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  • Writer's pictureSofia Ng

Understanding and Using the Router in Make

Automation often requires handling different scenarios based on specific conditions. The Router module in Make is a tool that allows you to branch your workflows, making them more flexible and adaptable. In this blog post, we’ll explore how the Router module works, when to use it, and provide an example to illustrate its capabilities.

What is a Router?

A Router in Make allows you to create branches in your workflow, directing the flow of data based on conditions you set. Each branch can have its own unique set of actions, making it easy to handle multiple scenarios within a single automation. This flexibility is really beneficial when creating dynamic workflows.

When to Use a Router

Conditional Actions

Use a Router when different actions need to be taken based on specific conditions. For instance, routing customer service tickets based on their priority levels.

Multiple Outcomes

If a process has several possible outcomes, each requiring different handling, the Router can manage these outcomes efficiently within a single workflow.

Parallel Processes

When you need to run multiple processes simultaneously, a Router can split the workflow into parallel branches, allowing each branch to execute independently.

Example Scenario: Customer Support Ticket Handling

Imagine you run a customer support team and want to automate the handling of support tickets. Depending on the priority of the ticket, different actions need to be taken.

Steps to Implement

  1. Trigger: A new support ticket is received.

  2. Router: Use the Router to branch the workflow based on the priority of the ticket.

  3. Branches: Create branches for "High Priority," "Medium Priority," and "Low Priority" tickets, each with different actions.

Setting Up the Router

Add the Router Module

Insert the Router module after your trigger. This module will allow you to split the workflow into different paths.

Define Conditions for Each Branch

Set conditions to check the priority of the ticket. Each condition will determine which branch the workflow follows.

Add Actions to Each Branch

Define the actions that should be taken for each priority level. This ensures that each ticket is handled appropriately based on its priority.

Example Configuration

High Priority Branch

  • Send an immediate alert to the support team.

  • Assign the ticket to a senior support agent.

  • Send an acknowledgment email to the customer.

Medium Priority Branch

  • Assign the ticket to a general support agent.

  • Add the ticket to the standard support queue.

  • Send a confirmation email to the customer.

Low Priority Branch

  • Assign the ticket to a junior support agent.

  • Schedule a follow-up task for the next business day.

  • Send a receipt email to the customer.

Using Expressions in Conditions

You can use expressions to define the conditions for each branch more precisely. For example, to check if the ticket priority is "High":

{{Ticket.Priority}} == "High"

Advanced Use Case: Routing Based on Multiple Conditions

In more complex scenarios, you might need to route based on multiple conditions. For example, you could branch workflows based on both priority and customer type (e.g., VIP customers).

{{Ticket.Priority}} == "High" && {{Customer.Type}} == "VIP"

Adding a Fallback Route

A fallback route is an essential feature in the Router module. It serves as a catch-all path that is followed if none of the specified conditions for the other branches are met. This ensures that no data is lost or ignored, providing a safety net for your workflow.

Setting Up a Fallback Route

  1. Add a Fallback Branch: In the Router module, add a branch that will act as the fallback route.

  2. No Conditions Needed: This branch does not require any conditions as it will catch all data that doesn't meet the conditions of the other branches.

  3. Define Fallback Actions: Specify the actions that should be taken for data that falls into this branch.

Example Fallback Configuration

  • Log the ticket details for review.

  • Send an alert to the admin team for manual handling.

  • Send a generic acknowledgment email to the customer.


The Router module in Make is a versatile tool for creating dynamic and flexible workflows. By branching your automation based on specific conditions, you can handle a variety of scenarios efficiently. Whether you’re managing customer support tickets or any other process that requires conditional actions, the Router can help you streamline your workflows and improve overall efficiency.

Start exploring how the Router can enhance your automations today and see the difference it makes in handling complex workflows. If you or your business is looking at implementing an iPaaS solution, feel free to reach out!

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