Route each request to the right team

A shared request form serves sales, billing, and support. Each submission needs one owner, and anything unexpected needs a safe place to land.

Good for

Support and operations teams using one intake form

Level

Starter

What you’ll build

A Switch reads the request type and takes the first matching branch. Each branch records its owner on the entry before sending that team’s notification. The Default branch marks the request for triage instead of losing it.

flowchart TD
    A[Form Submitted] --> B{Route by request type}
    B -->|Sales| C[Set owner: Sales]
    B -->|Billing| D[Set owner: Billing]
    B -->|Support| E[Set owner: Support]
    B -->|Default| F[Set status: Needs triage]
    C --> G[Send sales notification]
    D --> H[Send billing notification]
    E --> I[Send support notification]
    F --> J[Email the triage inbox]

Before you build

• Add a visible Request type field with the exact values used by the routing cases.
• Add administrative Owner and Routing status fields so submitters cannot choose their owner or mark routing complete.
• Create one Gravity Forms notification per team, or collect the team inboxes for Send Email nodes.
• Choose a monitored triage inbox for unmatched values.

Build it step by step

1. Open your intake form and add a visible Request type field.

2. Add Owner and Routing status fields with Administrative visibility. Submitters choose the request type; only staff and trusted automation should control ownership and status.

3. Navigate to Workflows in the form toolbar. Click New Workflow, then Add Trigger, and choose Form Submitted.

4. Add a Switch node named Route by request type. Add cases for Sales, Billing, and Support using the submitted field. Switch nodes check cases from top to bottom and take only the first match.

   

5. On each named branch, add Update Entry Field named for that team. Set Field to Owner and New value to Sales, Billing, or Support. Add a second Update Entry Field setting Routing status to Assigned, then follow it with that team’s Send Notification or Send Email.

6. On Default, set the routing status to Needs triage and email a shared inbox with {{ "Form Submitted".mergeTag('{all_fields}') }}.

Add richer routing when the workflow grows

Use GP Advanced Conditional Logic when a case needs nested groups, user-aware rules, or date comparisons.

Data passed between nodes

From	Data used later	Where it goes
Form Submitted	Request type, full entry, and entry identity	Switch, owner update, and messages
Switch	First matching output label	Exactly one team path
Update Entry Field	Updated entry entry_id	Later entry-aware nodes or feeds added to that path

Edge cases

• Case comparisons must match the field’s saved values, not just its display labels.
• Cases run top to bottom and stop at the first match. Put narrow rules before broad ones.
• Default is required operationally even though the builder allows a branch with nothing connected.
• If routing only sends conditional notifications, native Gravity Forms conditional logic is simpler; use this workflow when you also need one-winner routing, status, or later steps.

Test and activate safely

New workflows start Inactive. Use builder tests for every case plus one unknown value, or temporarily activate with test inboxes for controlled live submissions. Confirm each entry records one owner, sends one team message, and sends the unknown value to triage. Replace test inboxes, activate for production, and watch the first run through Default as closely as the named paths.

What Flowcrafter adds

Gravity Forms notification conditional logic is usually enough when each department only needs its own email. Flowcrafter becomes useful when routing is a process: exactly one branch wins, the decision is written back to the entry, every branch can grow independently, and Default provides a visible fallback.

Related resources

• Switch — first-match routing with a Default branch
• Update Entry Field — keep the owner visible on the entry
• Send Notification — send an existing Gravity Forms notification at this point
• Branching & Conditional Logic — build and test the paths