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Routing Rules and Destinations

Routing rules are the logic behind your routing form. They determine what happens after a customer answers each question — whether they see another question, get directed to a specific appointment type, or land on an external page. This article covers how to configure that logic.

How routing rules work

Each answer option in your routing form has a destination — the next step in the customer's journey. When a customer selects an answer, Driive evaluates the routing rule attached to that answer and sends them to the appropriate destination.

Think of it as a flowchart: question leads to answer, answer leads to the next step.

Destination types

Every answer option routes to one of three destination types:

Another question

Sends the customer to a follow-up question. Use this when you need more information before you can determine the right service.

Example:

  • Question: "What type of service do you need?"

  • Answer: "Roof repair"

  • Destination: Another question — "Is this an emergency?"

Appointment type

Directs the customer to book a specific appointment type. This is the terminal destination — after this, the customer answers the appointment type's booking questions, picks a time, and submits their request.

Example:

  • Question: "Is this an emergency?"

  • Answer: "Yes, it's urgent"

  • Destination: Appointment type — "Emergency Roof Repair"

External URL

Redirects the customer to a page outside of Driive. Use this for services you don't schedule through Driive, referrals to partner companies, or informational pages.

Example:

  • Question: "What type of service do you need?"

  • Answer: "New construction"

  • Destination: External URL — your website's contact form for custom project quotes

Configuring a routing rule

  1. Navigate to Setup > Routing Form.

  2. Select a question or create a new one.

  3. For each answer option, click the destination dropdown.

  4. Choose the destination type:

    • Another question — Select which question to route to.

    • Appointment type — Select which appointment type the customer should book.

    • External URL — Enter the full URL to redirect to.

  5. Save your changes.

Priority ordering

When a question has multiple answer options, the order they appear matters. Customers see the options in the order you've defined. You can reorder answer options by dragging them to change the display order.

While priority ordering in the display sense is straightforward, keep in mind:

  • Put the most common answers first so customers find them quickly.

  • Group related options together.

  • Place catch-all options (like "Other" or "I'm not sure") at the bottom.

Default fallbacks

Every routing form should have a fallback path — a route for customers who don't fit neatly into your defined categories. Without a fallback, some customers could reach a dead end.

How to set up a fallback

  • Add an "Other" or "I'm not sure" answer option to your key questions.

  • Set its destination to a general-purpose appointment type (e.g., "General Inquiry" or "Consultation").

  • This ensures every customer can complete the booking flow, even if their situation doesn't match your predefined options.

Chaining questions for complex flows

For businesses with layered service catalogs, you can chain multiple questions together to build sophisticated routing flows.

Example: HVAC company

Q1: What type of service do you need?
├── Heating → Q2: What's the issue?
│   ├── Not heating → Appointment: Heating Repair
│   ├── Strange noises → Appointment: Heating Diagnostic
│   └── Annual maintenance → Appointment: Heating Tune-Up
├── Cooling → Q3: What's the issue?
│   ├── Not cooling → Appointment: AC Repair
│   ├── Leaking water → Appointment: AC Repair
│   └── Annual maintenance → Appointment: AC Tune-Up
├── Indoor air quality → Appointment: IAQ Consultation
└── I'm not sure → Appointment: General HVAC Consultation

Tips for chaining

  • Limit depth to 2-3 questions. More than that and customers may abandon the form.

  • Reuse questions when possible. If the same follow-up applies to multiple paths, you can route different answers to the same question.

  • Map it out first. Sketch your routing tree on paper before building it in Driive. This helps you spot gaps and dead ends before customers do.

Testing your routing rules

After configuring your rules, always test the complete flow:

  1. Use the live preview in the routing form builder.

  2. Click through every possible answer combination.

  3. Verify each path ends at the correct appointment type or external URL.

  4. Check that your fallback options work as expected.

If a path leads somewhere unexpected, open the question in the builder and check the destination for each answer option.

What's next

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