topic Routing Form Submissions based on User Input in Tips, Tricks & Best Practices

Routing Form Submissions based on User Input

MTellez25 — Tue, 29 Apr 2025 20:49:48 GMT

Hello! I'm interested to know how other businesses handle form submissions/new contacts from multiple locations.

Our brand is adding a second location and we are using embedded Hubspot forms on our website. My initial thought was to add a dropdown field with the two location options and route the form submission to the correct Hubspot Inbox based on the location chosen.

The Inbox is important because our agents use it to make first communication with any new contact. Contacts start online then become in-person students. I would like to use two different Inboxes or Inbox Views because the agents at each physical location are different.

I've since learned that one form cannot be connected to two different Inboxes, so I've tried a combination of different workarounds but have yet to find a working solution. These attempts include using workflows to assign Conversation and Contact owners, logic within the form itself, and even a third-party platform, but there is always some limitation in making the full connection.

Is there any way to implement a dropdown in forms for two different locations/teams? Or are completely separate forms for each location the only way? My concern with this route is having to rework the entire website to make sure the user is completing the correct form.

Any insight to how others are handling this would be so appreciated!

Re: Routing Form Submissions based on User Input

JessicaBaskey — Wed, 30 Apr 2025 03:40:05 GMT

Hi @MTellez25,

One idea might be to keep your single form with a location dropdown, and then use a workflow to assign a custom property (like “Location” or “Team”) based on the dropdown selection. From there, you could set up Inbox Views filtered by that property so each team only sees conversations relevant to their location—even though it’s technically the same shared Inbox.

If that still feels clunky for your setup, separate forms per location could make things easier in the long run. You could use smart content to make sure visitors are seeing the right one—so you’re not totally restructuring the site.

Best,

Jess

Re: Routing Form Submissions based on User Input

MTellez25 — Wed, 30 Apr 2025 18:07:55 GMT

Thank you for your reply, @JessicaBaskey ! This was my initial thought because it seems the most straight forward but the Inbox Views can't filter by Contact Properties (it would be amazing if they could), only Call, Conversation, or Ticket Properties.

So I did try to use a workflow to update Conversation and Ticket Properties (we handle our calls elsewhere), but they weren't able to cross-reference/update any Contact Properties in the way I needed and vice-versa.

I am new to the platform so there might be something I'm missing, but I do appreciate your response and will give it another go before committing to separate forms. Thank you for the tip on Smart Content for the site!