Billing Enquiry Contact Form Workflow

What happens if the billing enquiry classification confidence is low?

The workflow routes low-confidence enquiries to a 'Persist Category Pending Review' step instead of auto-assigning them. A team member reviews and confirms the category before the enquiry moves forward. This keeps automated routing accurate without forcing every enquiry through manual review.

Can this handle enquiries where no mobile number is provided?

Yes. The workflow checks for a mobile number before attempting to send a confirmation SMS, and skips that step automatically if none was provided. The confirmation email still sends regardless, so the submitter always gets acknowledgement.

What if the priority assessment isn't confident enough to auto-route?

When priority confidence is low, the workflow triggers a manual priority review step and waits for confirmation before assigning an owner. Once confirmed, it routes based on the reviewed priority. This prevents urgent enquiries from being under-prioritised or low-priority ones from jumping the queue.

What happens if the owner needs more information from the submitter?

If the resolution outcome indicates missing information, the workflow triggers a 'Request Further Information' step that contacts the submitter directly. Once a response comes back, the enquiry returns to the owner for continued handling rather than sitting unresolved. The status and history stay visible throughout.

Who needs access to this workflow?

Finance and customer service staff who investigate and respond to enquiries need access as assignees, along with anyone responsible for reviewing low-confidence classifications or priorities. Managers who need visibility into enquiry status and resolution records can be given read or oversight access. Access levels are configured directly inside assess.one.

Can we customise the routing logic or add more classification categories?

Yes. Steps like classification, priority assessment, and routing rules are all editable inside assess.one, so teams can add categories, adjust confidence thresholds, or change who enquiries route to. Notification content and timing, including the confirmation email and next-day feedback request, can also be customised without any external development work.

How long does it take to get this workflow live?

The template is ready to use, so publishing it takes minutes, not weeks. Once published, the finance and customer service team can start receiving and handling live billing enquiries immediately, with steps and roles adjusted on the fly as needed.

Does the workflow keep a record for compliance or audit purposes?

Yes. Every step — from record creation through classification, assignment, resolution, and closure — is logged with status changes, so there's a traceable history for each enquiry. This supports internal audit needs and gives managers a clear view of how enquiries were handled and by whom.

What happens after an enquiry is resolved?

Once the owner records a response, the workflow sets the enquiry status to resolved and sends a closure email to the submitter. The next day, it automatically sends a feedback request, closing the loop without requiring manual follow-up from the team.