Franchise Enquiry Contact Form Workflow

Why should we automate franchise enquiry handling instead of managing it manually through email?

Manual handling of franchise enquiries often means inconsistent acknowledgement times and enquiries sitting unreviewed in a shared inbox. This workflow automatically creates a record, sends an acknowledgement email and SMS with a reference number, and assigns a timed review task to the franchise development manager. That structure helps reduce the chance of enquiries being overlooked and gives every enquirer a consistent first response.

What is the ROI of using AI to prioritise enquiries?

The AI Priority Assessment step rates each enquiry based on region, background and message completeness, which is designed to speed up the initial triage that a franchise lead would otherwise do manually for every submission. Low-confidence assessments are routed to a franchise lead for manual priority setting, so judgement is still applied where the AI result is uncertain. This combination can help the team focus review time on enquiries that matter most, without removing human oversight.

How does the priority routing affect how quickly enquiries get reviewed?

Once a priority is set, either by AI or manually, the enquiry status moves to Assigned and is routed by priority: High priority enquiries go to a 1-day review task, while all others go to a 3-day review task. This tiered timing is designed to help the franchise development manager respond to the most promising enquiries first while still keeping standard enquiries moving.

Who is responsible for reviewing and deciding on an enquiry?

The franchise development manager reviews the enquiry within the 1-day or 3-day task window depending on priority, recording Response Notes and a Decision of Progress or Decline directly on the record. If the AI priority assessment is low-confidence, a franchise lead first sets the priority manually before the enquiry reaches the franchise development manager. Both tasks are ones the workflow waits for, so the enquiry only moves forward once each person has completed their input.

What happens when the franchise development manager decides to progress an enquiry?

When the Decision is set to Progress, the workflow creates a task for franchise development to send the information pack within 5 days, with a Confirm Pack Sent field recorded on that task. The workflow does not wait for this task to complete before moving the enquiry status to Closed and sending the closure email, so pack dispatch and enquiry closure proceed in parallel.

What happens if the enquiry is declined?

If the Decision is set to Decline, the workflow skips the information pack task and moves straight to setting the enquiry status to Closed. A closure email is then sent to the enquirer that includes the franchise development manager's response notes, so the enquirer receives a clear final answer either way.

Can we customise the review timeframes or the information the form collects?

Yes. The workflow can be changed by describing the change in plain English or by editing its steps directly in the workflow editor, and earlier versions are kept so changes can be reviewed over time. This makes it straightforward to adjust review windows, add fields to the request form, or change the wording of the acknowledgement and closure messages.

How does the enquirer stay informed without needing to log in anywhere?

Enquirers submit details through a public request form and receive all subsequent communication, the acknowledgement email, acknowledgement SMS and closure email, directly to their email and mobile number. No account is required at any point, which keeps the process simple for prospective franchisees while the workspace tracks the enquiry's status and timeline internally.

What visibility does the team have into enquiry status and history?

Each franchise enquiry is a record with a reference number, a current status such as New, Assigned or Closed, and a timeline showing what has happened at each step. Table views and dashboards display records grouped by status, giving the team an overview of how many enquiries are awaiting review, in progress or closed at any time.