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Routing Rules and Destinations

Routing rules are the logic of a booking page. A question collects an answer; a routing rule decides what that answer means — another question, a specific appointment type, or a page somewhere else entirely. Get these right and customers land where they should without ever knowing there was a decision to make.

How a rule reads

Rules live on the question they act on. Expand a question card on the Form tab and you'll find a Routing Rules section; click Add Rule to add one.

Each rule is a single sentence:

If answer [Equals] [Roof repair] → route to [Appt. Type] [Emergency Roof Repair]

Three parts: a condition, an operator's value, and a destination. Every one is a dropdown, so there's no syntax to learn.

Conditions

The operators available depend on the question's type, because "equals" means something different for a one-answer question than for a many-answer one.

Question typeAvailable conditions
ChoiceEquals, Not equals
Multi choiceContains, Does not contain, Contains any of, Contains all of
ServicesContains, Does not contain, Contains any of, Contains all of

Contains any of and Contains all of let you select several options at once, which is where multi-select routing gets useful:

  • Contains any of [Gutters, Fascia, Soffit] → route to "Exterior Trim Repair"
  • Contains all of [Roof, Gutters] → route to "Full Exterior Assessment"

Destination types

Every rule routes to one of three places.

Appointment type

The terminal destination. The visitor continues to the contact form, then into that appointment type's own questions, service address, and time selection.

  • Question: "Is this an emergency?"
  • Answer: "Yes, it's urgent"
  • Destination: Appt. Type — "Emergency Roof Repair"

Question

Sends the visitor to a follow-up question. This is how you build depth — each answer narrows the next question.

  • Question: "What type of service do you need?"
  • Answer: "Roof repair"
  • Destination: Question — "Is this an emergency?"

Driive won't let you build a loop. When you pick a question destination, only questions that can't create a circular path are offered — a question that would send the visitor back somewhere they've already been simply isn't in the list.

URL

Redirects the visitor to a page outside Driive. Use it for work you don't schedule online, referrals to a partner, or an informational page.

  • Question: "What type of service do you need?"
  • Answer: "New construction"
  • Destination: URL — your commercial quote request form

Evaluation order

A question can carry as many rules as you need. When a visitor answers, Driive walks that question's rules in the order they're listed and stops at the first match.

That makes order meaningful whenever two rules could both match the same answer. On a multi-select question, put your narrow rules above your broad ones:

  1. Contains all of [Roof, Gutters] → "Full Exterior Assessment"
  2. Contains Roof → "Roof Inspection"

Reverse those two and the second rule never fires — anyone who picked both roof and gutters matches the broad rule first. Rules are evaluated in the order you added them, so if you need to change precedence, delete the rule and re-add it in the right place.

What happens when nothing matches

An answer that matches no rule isn't a dead end. The visitor falls through to the next question they haven't seen yet, in the page's question order. If there is no later question, they land on the page's default destination.

This is what makes an information-only question harmless. A question with no rules at all — the one showing the amber No rules badge — collects its answer and passes everyone straight through.

The page's default destination

At the bottom of the flow, below your questions, sits the Default destination card. It's the page's safety net: where visitors go when no rule has routed them.

Three choices:

ChoiceWhat happens
Appointment typeUnrouted visitors book this service. The usual pick — a general "Consultation" or "Service Call" type.
External URLUnrouted visitors are sent to a page of yours.
NothingUnrouted visitors see the "booking unavailable" screen.

On a page with no questions, the default destination isn't a fallback — it's the whole page. Every visitor goes straight there, which is exactly how a single-service page works. That's also why a page with no questions and no default destination gets a warning: there's nowhere for anyone to go.

Tip: Set a real default destination on every page. "Nothing" is honest when you genuinely can't serve the request, but a general-purpose appointment type turns a dead end into a lead your team can qualify.

Building a deeper flow

For a layered service catalog, chain questions together. An HVAC example:

Q1: What type of service do you need?
├── Heating → Q2: What's the issue?
│   ├── Not heating → Appt. Type: Heating Repair
│   ├── Strange noises → Appt. Type: Heating Diagnostic
│   └── Annual maintenance → Appt. Type: Heating Tune-Up
├── Cooling → Q3: What's the issue?
│   ├── Not cooling → Appt. Type: AC Repair
│   ├── Leaking water → Appt. Type: AC Repair
│   └── Annual maintenance → Appt. Type: AC Tune-Up
├── Indoor air quality → Appt. Type: IAQ Consultation
└── I'm not sure → (no rule — falls through to the default destination)

Guidelines that hold up:

  • Keep it two or three questions deep. Every extra question costs you completions.
  • Start broad and narrow. The first question should be the one a customer can answer without thinking.
  • Reuse follow-ups. Several answers can route to the same question — you don't need a copy per branch.
  • Sketch it before you build it. A routing tree on paper exposes the gaps faster than clicking through the builder.
  • Let "I'm not sure" fall through. You don't need a rule for it; the default destination catches it.

Testing your routing

Routing mistakes are invisible in the builder. The only reliable check is walking the page:

  1. Publish the page (or use Preview, which doesn't create real requests).
  2. Click through every option on every question.
  3. Confirm each path ends at the appointment type or URL you intended.
  4. Deliberately take the unrouted path and confirm the default destination catches you.

If a path lands somewhere unexpected, open that question and read its rules top to bottom — a broad rule sitting above a narrow one is the usual culprit.

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