Workflow Template
General Enquiry Contact Form Workflow
Captures general enquiries from a website contact form, acknowledges receipt by email/SMS, uses AI to prioritise the enquiry (with human fallback), assigns it to the enquiries team with an SLA based on priority, records the response, closes the enquiry with a reply email, and follows up one day later with a feedback request.
Organisations handling a steady flow of website enquiries need a consistent, visible way to acknowledge, prioritise and respond to each one without enquiries slipping through the gaps. This workflow captures enquiries from a public request form, uses AI to assess priority with a human fallback for uncertain cases, assigns response tasks to the enquiries team against a priority-based SLA, and closes the loop with a reply email and a follow-up feedback request. The enquiries coordinator and enquiries team members are the people involved, with every stage recorded on the enquiry's timeline.
Business Outcomes
- Faster acknowledgement of incoming enquiries through automatic email and SMS confirmation
- More consistent prioritisation by combining AI assessment with a coordinator fallback for uncertain cases
- Clearer accountability through SLA-based response tasks assigned to the enquiries team
- Improved visibility into enquiry status and history via the record timeline and dashboards
- Ongoing insight into service quality through automated post-closure feedback requests
Workflow Steps
Steps
- 1Create Enquiry Recordcreate record
Creates the enquiry record from the submitted contact form.
- 2Set Status to Newupdate record
Marks the enquiry status as New immediately after creation.
- 3Send Acknowledgement Emailsend email
Emails the enquirer an acknowledgement with their reference number.
- 4Check if Mobile Number Provided
Checks whether the enquirer supplied a mobile number to receive an SMS confirmation.
mobile_number: ""→Send SMS ConfirmationDefault→AI Priority Assessment - 5Send SMS Confirmationsend sms
Texts the enquirer a short confirmation with their reference number.
- 6AI Priority Assessmentai prioritisation
Uses AI to assess the enquiry's priority based on its type and message.
- 7Route on AI Priority Confidence
Sends uncertain AI priority assessments to the enquiries coordinator for manual review; otherwise saves the AI result.
_ai_priority_ai_prioritise_enquiry_needs_human_review: "true"→Coordinator Sets PriorityDefault→Save AI Priority - 8Coordinator Sets Prioritycreate task
Enquiries coordinator manually sets the priority when the AI is unsure, due in 1 day.
- 9Save Manually Set Priorityupdate record
Saves the coordinator's manually chosen priority to the record.
- 10Save AI Priorityupdate record
Saves the AI-determined priority to the record.
- 11Set Status to Assignedupdate record
Marks the enquiry status as Assigned before creating the response task.
- 12Route by Priority for Response Task
Routes High priority enquiries to a 1-day response task and all others to a 3-day response task.
priority: "High"→High Priority Response TaskDefault→Standard Priority Response Task - 13High Priority Response Taskcreate task
Creates a task for the enquiries team to respond to a High priority enquiry within 1 day via the preferred contact method.
- 14Standard Priority Response Taskcreate task
Creates a task for the enquiries team to respond to a Medium/Low priority enquiry within 3 days via the preferred contact method.
- 15Save Response (High Priority)update record
Saves the recorded response given to the enquirer onto the record.
- 16Save Response (Standard Priority)update record
Saves the recorded response given to the enquirer onto the record.
- 17Set Status to Closedupdate record
Marks the enquiry status as Closed after a response has been recorded.
- 18Send Closure Emailsend email
Emails the enquirer to let them know their enquiry is closed, including the response given.
- 19Wait One Day
Pauses for one day before requesting feedback.
- 20Request Feedbackrequest external input
Emails the enquirer a short feedback form with a 1-5 rating and comments.
Fields
Show all 11 fieldsShow fewer fields
FormGeneral Enquiry
- Name*· Text
- Email*· Email
- Mobile Number (optional)· Phone
- Enquiry Type*· Choice
- Message*· Long text
- Preferred Contact Method*· Choice
Other fields
- Enquiry Status· Choice
- Priority· Choice
- Response Given*· Long text
- Feedback Rating (1-5)· Number
- Feedback Comments· Long text
- Name*
- Email*
- Mobile Number (optional)
- Enquiry Type*
- Message*
- Preferred Contact Method*
Forms
General Enquiry
6 fields
Data Views
Enquiries Overview
full_name, enquiry_type, priority, enquiry_status
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
Similar Workflows
Similar Categories
FAQs
What does this workflow record for each enquiry?
Each enquiry becomes a record with a reference number, a status, and a timeline showing every step that has occurred, from creation through to closure and feedback. Data captured on the request form, along with the priority and the response given, is saved to the record. Feedback submitted afterwards is recorded via the emailed feedback form. Any business relying on this history for its own record-keeping should confirm this meets its own obligations.
Who is involved in handling an enquiry?
The enquiries coordinator is involved when AI's priority assessment is uncertain and manual review is needed. Enquiries team members are assigned the response task, which they complete via the preferred contact method within the SLA set for the enquiry's priority. Both roles are workspace users assigned to specific tasks within the workflow.
How does the workflow decide who reviews the AI priority assessment?
When the AI marks its own priority assessment as needing human review, the enquiry is routed to the enquiries coordinator, who has one day to set the priority manually. If the AI is confident in its assessment, that priority is saved directly to the record without manual involvement. This split is designed to reduce manual workload while keeping a fallback for less certain cases.
What determines the response deadline for an enquiry?
Once priority is set, the workflow routes High priority enquiries to a response task due within 1 day, and Medium or Low priority enquiries to a task due within 3 days. The enquiries team completes the relevant task and records the response given, which the workflow waits for before proceeding. This keeps response expectations tied directly to the priority assigned.
How do we change the priority levels or SLA timeframes?
Workflow steps such as the priority routing and task due dates can be adjusted by describing the desired change in plain English or by editing the relevant steps directly in the workflow editor. Earlier versions of the workflow are kept, so changes can be reviewed against prior configurations. This allows the SLA structure to be adapted as enquiry volumes or team capacity change.
What happens when an enquiry is closed?
After a response is recorded, the workflow sets the enquiry status to Closed and sends the enquirer a closure email that includes the response given. One day later, it automatically emails a short feedback form asking for an overall satisfaction rating and any comments. This gives a consistent close-out experience for every enquiry.
Can the request form fields be customised?
Yes, the fields collected on the public request form, such as enquiry type or preferred contact method, can be adjusted by describing the change in plain English or editing the form directly in the workflow editor. This allows the workspace to tailor the information gathered without needing a separate development project. Any change is applied to the live workflow, ready to use immediately.
Does the enquirer need an account to submit or track their enquiry?
No account is required; enquirers submit through the public request form and receive updates and forms by email, including their reference number, acknowledgement, closure notice, and feedback request. This keeps participation straightforward for the person raising the enquiry. All their interactions are reflected in the enquiry's record and timeline for the workspace to review.
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