Triage Fluent Forms feedback by score in monday.com

The triage you’re building

Unhappy customers should reach a person quickly, and everyone else can wait. This guide sends a feedback form to two groups on one board, based on the score each customer gives.

1. Customer sends feedback
2. App checks the Score field
3. Below 7: Needs a call
4. 7 or above: All good

A blank score looks like a zero

This is the one thing to settle before you build a rule. We submitted the same form three ways, on Fluent Forms 6.2.17 with connector 1.3.0:

Fluent Forms knows the difference, but everything after WordPress sees the same number. A rule that says “less than 7” runs for the customer who skipped the question, and they land next to your unhappy customers.

Customer feedback

Needs a call

Name	Email	Score
Owen Hale	owen@example.com	0
Lena Roth	lena@example.com	0

What to do depends on what a 0 means on your form:

The first row is the one to use unless you have a reason not to.

What the test form sent

These rows are from a real test submission on the free plugin, version 6.2.17, through the form’s own front end. They show what left WordPress. The last column is our suggestion.

The hidden middle name sent no row. Fluent Forms fires two submission hooks, but each test submission arrived once.

Keep the score out of a Rating column. The app holds a rating at 1 or above, so a blank would read as one star, and a 9 can exceed the column’s maximum.

Route feedback with the number template

Build two automations on the same form. Connect your site first if you haven’t.

These two rules cover every score and never overlap. That matters, because each automation checks one answer and every automation that passes creates its own item. A third rule for 9 and above would overlap the second one and give those customers two items. A middle band of 7 to 8 can’t be built, because one automation can’t check two numbers.

Each submission runs one of the two automations, so it counts as one run. See Plans and usage.

In Data, map the same fields in both automations:

Submit one low score and one high score, and check that each lands in the right group. Then submit one with Score blank, if your form allows it, so you’ve seen what your team will see.

If you use Net Promoter Score or Ratings

Fluent Forms’ free version doesn’t include Net Promoter Score or Ratings, so our test used a free Numeric field as a stand-in. The plugin handles all three the same way, so expect a blank to arrive as 0 there too. Test one submission before you rely on it.

For dropdowns, checkboxes, addresses and dates, see Supported WordPress form plugins.

Compared with connector tools

The pages that rank for this search are workflow connectors. ApiX-Drive’s page, for example, names Fluent Forms Pro as the source and sends data at set intervals. This setup works with the free plugin and sends each submission as it’s made, which is what a “call this customer” group needs. Zapier alternatives has the wider comparison, and the WordPress forms to monday.com guide covers everything else.