Workflow Template
Consultation Enquiry Contact Form Workflow
Public-facing consultation enquiry contact form and lightweight workflow: captures a short enquiry, confirms receipt by email (and SMS if a mobile number is given), triages fit/urgency, assigns a consultant, arranges and records the consultation outcome, closes the request with a closure email, and follows up with a short feedback request one day later.
Consultation enquiries that sit in an inbox lose momentum fast, and manual follow-up means some never get a response at all. This workflow captures each enquiry, confirms receipt by email and SMS, triages it for fit and urgency, assigns a consultant, records the consultation outcome, and closes the request with a feedback request. Front-line staff and consultants run it end to end, with no enquiry left unactioned.
Business Outcomes
- Faster response times to new consultation enquiries
- Fewer enquiries falling through the cracks between intake and follow-up
- More consistent triage of fit and urgency across the team
- Clearer visibility into consultant workload and assignment
- Better feedback capture to support service improvement
Workflow Steps
Steps
- 1Create Enquiry Recordcreate record
Registers the incoming consultation enquiry as a record.
- 2Set Status to Newupdate record
Marks the enquiry as newly received.
- 3Send Confirmation Emailsend email
Sends an immediate confirmation email to the submitter.
- 4Check if Mobile Number Provided
Determines whether to send a confirmation SMS.
phone: ""→Send Confirmation SMSDefault→Review Enquiry for Fit and Urgency - 5Send Confirmation SMSsend sms
Sends a confirmation SMS to the submitter's mobile number.
- 6Review Enquiry for Fit and Urgencycreate task
Internal review to assess whether the enquiry is a good fit and how urgent it is.
- 7Record Fit & Urgency Assessmentupdate record
Persists the reviewer's fit/urgency assessment on the record.
- 8Route on Fit & Urgency
Routes poor-fit enquiries to closure and good-fit enquiries to assignment.
fit_urgency: "Poor Fit / Not Applicable"→Close Unsuitable Enquiryfit_urgency: "Good Fit - Urgent"→Assign Consultant or Salespersonfit_urgency: "Good Fit - Standard"→Assign Consultant or SalespersonDefault→Assign Consultant or Salesperson - 9Close Unsuitable Enquiryupdate record
Marks the record as closed when it is not a suitable fit for consultation.
- 10Assign Consultant or Salespersonassign user
Assigns the enquiry to the appropriate consultant or salesperson based on topic and urgency.
- 11Arrange Consultation and Record Outcomecreate task
Consultant arranges the consultation with the submitter and records the scheduled time and outcome.
- 12Record Consultation Outcomeupdate record
Persists the scheduled time and consultation outcome to the record.
- 13Route on Consultation Outcome
Routes no-show/unreachable cases back for another attempt to arrange the consultation, others to closure.
outcome: "No Show / Unreachable"→Retry Arranging Consultationoutcome: "Consultation Held - Proceeding"→Close Enquiry - Consultation Heldoutcome: "Consultation Held - No Further Action"→Close Enquiry - Consultation Heldoutcome: "Resolved Without Consultation"→Close Enquiry - ResolvedDefault→Close Enquiry - Resolved - 14Retry Arranging Consultationrestart from step
Loops back to re-attempt arranging the consultation after a no-show or unreachable outcome.
- 15Close Enquiry - Consultation Heldupdate record
Marks the enquiry as closed once the consultation has taken place.
- 16Close Enquiry - Resolvedupdate record
Marks the enquiry as closed when resolved without a consultation taking place.
- 17Send Closure Confirmation Emailsend email
Notifies the submitter that their enquiry has been closed.
- 18Send Feedback Requestrequest external input
Sends a short feedback survey to the submitter shortly after closure.
Fields
- Full Name*
- Company (if applicable)
- Email Address*
- Mobile Number (optional)
- Consultation Topic*
- Preferred Date or Time
- +5 more fields
Forms
Request a Consultation
7 fields
Data Views
All Consultation Enquiries
full_name, company_name, consultation_topic, enquiry_status +3 more
Dashboard Widgets
Recommended integrations
Setup the following integrations to extend workflow capability.
Send SMS in the workflow
Twilio
AWS SNSSend email in the workflow
AWS SES
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FAQs
How do I set up this workflow for our team?
Publish the template in assess.one and it's live in seconds — no implementation project needed. You then customise the confirmation email and SMS text, add your consultants as assignable users, and adjust the fit/urgency criteria to match your service. Once published, enquiries can start flowing through immediately.
What do I need before I publish this workflow?
You need a list of consultants or salespeople who can be assigned enquiries, and your email (and optionally SMS) settings configured in assess.one. It also helps to agree your fit and urgency criteria upfront so the triage step is consistent. No external software or developer setup is required.
How long does implementation take?
Publishing the workflow takes minutes. As soon as it's live, your team can start capturing and responding to enquiries immediately — there's no multi-week rollout.
Can we customise the triage and routing logic?
Yes. The fit and urgency assessment step, and the routing rules that follow it, can be edited directly in assess.one. You can change what counts as 'unsuitable', add extra urgency tiers, or adjust who gets notified at each stage.
Who needs access to this workflow?
Front-line staff who triage enquiries, consultants or salespeople who get assigned, and anyone responsible for closing requests or reviewing feedback. Access and permissions for each role are set inside assess.one, so people only see the steps relevant to them.
What happens if a consultation can't be arranged?
The workflow includes a retry step for arranging the consultation, so a failed attempt doesn't dead-end the enquiry. If it still can't be arranged, it routes to closure with an appropriate status, keeping the record accurate instead of leaving it open indefinitely.
How does the SMS confirmation work?
The workflow checks whether a mobile number was provided on the enquiry form. If one is given, a confirmation SMS is sent alongside the email; if not, that step is skipped automatically. SMS settings are configured within assess.one, not through a separate tool.
How is the feedback request handled?
One day after the enquiry is closed, the workflow automatically sends a short feedback request email. This timing and the message content can be adjusted in assess.one to suit your process.
What compliance considerations should we think about?
The workflow records enquiry details, assessment notes, and consultation outcomes, which supports an auditable trail of how each request was handled. You should confirm the data captured on the intake form and stored in the record meets your organisation's own data handling and retention requirements.
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