Distributor and Reseller Enquiry Form Workflow

What does this workflow record for each enquiry?

Each enquiry becomes a record with a reference number, a status (New, Assigned, Closed), and a timeline of what happened. The record captures the priority determined either by AI or by the channel lead, the channel manager's response notes and decision, and the closure email content. Table views and dashboards let a workspace see all enquiry records grouped by status.

Who is involved in reviewing and responding to an enquiry?

The channel lead is assigned a task to manually set priority when the AI's confidence is low. The channel manager is then assigned a review task, either a 1-day task for high-priority enquiries or a 3-day task for medium/low priority, and records response notes and a decision. If the decision is to progress, the channel team is separately assigned a task to arrange next steps.

How is enquiry priority determined?

AI rates each enquiry's priority based on the submitted territory, products of interest, and business type. When the AI flags the case as needing human review, the channel lead is assigned a task to manually set the priority instead, and that value is saved to the record. Otherwise, the AI-determined priority is saved directly to the record.

What happens after the channel manager records a decision?

The recorded decision routes the enquiry down one of two paths. If the decision is Progress, a task is created for the channel team to arrange next steps within 5 days, and this task does not block the enquiry from closing. If the decision is Decline or any other outcome, the enquiry proceeds directly to closure with a closure email sent to the enquirer.

How do we change this workflow?

A workflow can be changed by describing the desired change in plain English or by editing its steps directly in the workflow editor. Earlier versions of the workflow are kept, so a workspace can review how the process has evolved over time. This makes it straightforward to adjust SLA durations, task assignments, or form fields as business needs change.

Does the enquirer need an account to submit or track their enquiry?

No account is required. Enquirers submit through a public request form and receive updates via email, and SMS if a mobile number is provided, using the reference number generated when their record is created. The closure email later communicates the recorded response and decision back to them.

What is captured on the channel manager's review task versus the record?

Because the workflow waits for the channel manager's review task, the Response Notes and Decision entered on that task are saved directly to the enquiry record. This differs from the channel team's next-steps task, which the workflow does not wait for, so its Next Steps Notes remain with that task and are visible in the record's task list rather than saved as record fields.

Can the SLA timings for review tasks be adjusted?

Yes, the due dates for the channel manager's review tasks, currently 1 day for high priority and 3 days for medium/low priority, are defined steps in the workflow and can be edited in the workflow editor or updated by describing the change in plain English. Any adjustment applies going forward while prior versions of the workflow remain on record.