, share the file with the service account shown in the dialog (Viewer access is enough) before pasting the link.
Map your columns
The wizard guesses how your columns line up with the rule fields — survey, pipeline, field, comparison criteria, plus optional value and name — and you confirm or correct each mapping. Survey, pipeline, field and criteria are required.
Preview before saving
Every rule is previewed before anything is written. Each is flagged Create or Replace (one for the same survey and pipeline already exists), and you choose how its conditions combine — AND or OR, optionally negated — per row or for all at once. Rows whose criteria text wasn't recognized are flagged and default to equal so you can review them.
Import
Confirm that you've checked everything, then run the import. Progress shows how many rules were created, updated or failed.
Field names are used as-is
In an imported file, the field column is taken verbatim, so enter fully-qualified field names. Rows for the same survey and pipeline are grouped into one rule, so list each condition on its own line.