Intake Rules

Intake rules let you automatically create workflow items when new feedback arrives. Instead of manually triaging every submission, you define conditions and UserHero routes matching feedback to the right workflow with the right priority and assignee.

How Intake Rules Work

New feedback arrives
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Evaluate intake rules (by priority order)
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First matching rule wins
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Create workflow item with defaults from the rule

1. When feedback is submitted, UserHero evaluates all intake rules for the project's workflows
2. Rules are evaluated in priority order (lower number = higher priority)
3. The first matching rule creates a workflow item — subsequent rules are not evaluated
4. The item inherits the rule's default priority and assignee

Creating an Intake Rule

1. Open a workflow and go to Settings
2. Scroll to Intake Rules
3. Click Add Rule
4. Configure the conditions (see below)
5. Set default priority and assignee
6. Click Save

Condition Types

All conditions within a rule use AND logic — every specified condition must match for the rule to fire.

Categories

Match feedback by category (bug, feature request, question, complaint, praise, other).

Category is one of: bug, feature request

Use case: Route all bug reports to an Issues workflow.

Rating Range

Match feedback with a rating within a range (1-5 scale).

Rating between 1 and 2

Use case: Route low-satisfaction feedback to a Tickets workflow for follow-up.

Widget IDs

Match feedback from specific widgets.

Widget is: wid_abc123, wid_def456

Use case: Route feedback from your "Contact Us" widget to a Leads workflow, while feedback from your "Bug Report" widget goes to Issues.

Templates

Match feedback collected via specific widget templates (feedback, bug-report, rating, contact, nps).

Template is one of: contact, nps

Use case: Route all contact form and NPS submissions to a Leads workflow.

Text Matches

Match feedback containing specific keywords (case-insensitive).

Text contains: "pricing", "demo", "trial"

Use case: Route feedback mentioning pricing or demos to a Leads workflow.

Combining Conditions

Conditions are combined with AND logic. For example:

This rule only fires when feedback is from a contact form template and the message contains "demo".

Priority Ordering

When a project has multiple workflows with intake rules, the evaluation order matters:

1. Rules are sorted by their priority number (lower = first)
2. The first matching rule across all workflows creates the item
3. Only one item is created per feedback submission

Example Setup

Default Values

Each rule can set defaults for the created item:

Example

A rule for urgent bugs:

When a user reports a crash bug, it automatically appears as an Urgent item assigned to the lead engineer.

Managing Rules

Reordering

Drag and drop rules in the intake rules list to change their priority order. The rule at the top is evaluated first.

Enabling / Disabling

Toggle a rule on or off without deleting it. Disabled rules are skipped during evaluation.

Testing

After setting up rules, submit test feedback through your widget and verify:

1. The correct workflow receives the item
2. The priority and assignee are set correctly
3. The feedback snapshot is attached to the item

Next Steps