About this template
SmartRoute gives operations teams one place to manage internal requests from intake to final approval. Employees submit requests through guided forms, and each item is routed automatically based on your routing rules.
The template is designed to replace inbox and chat-driven operations with a structured workflow. You get multi-step approvals, business-hours SLA tracking, and a complete audit trail out of the box.
Best use cases
Internal request intake: Centralize requests across departments and eliminate manual triage.
Structured approval chains: Run multi-stage workflows where each step has clear ownership and deadlines.
SLA-driven operations: Monitor at-risk requests and escalate before service targets are missed.
Audit-ready process management: Maintain a full decision trail for policy, compliance, and reporting needs.
Getting started
Step 1: Remix this template
Create a copy and explore sample request flows from submission through approval.
Step 2: Define request types
Set up request categories and field requirements using the form builder.
Step 3: Configure routing and SLAs
Create assignment rules, business hours, and escalation thresholds.
Step 4: Set admin and approver roles
Grant role-based access so teams can submit, review, and manage requests appropriately.
Step 5: Launch and optimize
Publish internally, monitor bottlenecks, and iterate on workflows using analytics insights.
Features & capabilities
Configurable request intake
Standardize internal submissions with configurable fields, validation, and per-type logic.
Approval actions with context
Approvers can approve, reject, request changes, or reassign while preserving decision history.
SLA-aware queues
Requests are surfaced by urgency state so admins can intervene before deadlines are breached.
Kanban pipeline management
Visualize workflow stage distribution and move requests through a clear operational board.
Batch approvals and reassignment
Process high-volume queues faster with multi-select actions for repetitive operations.
Delegation and out-of-office support
Keep workflows moving by routing to delegates when primary approvers are unavailable.
Audit log and compliance trail
Capture every status change, comment, and approval action in a full historical record.
Reporting and exports
Track SLA compliance, volume, and resolution trends, then export for stakeholder reviews.
