Routing Form

The routing form is a smart questionnaire that appears on your booking page. Instead of making customers browse a list of services and figure out which one they need, the routing form asks targeted questions and directs them to the right appointment type automatically.

Why use a routing form?

Home-service businesses often offer many types of services, and customers don't always know the right terminology. A homeowner who says "my roof is leaking" might need an emergency repair, a full inspection, or just a gutter cleaning. The routing form figures that out by asking the right questions.

Benefits:

• Better lead qualification — Collect the information you need before the appointment is even requested.

• Fewer mismatched bookings — Customers end up at the right service, not the one they guessed.

• Professional first impression — A guided experience feels more polished than a raw list of service names.

• Reduced phone calls — Customers can self-serve through complex service catalogs.

Two booking modes

When you configure your booking page, you choose between two modes:

Smart Routing

The routing form presents questions one at a time. Based on the customer's answers, Driive follows your routing rules to determine which appointment type to offer — or which follow-up question to ask next.

This mode is ideal when:

• You have more than a handful of appointment types

• Different customer situations call for different services

• You want to pre-qualify leads

Simple Listing

Customers see a straightforward list of your active appointment types and pick one directly. No questions, no routing logic.

This mode works best when:

• You have a small, clearly defined service menu

• Your customers already know what they want

• You want the simplest possible booking experience

See Service Listing Mode for details on this option.

Where to configure your routing form

1. Navigate to Setup in the left sidebar.

2. Click Routing Form.

3. You'll see the routing form builder with a live preview on the right.

Building your routing form

Adding questions

Each question in your routing form has:

• Question text — What the customer sees (e.g., "What type of service do you need?")

• Answer options — The choices available to the customer

• Destinations — Where each answer sends the customer next

Click Add Question to create a new question in your routing form. You can reorder questions by dragging them.

Setting destinations

Each answer option can route to one of three destinations:

This branching logic lets you build flows as simple or as complex as your business requires. See Routing Rules and Destinations for detailed configuration instructions.

Live preview

As you build your routing form, the preview panel on the right shows exactly what your customers will see. Test your flow by clicking through the questions to make sure each path leads to the right destination.

Best practices

• Start broad, then narrow. Your first question should be the most general (e.g., "What type of service are you looking for?"). Follow-up questions drill into specifics.

• Keep it short. Two to three questions is the sweet spot. Every additional question increases the chance a customer drops off.

• Use plain language. Write questions the way your customers would ask them, not in industry jargon.

• Always set a default. Make sure every path through your routing form leads somewhere — even if that's a catch-all appointment type.

• Test it yourself. Use the live preview to walk through every possible path before publishing.

What's next

• Routing Rules and Destinations — Deep dive into configuring conditions, priorities, and chaining.

• Service Listing Mode — Learn about the simpler alternative to routing.

• How Customers Book — See the routing form in the context of the full booking experience.