Routing Rules

Routing rules redirect incoming contacts to a different playbook based on the contact's data. For example, you might route contacts from California to a different playbook than contacts from Texas.

How Routing Works

When a contact is submitted and Auto Routing is enabled in the playbook's processing settings:

1. Each routing rule is evaluated in priority order
2. The first rule that matches wins
3. The contact is re-routed to the destination playbook and qualified against that playbook's delivery endpoint
4. If no routing rule matches, the contact stays with the original playbook

Creating a Routing Rule

Navigate to the Routing tab on a playbook and click Add Rule.

Each rule has:

• Rule Name — A descriptive label (e.g., "Route CA contacts to West Coast playbook")
• Active — Toggle the rule on or off without deleting it
• Conditions — One or more conditions using the conditional rules builder
• Route To — The destination playbook

Conditions

Conditions use the same conditional logic system used throughout VayaFlow. You can combine multiple conditions with AND/OR logic.

Each condition specifies:

• Field — Any field from the field library (e.g., address.state, questionnaire.filing_for)
• Operator — equals, not equals, contains, not contains, starts with, ends with, greater than, less than, exists, not exists, and more
• Value — The value(s) to compare against

Example

Route contacts where the state is California:

• Field: address.state
• Operator: equals
• Value: CA

Routing vs Fallback Playbooks

See Fallback Playbooks for more details.