Route Contact Form Emails by Language and Department

Route incoming contact form submissions to the right team member based on their language and department. When a customer submits your contact form, AI automatically detects the language they wrote in and what department their inquiry is about, then sends an email notification to an appropriate team member.

This guide shows you how to set up intelligent contact form routing using EnforcedFlow’s AI Select fields integrated with Zapier. The AI analyzes the message content to classify both language and department, then distributes inquiries among qualified team members using round-robin rotation.

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Before you begin, ensure you have:

1. An account with EnforcedFlow (Sign up here)
2. A Google Form with at least a message/inquiry field
3. Zapier account (Starter plan or higher)

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Part 1: Configure EnforcedFlow

After signing up, you’ll land on the EnforcedFlow dashboard where you’ll set up your routing rules.

Create an Advanced Round Robin Group

Navigate to the Advanced Round Robin section and click to create a new group:

1. Enter a descriptive name for your group (e.g., “Contact Form Routing”)
2. Click Create Group

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Add Agent Information Fields

You need to add a field to store each agent’s email address. This is where EnforcedFlow will send form submission notifications.

In your group, under the Settings tab, find the Agent’s Information Fields section. Type email in the Add New Field input and click Add.

Once added, you’ll see the field listed under Agent’s Information Fields.

Add an AI Select Field for Language

Switch to the Fields tab to add an AI Select field for intelligent routing.

Click Add a New Field to open the field modal:

1. Select AI Select as the field type
2. Enter Language as the Display Label
3. Add context in Field Configuration to guide the AI’s classification
4. Add options with AI Instructions describing when each should be selected
5. Click Save

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Use these values when configuring the Language field:

Field Configuration:

Detect the language of the message content. Default to English if no matching language is found

Language	AI Instruction
English	Select if the message is written primarily in English
Spanish	Select if the message is written primarily in Spanish
French	Select if the message is written primarily in French

Add an AI Select Field for Department

Add a second AI Select field for additional classification.

Click Add a New Field to open the field modal:

1. Select AI Select as the field type
2. Enter Department as the Display Label
3. Add context in Field Configuration to guide the AI’s classification
4. Add options with AI Instructions describing when each should be selected
5. Click Save

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Use these values when configuring the Department field:

Field Configuration:

Classify the inquiry type based on the message content. Default to Support if no matching department is found

Department	AI Instruction
Sales	Select if the inquiry is about pricing, purchasing, demos, or becoming a customer
Support	Select if the inquiry is about technical issues, bugs, help requests, or existing product problems
Billing	Select if the inquiry is about invoices, payments, refunds, subscriptions, or account charges

Once saved, you’ll see your fields listed in the Fields tab.

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Add Your Agents

Switch to the Agents tab to add your team members:

1. Click the Agents tab
2. Click Add Agent to open the agent form

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Each agent needs an email address where they’ll receive contact form notifications.

Adding an Agent

Fill in the agent form:

1. Agent Name - Enter a display name for this agent
2. Email - Enter the agent’s email address
3. Language - Select the languages this agent can handle
4. Department - Select the departments this agent belongs to
5. Click Add Agent to save

Repeat for each team member.

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Part 2: Create the Automation

This automation triggers when someone submits your contact form and sends an email to the right team member based on their language skills and department.

Step 1: Set Up the Google Forms Trigger

Create a new Zap in Zapier, then:

1. Select Google Forms as the app
2. Choose New Form Response as the trigger event
3. Connect your Google account
4. Select your form and click Continue

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Test the Trigger

Test the trigger to pull a sample form response. This data will be used to configure the next steps.

Step 2: Add the EnforcedFlow Action

Click the + button to add a new step.

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Search for the EnforcedFlow app:

1. Type EnforcedFlow in the search box
2. Select EnforcedFlow from the results

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Configure the action and connect your account:

1. Select Get Next Agent (Advanced Round Robin) as the action
2. Connect your EnforcedFlow account
3. Click Continue

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Select the Round Robin Group

Select your round-robin group:

1. Click on Round Robin Group dropdown
2. Select your group from the list

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Configure Field Mapping

After selecting your group, configure the field mapping:

1. The Round Robin Group shows your selected group

2. Map the Language field to the Message field from your Google Forms trigger

3. Map the Department field to the Message field from your Google Forms trigger

4. Click Continue

   EnforcedFlow will use these values to find the best matching agent.

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Test to Retrieve Agent Data

Click Test step to retrieve agent data. This is required for the next step to work properly.

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Step 3: Send Email to the Assigned Agent

Add a new step and select Email by Zapier with the action Send Outbound Email.

Configure the recipient:

1. Click in the To field
2. Expand Get Next Agent (Advanced Round Robin)
3. Select Agent Meta Email

This sends the email to whichever agent EnforcedFlow selected.

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Configure the email content:

1. Add a Subject line (e.g., “New Form Submission”)
2. Click in the Body field
3. Select fields from the form response (e.g., Message, Name, Email)

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Test the step to verify the email is sent correctly.

Publish the Automation

Test the step to verify it works, then click Publish to activate the automation.

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Summary

You’ve now set up AI-powered contact form routing:

Component	Purpose
EnforcedFlow Group	Stores agents with their languages, departments, and email addresses
Language Field	AI classifies the language of the message (English, Spanish, French)
Department Field	AI classifies the inquiry type (Sales, Support, Billing)
Zapier Automation	Routes form submissions and sends email to the right agent

How it works:

1. A customer submits your contact form
2. Zapier triggers and sends the message content to EnforcedFlow
3. AI analyzes the message to detect language and classify department
4. EnforcedFlow finds an agent who handles that language AND department (using round-robin among qualified agents)
5. An email is sent to that agent with the form submission details

This ensures Spanish-speaking billing inquiries go to Spanish-speaking billing team members, French support questions go to French-speaking support agents, and so on - all automatically with fair rotation!