Workflow Template
General Enquiry Contact Form Workflow
Captures general public enquiries via a short contact form, confirms receipt by email (and SMS if a mobile number is given), classifies and prioritises the enquiry, assigns it to the right team, tracks the response through to closure, sends a closure confirmation, and follows up with a brief feedback request a day later.
Public-facing organisations require a defensible, auditable process for handling general enquiries received through contact forms, particularly where response times and escalation decisions are subject to service-level commitments or regulatory scrutiny. This workflow governs the full enquiry lifecycle in assess.one — from initial capture and acknowledgement through classification, priority-setting, team assignment, response tracking, closure and post-resolution feedback — with human review checkpoints where automated classification or prioritisation confidence is low. Front-line support, service delivery, and quality assurance teams typically operate within this workflow, with oversight roles retaining visibility over routing decisions and closure records.
Business Outcomes
- Helps reduce time-to-acknowledgement for public enquiries through automated confirmation messaging
- Supports consistent classification and prioritisation by combining automated tagging with human review at low-confidence points
- Improves visibility into enquiry status and team workload through structured routing and status tracking
- Designed to strengthen accountability with a documented trail from intake to closure
- Makes it easier to capture post-resolution feedback to inform service quality improvements
Workflow Steps
Steps
- 1Create Enquiry Recordcreate record
Creates the enquiry record from the submitted contact form.
- 2Set Status to Openupdate record
Marks the enquiry as Open on intake.
- 3Send Confirmation Emailsend email
Sends an immediate confirmation email to the submitter.
- 4Mobile Number Provided?
Checks whether a mobile number was provided to decide if a confirmation SMS should be sent.
phone: ""→Send Confirmation SMSDefault→Classify Enquiry - 5Send Confirmation SMSsend sms
Sends a confirmation SMS to the submitter's mobile number.
- 6Classify Enquiryai classification
Uses AI to categorise the enquiry based on its type and message content.
- 7Route on Classification
Routes low-confidence classifications to human review; otherwise persists the category.
_ai_clf_classify_enquiry_needs_human_review: "true"→Human Review: Categorise EnquiryDefault→Save AI Category - 8Human Review: Categorise Enquirycreate task
Low-confidence classification — a team member reviews and sets the correct category.
- 9Save Manual Categoryupdate record
Persists the manually reviewed category to the record.
- 10Save AI Categoryupdate record
Persists the AI-determined category to the record.
- 11Set Priorityai prioritisation
Assesses urgency and assigns a simple priority level to the enquiry.
- 12Route on Priority Confidence
Sends low-confidence priority assessments to human review; otherwise persists the priority.
_ai_priority_prioritise_enquiry_needs_human_review: "true"→Human Review: Set PriorityDefault→Save AI Priority - 13Human Review: Set Prioritycreate task
Low-confidence priority assessment — a team member sets the correct priority.
- 14Save Manual Priorityupdate record
Persists the manually reviewed priority to the record.
- 15Save AI Priorityupdate record
Persists the AI-determined priority to the record.
- 16Assign to Teamassign user
Assigns the enquiry to the appropriate team or person based on its category.
- 17Set Status to In Progressupdate record
Marks the enquiry as In Progress while the assigned team prepares a response.
- 18Respond to Enquirycreate task
Assigned team member records their response to the enquirer.
- 19Record Response and Closeupdate record
Saves the response notes and marks the enquiry as closed.
- 20Send Closure Confirmation Emailsend email
Notifies the submitter that their enquiry has been answered and closed.
- 21Wait 1 Day Before Feedback Request
Pauses for one day after closure before requesting feedback.
- 22Request Feedbackrequest external input
Sends a short feedback request to the submitter about how their enquiry was handled.
Fields
- Full Name*
- Email Address*
- Mobile Number (optional)
- Enquiry Type*
- Message*
- Preferred Contact Method*
- +4 more fields
Forms
Contact Us
6 fields
Data Views
Enquiry Management
full_name, email, enquiry_type, enquiry_category +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 is this workflow audited?
Every enquiry record captures a timestamped history of status changes, classification decisions, priority assignments and the individuals or automated steps responsible for each action. This includes whether a category or priority was set by AI or confirmed through human review, giving reviewers a clear record for quality checks or compliance reporting. Records remain accessible within assess.one for as long as retention settings allow, supporting internal audit or external inspection requests.
Who has access to enquiry records and classification decisions?
Access is configured within assess.one by role, so only designated support staff, team leads or quality reviewers can view, act on or amend enquiry records. Permissions can be scoped so that human review steps for classification or priority are restricted to authorised reviewers only. Administrators retain oversight to adjust access as team structures or governance requirements change.
How does this integrate with email and SMS notification systems?
Confirmation emails, SMS acknowledgements and closure notifications are configured directly inside assess.one, with no external development work required. Notification content, triggers and conditional logic — such as sending SMS only when a mobile number is provided — can be adjusted within the platform's step settings. This keeps communication configuration under the same governance controls as the rest of the workflow.
How long does implementation take?
The workflow template is ready to use and can be published in minutes, after which the team can begin processing live enquiries immediately. There is no lengthy implementation project or external installation involved. Teams can adjust classification categories, routing rules, or notification wording either before or after going live, without disrupting active enquiry records.
What happens when the AI classification or priority confidence is low?
The workflow routes low-confidence classification or priority decisions to a human review step rather than proceeding automatically. A designated reviewer confirms the correct category or priority, and this manual decision is saved to the record alongside the original automated suggestion. This checkpoint is designed to reduce misrouting risk while keeping high-confidence enquiries moving without manual intervention.
Can the classification categories, priority levels and routing rules be customised?
Yes, categories, priority thresholds, team assignment logic and approval or review steps can all be configured directly within assess.one to match an organisation's existing service structure. Changes can be made without coding or external development support. This allows the workflow to be adapted as team responsibilities, service standards or reporting requirements evolve.
Who typically needs access to this workflow?
Front-line intake staff, team leads responsible for assignment, subject-matter reviewers handling escalations, and quality or service managers reviewing closure and feedback data typically require access. Access levels can be differentiated so that reviewers handling human classification or priority decisions have appropriately scoped permissions. Management or compliance stakeholders can be granted read-only visibility for reporting purposes.
What compliance considerations apply to enquiry response tracking?
The workflow's structured status tracking, from open through in-progress to closure, is designed to support organisations that need to demonstrate consistent handling of public enquiries against internal service standards. The recorded classification, assignment and closure history can support responses to freedom-of-information requests, service audits, or internal quality reviews. Organisations should confirm retention settings and access permissions align with their own regulatory obligations.
What happens at closure and the feedback follow-up stage?
When a response is recorded, the enquiry status is set to closed and a closure confirmation email is sent to the enquirer, documenting resolution within the record. Approximately one day later, a brief feedback request is triggered to gather input on the enquiry handling experience. Both the closure and feedback steps are logged against the enquiry record, supporting service quality reporting.
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