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Use separate pipelines and route enquiries by their answers

Keep therapy and assessment enquiries on their own boards, send each form's enquiries to the right one, and tag them by their answers so each gets the right follow-up.

Business owners and administrators ยท 6 min read

Steps

  1. Open CRM and choose New pipeline beside the pipeline tabs. Give it a name, such as Assessment journey, and choose the stages to start with. Choose Stages to rename, reorder or add them.
  2. Open Automations, then Lead routing. Each landing page, embedded form and lead link is listed with where its enquiries go.
  3. Choose Edit rules on a form. Under Every enquiry goes to, choose the pipeline for this form, for example Therapy for your therapy form.
  4. To route by an answer, choose Add a rule: when the answer to a choice question is a certain answer, put the enquiry in a pipeline and stage, and add tags if you like. Rules are read from the top and the first one that matches decides.
  5. To send a different email for each answer, choose Tag each answer to a question. For example, the start "assessment" tags someone who chose Adult ADHD as assessment: adult adhd.
  6. In Automations, choose a Pipeline for an automation for new enquiries: only one pipeline, or everyone except one, so assessment enquiries do not get your therapy messages. The ready-made Assessment enquiry follow-up starts only for the Assessment journey, uses the tags to pick each email and sets your free consultation messages to skip assessment enquiries.
  7. Send a test enquiry from each form and check which pipeline and stage it lands in on the CRM board.

Check it worked

Each test enquiry is in the pipeline and stage you chose, with the tags you expected, and only the right automations started for it.

Common questions

An enquiry went to the wrong pipeline

Open Lead routing and read the rules for that form from the top. The first rule that matches wins. Someone already in your CRM keeps their place on the board and only gets the new tags.

A rule cannot be added for a question

Rules follow choice questions and tick boxes. Save the landing page after adding the question, then add the rule.

Follow-ups did not stop

Check the automation has an Only continue if step before each email or task that stops once the contact is in your booked or closed stages.

Open Lead routing (sign-in required)

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