How to Round Robin Contact Form Submissions Based on Language and Department

This guide shows you how to automatically route contact form submissions to the right team member based on their language skills and department. This approach works for any form tool such as Google Forms, Typeform, or JotForm. For this example, we’ll be using Google Forms.

When a customer submits your contact form:

1. AI analyzes the message to detect the language
2. AI classifies which department the inquiry belongs to (Sales, Support, Billing)
3. An email is sent to a qualified team member using round-robin rotation

Here’s what the completed automation looks like:
 

Set Up 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

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.

Search for the EnforcedFlow app:

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

Configure the action:

1. Select Get Next Agent (Advanced Round Robin) as the action
2. Click Continue

Set Up Your Round Robin Group

 In the next step you’ll need to select a group. First, we need to create one - click the EnforcedFlow link in the help text to set up your group.

This will take you to EnforcedFlow. Navigate to the Advanced Round Robin section:

Create an Advanced Round Robin Group 

Click to create a new group and give it a descriptive name (e.g., “Contact Form Routing”):

Add Agent Information Fields

You need to add a field to store each agent’s email address. This is where notifications will be sent.

1. In your group, under the Settings tab, find the Agent’s Information Fields section
2. In the Add New Field input, type email
3. Click Add

Add an AI Select Field for Language

Switch to the Fields tab to add an AI Select field for language detection.

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

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

Add an AI Select Field for Department

Add a second AI Select field for department 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

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

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

Add Your Agents

Switch to the Agents tab and click Add Agent.

For each team member:

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

Repeat for all agents in your team.

Select the Round Robin Group

Back in Zapier, after connecting your EnforcedFlow account:

Select your round-robin group:

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

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.

Test to Retrieve Agent Data

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

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.

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)

 Test the step to verify the email is sent correctly, then publish your Zap.

Summary

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

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.