Overview
We’ve expanded Smart Rules so you can route customers based on FlowID. With this capability, every form you create can now respond to who the customer is rather than just when, where, or how they engage. The result is sharper personalization, greater campaign precision, and experiences that feel seamlessly aligned with each user’s profile.
For example, Smart Rules based on FlowID empowers you to seamlessly route repeat buyers differently than first-timers. If you already have key properties tied to a profile, you can skip re-collection and send known users straight into the experience or offer, while first-timers share info to get a tailored path. You define the properties, and Smart Rules does the routing so each person lands where it makes the most sense.
What’s New
Custom contact properties linked to profiles
You can now define and assign custom properties (e.g., “loyalty tier,” “personal email,” “favorite color”) to a profile. These properties can be used as decision points inside Smart Rules.
Identity-based routing in forms
When creating a form, Smart Rules can route consumers automatically based on their custom contact properties—ensuring every individual lands in the experience that matches their identity and behavior.
Why This Matters
This improvement unlocks a new level of personalization. Instead of broad, static rules, your campaigns can adapt in real time to the attributes that matter most to your audience. For example:
Segment experiences between first time and repeat consumers
Direct a VIP customer to a white-glove nurture flow.
Technical customers jump to advanced resources; others get guided help.
Route small business leads to one sales team, and enterprise leads to another.
Personalize follow-up messages based on past activity or declared interests.
By connecting identity data to Smart Rules and mapping those fields to your CRM, you ensure every interaction feels intentional and relevant—while the right info lands in the right place for smooth handoffs, timely follow-ups, and accurate reporting.
Getting Started Step-by-Step
Create custom contact properties in the platform (e.g., “membership level,” “personal email,” “purchase history”).
Link contact properties (e.g, “personal_email”) to the appropriate form fields (e.g., “Email”).
Gather contact property information from consumers (and associate them with a FlowID)
Build rules on known user information by adding Smart Rules based on the properties you’ve defined and the consumer has given.
Test and launch your campaign to route users instantly into the right experiences—e.g., segment known vs. unknown users into the right buckets.
Key Takeaway
Smart Rules based on FlowID marks a major step forward in identity-driven engagement. Instead of one-size-fits-all routing, you can now craft journeys that automatically adapt to each user’s unique profile, delivering experiences that are smarter, more personalized, and more effective.