Billing Enquiry Contact Form Workflow

What happens if the AI can't confidently determine the priority?

The workflow checks the AI's confidence level, and low-confidence cases are routed to the billing lead for manual review. The billing lead has 1 day to set the priority, which is then saved to the record just like an AI-determined priority would be. This keeps ambiguous enquiries from being mis-prioritised while still automating the clear-cut cases.

What happens if the customer doesn't provide a mobile number?

The workflow checks whether a mobile number was entered on the request form. If it wasn't, the SMS confirmation step is skipped and the workflow proceeds directly to AI priority assessment, with the acknowledgement email still sent regardless.

Can this handle both high-priority and standard enquiries differently?

Yes, the workflow routes response tasks based on the priority set earlier. High-priority enquiries go to the billing team with a 1-day due date, while all other enquiries get a 3-day due date. Both paths record the same Response Notes and Outcome fields once completed.

What happens if the response outcome requires a refund or credit?

When the billing team records an outcome of 'Refund or credit needed,' the workflow creates a task for finance to raise the refund or credit note, due in 2 days. This task doesn't hold up the rest of the process, so the enquiry can still move toward closure while finance works on the refund separately.

Who is involved in resolving a billing enquiry?

The billing lead may be asked to manually set priority when AI confidence is low, the billing team investigates and responds to the enquiry, and finance handles any refund or credit note that's needed. Each of these is a task assigned within the workspace, with the record's timeline showing progress throughout.

What does the customer receive throughout the process?

The customer gets an acknowledgement email with their reference number immediately after submitting the enquiry, an optional SMS confirmation if they gave a mobile number, a closure email with the team's response once resolved, and a feedback request one day after closure asking for a 1-5 rating and comments.

Can we customise the response deadlines or priority levels?

Yes, the workflow's due dates and routing conditions, such as the 1-day versus 3-day response windows, can be adjusted by describing the change in plain English or editing the steps directly in the workflow editor. Earlier versions of the workflow are kept, so changes can be reviewed or reverted if needed.

What if we want to change the fields collected on the request form?

The request form fields, such as Customer or Account Reference and Invoice or Transaction Reference, can be edited the same way as any other part of the workflow, either through a plain-English description of the change or directly in the workflow editor. This makes it straightforward to adapt the form as billing enquiry needs evolve.

How is the status of an enquiry tracked?

Each billing enquiry is a record with a status that moves from New to Assigned to Closed as the workflow progresses. Table views and dashboards show enquiries by status, and the record's timeline logs what happened at each step, so anyone can check where an enquiry stands.

What happens if the customer doesn't respond to the feedback request?

The feedback form is sent one day after closure and doesn't require the customer to have an account to respond. If they don't complete it, the enquiry simply remains at its Closed status with no feedback recorded on that request; each business should decide its own approach to any further follow-up.