Route form submissions to an agent stack

The Routing tab in the Form Builder can send a form’s submissions to an AI agent stack instead of a team. The stack picks up the resulting conversation, replies through its AI-fronted inbox, and hands over to a human team the same way it would for an email or web-chat conversation — the form just becomes another way for the stack’s inbox to fill up.

This article covers the form-specific setup. If you’re not familiar with agent stacks generally, read the corresponding email and web-chat “route to an agent stack” articles first — the concepts (destination picker, reply delays, handover) are the same everywhere; only the entry point differs.

Before you start

• A user role with the Form Builder module permission
• A form whose action is Create a conversation — routing to an agent stack only applies to submissions that turn into conversations
• At least one agent stack already configured and enabled

Step 1 — Open the Routing tab

1. Open Settings → Form Builder and select the form you want to route.
2. Switch to the Routing tab inside the editor.

You’ll see a Default destination picker and, below it, any conditional routing rules already configured for the form.

Step 2 — Point the default destination at an agent stack

1. Click the Default destination picker. It lists both Agent Stacks and Teams in one combined list, with agent stacks grouped above teams. A stack that’s currently disabled is marked as such in the list and can’t be selected.
2. Pick the agent stack you want submissions routed to.

Every submission that doesn’t match a conditional rule below now creates a conversation assigned to that stack instead of a team.

Step 3 — Route a conditional rule to an agent stack instead

If you only want some submissions handled by AI — say, a specific category picked in a form field — set it on a rule rather than the default:

1. Under Conditional routing rules, add or edit a rule as usual (condition on a field value, then a destination).
2. For that rule’s destination, open the same combined Teams/Agent Stacks picker and choose the stack.

Rules are evaluated top to bottom; the first match wins, and anything unmatched falls through to the Default destination. A rule that points at a stack ref which no longer resolves (a deleted or renamed stack) falls through to the default team rather than failing the submission.

Step 4 — Set the AI reply delays

As soon as a destination — default or a rule — routes to an agent stack, an AI reply delay section appears under that destination with two fields, both in seconds:

• First reply delay — how long the stack waits after the submission comes in before sending its first AI reply.
• Follow-up reply delay — how long it waits before each subsequent AI reply in the same conversation.

Type a value and click out of the field (or tab to the next one) to commit it — the delay inputs save on blur, not as you type.

If you leave these unset, agent-routed form conversations use a 90-second follow-up default. This default only applies when the destination actually resolves to an agent stack — a form still routed to a team keeps that team’s channel-configured follow-up delay, unchanged from before this feature shipped.

What happens on submission

1. The submission creates a conversation as usual, mapped through the form’s field mappings.
2. If the resolved destination is an agent stack, the conversation is handed to that stack’s AI turn instead of just landing in a team queue. The AI turn runs in the background — the person who submitted the form isn’t kept waiting on the request itself, and a first reply lands after the configured delay.
3. The stack keeps replying (respecting the follow-up delay) for as long as the conversation stays active and within the stack’s normal reply budget.

What happens on handover

When the stack hands the conversation over to a human — same triggers as email or web-chat handover — the conversation keeps using the stack’s AI-fronted inbox as its From address for that thread. This matches how the customer already sees the conversation; changing it mid-thread would be surprising.

Once the stack stands the conversation down, the inbox reverts to normal team/email routing — the conversation’s From reassigns back to the destination team’s bound inbox rather than staying pinned to the stack.

If the form was routed to a team whose channel happens to be AI-fronted, none of this re-stamping applies — that conversation keeps its team-bound From throughout, exactly as any other email conversation on that channel would.

Notes and limits

• Routing to an agent stack only takes effect for forms whose action is Create a conversation. Forms configured for CRM entries, logging, or callbacks aren’t affected by this setting.
• The picker marks disabled stacks so you don’t accidentally route live traffic to a stack that can’t currently run.
• There’s a per-recipient reply budget that caps how many AI replies a single submitter can trigger, independent of overall form volume — high-volume forms aren’t capped in total, only per address.