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Notify the Right Trainers About New Requests

When a customer submits a request, Ordinatus can automatically email the trainers who can handle it. This page explains how to set that up.

Before You Begin

  • You need Organizational Admin access for your organization.
  • You should already have an intake form and at least one trainer added to your team.
  • Setup has two parts that work together: rules on your form, and skills on each trainer. Both need to be filled in for targeted notifications to work.

How It Works

Think of it as a matchmaker. Your form describes what a request needs; each trainer describes what they can do. When the two line up, that trainer gets notified.

Step 1: Tell the Form What Each Request Needs

  1. Go to Admin → Forms and open your form, then click Edit.
  2. Open the Routing Rules tab.
  3. Add a rule. A rule has two parts:
  4. Conditions — when the rule applies (for example: the field "What do you need help with?" equals "WordPress"). You can add more than one condition; all of them must match.
  5. Output — what the request then needs. The important field here is Required Skills (for example: wordpress). You can also set a Priority and a Category.
  6. Add as many rules as you need. They're checked top to bottom, and the first rule that matches is the one that's used.
  7. Set the Default Output — this applies when no rule matches. Leave its Required Skills blank to fall back to notifying everyone (see Tips).
  8. Publish the form to make your rules live.

Step 2: Tell Each Trainer What They're Good At

  1. Go to Admin → Team and open a trainer, then click Edit.
  2. In the Skills box, type the skills they can handle, separated by commas — for example: wordpress, zoho, quickbooks.
  3. Save. Repeat for each trainer.

Step 3: Let It Run

From now on, when a customer submits the form:

  1. Ordinatus reads the skills the request needs (from your rules).
  2. It emails every trainer who has all of those skills — a "New request available" message with a link to review and claim it.
  3. The first trainer to claim it gets it.

Example: A request needs wordpress. Maria's skills are wordpress, zoho, so she's notified. Tom's skills are quickbooks, so he isn't.

Tips

  • No rules set up? That's fine. If a request doesn't need any specific skill, every active trainer is notified. Routing is optional — leave it blank and everyone hears about every request.
  • Spelling must match exactly. This is the one thing to watch. The skill written on your form and the skill written on a trainer must be identical — same spelling, same capitalization. wordpress on the form will not match WordPress or word press on a trainer. Pick a style (lowercase is easiest) and use it everywhere.
  • Notified and visible are different. Routing decides who gets the email. It does not hide the request — every trainer can still see the unclaimed request in their dashboard and could claim it. Routing is a targeted nudge, not a lock.

Troubleshooting

A trainer isn't getting notification emails they should be getting. Check, in order: (1) the skill on the form and the skill on the trainer are spelled and capitalized the same way; (2) the trainer actually has the skill listed; (3) the trainer's membership is active; (4) the form was published after you added the rule.

Everyone is getting notified about everything. That trainer-wide blast happens when a request needs no specific skill — usually because no rule matched and the Default Output has blank Required Skills, or no rules are set up yet. Add or adjust your routing rules so requests carry the right skills.

Nobody got notified. If no trainer has all the required skills, no one is emailed — but the request is never lost. It still appears in the dashboard as unclaimed, so you can assign it manually or adjust skills/rules.