Route using an answer you already know
You'll use a saved answer or segment to choose the visitor's next question or offer, without asking the same question again.
Send visitors straight to the follow-up or offer that fits what you already know about them. A Router reads a saved answer or segment without displaying a question.
You'll need an editable flow and a single-answer choice question or segment group to route from. If the answer comes from your email platform, connect the integration and identify the visitor. Connecting the platform alone won't tell RightMessage which contact is visiting.
Add the router before the paths split
- Open your flow's Build tab.
- Choose + on the path where you want to split visitors, then Router. On an empty canvas, choose Add the first step instead.
- Under Segment group or question to split by, select your question or segment group.
- Close the drawer and add the next step to each answer's path with +.
For example, WorkForge (opens in a new tab) could send a known software team to a question about product planning and a known service team to a question about client delivery.
The answer paths follow the segment group's order. Edit those answers in the shared question editor, rather than treating the Router as another answer library. Choose the group before you build its follow-ups. Selecting a different group replaces the Router's paths with empty ones, so you'll need to rebuild their steps.
A Question collects an answer and can route from it. A Router only reads what you know. Even Ask every question, every time won't make a Router ask a question.
Give visitors without an answer a useful path
Add a step under Default for visitors who don't match any answer branch. In the WorkForge example, this could ask the original work-type question before recommending anything.
- Choose + on the Default path, then Question.
- Choose the existing question from your library.
- Choose Use in this flow.
You can use a general offer instead if those visitors don't need to answer. Use Exit Flow if they shouldn't see anything else.
Default means no answer branch matched. It doesn't mean someone chose a negative answer, so keep a real No answer separate from this path.
Returning visitors can still need Default if they're on another device, have cleared their browser storage, or haven't been identified. An anonymous visitor can have a saved answer, and an identified contact can still lack this particular answer. Test contact identity and known answers separately.
For typed answers, use a Condition to compare the value. A Router won't make a branch for every possible number or text response. Multiple-answer questions also don't have ordinary per-answer branching. The Question and Router reference covers these choices and the shared editor.
Put the ending where each path can reach it
If both follow-ups should lead to the same form, put the form after the branches rejoin. If each needs a different form, put that form inside its own branch.
A terminal form inside a branch won't continue to a shared form below the Router.
Try known and missing answers
Choose Preview on your site and use the debugger to try each known answer, then a visitor without one. Known answers should go straight to their follow-ups. A visitor without an answer should reach Default.
If an earlier question repeats, check the widget's Question handling setting. The Router itself doesn't ask anything. See ask returning visitors only for missing answers.
When each saved answer reaches the right path and the missing-answer path works too, review and publish your changes.