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PlatformInbound Routing

Inbound Routing

Normalize external form and webhook submissions before they become Workestra records.

Inbound routing is the admin area for turning external submissions into clean Workestra records. Use it when a website form, partner form, or webhook sends fields that need to be mapped before they reach CRM, Support, Procurement, or another destination.

Mapping Workflow

Open Settings -> Inbound -> Field Mapping to review the mapping steps:

  1. Match incoming fields to Workestra fields.
  2. Normalize values such as email, phone, company name, priority, or requested service.
  3. Check for duplicates before a new record is created.
  4. Route the submission to the right destination and keep unmapped values for audit.

The page includes a live preview so administrators can see how sample submissions will be transformed before saving changes.

What Users Can Do

  • Keep existing external forms while sending cleaner records into Workestra.
  • Preserve source details for later troubleshooting.
  • Reduce duplicate contacts, companies, tickets, or requests.
  • Route submissions with the same operational rules used by the target module.
  • Support Tickets - customer-request queues created from email, portal, widget, API, or inbound flows.
  • CRM Custom Fields - custom fields that can receive mapped inbound values.
  • Automations - actions that can continue after a record is created.

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Platform Automations

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Mapping WorkflowWhat Users Can DoRelated