Requests settings decide what happens the moment a lead arrives. The Default Workflow applies to every request unless a form overrides it, the Inbound API lets other systems create requests, and Outbound connects request events to your webhooks.

Open Requests, choose the settings menu in the list header, then the tab you need. All of this requires the Manage Request Form Settings permission.

Set the Default Workflow

The Default Workflow has four steps. Each has a switch and its own options.

Notify Team, on by default, alerts the workspace when a new lead arrives. Choose Push notification, Email notification, or both.
Auto-Reply to Lead, off by default, sends an instant acknowledgment to the person who submitted the request. Choose the channel: SMS, email, or both. Choose Send delay: Immediately or 5 min. Edit the SMS Template and the Email Template. The templates accept the variables {{name}}, {{business_name}}, {{phone}}, {{email}}, and {{source}}, and the SMS editor counts characters and segments as you type.
Auto-Assign, off by default, routes the lead to a team member: a specific person or round-robin.
Trigger Workflow, off by default, starts one of your existing workflows when a lead arrives. Build the workflow first under Workflows with the New Lead trigger, then select it here. See Build, test, and activate a workflow.

Choose Save workflow settings.

The default auto-reply text reads "Hi , thanks for reaching out to ! We received your request and will get back to you within 24 hours." Text auto-replies are sent as service messages and are never sent twice for the same request.

A form can replace these settings for its own submissions with the Workflow Override section in the form editor.

Route leads to teammates by their answers

Auto-Assign treats every lead the same. To send your best leads to specific people, for example leads who answer "$10,000+" to "How much have you set aside to invest?" going to your top closers, use a workflow with the New lead trigger and an Assign to teammate step. For the flow canvas itself — adding steps, waits, and readiness — see Build a workflow.

Keep the form's own assignment as the default for everyone else, for example round robin across all closers.
Under Workflows, create a workflow with the New lead trigger, or start from the Route leads by their answers template.
Under Only continue if, add a condition. Choose the Form question field, then the form and the question. A question with options offers those options: choose is any of and pick $10,000+.
Set the action to Assign to teammate. Choose One person to always use the same teammate, or Round robin to rotate between several — choose the teammates, and for round robin, the order you add them is the rotation order.
Save, run a Test, then Activate. A test run shows who the next lead would go to without assigning anyone.

What to expect:

The workflow runs after the form's own assignment and replaces it. The teammate gets an in-app and push notification that opens the lead.
Only people who can see Requests can be picked. Anyone who loses that access is skipped in the rotation.
If someone reassigns the lead by hand before the step runs, for example during a wait, the workflow leaves the lead with them.
Later steps can message the lead's teammate: choose Assigned teammate as the recipient. Steps after a delayed Assign to teammate step can't message the assigned teammate yet — remove the wait before the assign step, or pick the teammate directly.
For more tiers, build one workflow per tier, each with its own answer condition. is none of also matches leads who left the question blank. A lead from a different form does not match either condition, and keeps the form's own assignment.

Assign to teammate only works on New lead workflows, and not in workflows that use an AI decision branch.

Connect another system with the Inbound API

Use the Inbound API when leads come from a system that cannot use your form, such as a CRM, an ad platform, or an automation service.

On the Inbound API tab, choose Generate Key. Copy the key now; it is shown once and stored hashed.
Send leads to the endpoint shown on the tab, with the key in the request headers. A lead needs at least a name; email, phone, message, and source are optional.
Under Field Mapping, name the keys your system already sends. The left box is your own key, the dropdown beside it is the Workspace369 field that key fills: full_name on the left and name on the right means a lead posted with full_name arrives with its name set. Without mappings the endpoint reads name, email, phone, message, and source from the body as sent.
Use the Test Tool to send a test lead and confirm it appears in Requests.

A mapping adds a key, it does not replace one: name, email, phone, and message keep working as sent, and a request carrying both your key and the Workspace369 one uses yours. A mapped key sent empty counts as sent and leaves the field empty rather than falling back: present means sent, so a system that always includes its key, blank or not, writes the blank instead of having it quietly filled from elsewhere. The sharp end of that is name — map full_name to it, post full_name blank, and the lead is refused with name is required even though the body also carries name. Keys match exactly, case included, so Full_name is not full_name. Map two of your keys to the same field and a request carrying either one fills it; send both and which one wins is not worth relying on.

source is the one field a mapping cannot fill. The endpoint always reads it from source in the body and falls back to api, so it is not offered in the dropdown.

Recent API Activity shows the latest calls. The Quick Reference lists the responses: created, validation error, invalid key, and rate limited. The API accepts up to 100 requests per minute per workspace, and a phone number that cannot be parsed is rejected.

Choose Regenerate Key to replace a key. The old key stops working immediately, so update every system that uses it.

Send a form's own fields with the lead

A lead pushed in through the API can carry the same answers and tracking values a website submission carries, so attribution does not stop at the edge of your form.

Name the form with form_id, using its URL name from the form editor. That form decides which extra keys mean anything: a hidden field is addressed by its URL parameter, such as ref or utm_source, which wins over its field id if you send both, and a visible field by its field id, which for the template fields is the readable name of the field itself, such as service_type, address, preferred_date, or budget.

Send source_url with the address the lead came from, such as the tagged landing page, up to 2048 characters.

{
  "name": "Ada Lovelace",
  "email": "ada@example.com",
  "form_id": "quote-request",
  "source_url": "https://example.com/pricing?ref=partner42",
  "ref": "partner42",
  "utm_source": "google",
  "budget": "Under 5000"
}

A few rules apply:

Keys that match nothing on the named form are ignored.
name, email, phone, message, source, form_id, and source_url are the endpoint's own keys and are never read as form fields, even when a form has a hidden field with one of those names. Both sides of a Field Mapping row are reserved the same way: the key you send and the Workspace369 field it fills.
A lead with no form_id, or one naming a form that does not exist or is no longer active, is still created; it simply carries no form answers or tracking values. The endpoint never rejects a lead over its form_id.
Values follow the same rules as a website submission: text only, trimmed, up to 200 characters for a tracking value and 500 for a form answer, and a hidden field's default value fills in when you send nothing for it.

The values arrive on the request as Form answers and Tracking, and converting the request copies the tracking values onto the client just like a submission from your website. See Requests and intake forms and Track where a lead came from.

Announce request events with webhooks

The Outbound tab lists the request events available to webhooks: a lead created, converted, or archived. Choose Open Webhooks Settings to add a destination. See Integrations and API.

Verify the setup

Submit a test request through a form or the Test Tool.
Confirm the New Lead notification arrives and, if enabled, the auto-reply reaches the test contact.
Check that any triggered workflow logged a run under Workflows.
Archive the test request.

Automate new-request handling