Media and Press Enquiry Contact Form Workflow

Why should we automate media enquiry intake instead of managing it by email?

Handling press enquiries through a shared inbox makes it hard to see which requests are urgent or who is responsible for a reply. This workflow captures every enquiry as a record with a reference number, status and timeline, so nothing is missed and progress is visible at a glance. It also removes manual steps like typing acknowledgement emails or chasing colleagues for a priority call.

What is the return on investment of using this workflow?

The workflow reduces time spent on repetitive tasks such as acknowledging enquiries, assigning spokespeople and emailing final responses, freeing the communications team to focus on drafting quality replies. Because AI pre-assesses priority and only escalates low-confidence or high-priority cases, the communications lead spends less time triaging routine enquiries. Faster acknowledgement and clearer deadlines also help teams respond within journalist timeframes more consistently.

How does this compare to handling press enquiries manually?

Manually, someone has to read each enquiry, judge its urgency, notify the right people and track replies across email threads. This workflow automates the acknowledgement, uses AI to suggest a priority rating, and routes uncertain or high-priority cases to the communications lead for a manual decision. Spokesperson tasks are then created with due dates already set based on priority, so response timing is built into the process rather than tracked separately.

What happens when the AI is not confident about the priority rating?

When the AI's priority assessment needs human review, the workflow assigns a task to the communications lead to set the priority manually before the enquiry proceeds. The workflow waits for this task, and the value the communications lead enters is saved directly on the enquiry record. This keeps ambiguous cases from being mis-prioritised while still automating the majority of enquiries.

Who is responsible for high-priority enquiries and how quickly are they actioned?

High-priority enquiries trigger a non-blocking alert task to the communications lead, due within one day, so they are aware even while the process continues. The spokesperson is then assigned a task with a one-day due date to draft the approved response, compared with three days for standard enquiries. This tiered timing helps urgent press requests get attention sooner without slowing down routine enquiries.

Can we customise the priority levels, task deadlines or form questions?

Yes, workflow changes can be made by describing the change in plain English or by editing the steps directly in the workflow editor, and earlier versions are kept. This means due dates, routing conditions, or the fields on the public request form can be adjusted as your team's process evolves. Any workspace can adapt the template to its own escalation thresholds or response windows.

Do journalists need an account to submit or track their enquiry?

No, journalists submit enquiries through a public request form and receive updates by email, including an acknowledgement with their reference number and, if a mobile number is provided, an SMS confirmation. They are notified again by email once the approved response is ready and the enquiry is closed. No login or account is required at any point in this process.

What is saved on the enquiry record versus on individual tasks?

Answers entered on tasks the workflow waits for, such as the communications lead's manually set priority and the spokesperson's approved response, are saved on the enquiry record itself. Information entered on tasks the workflow does not wait for, such as the high-priority alert acknowledgement, stays with that task and appears in the record's task list. This distinction keeps the core record focused on the information needed to progress and close the enquiry.

How is the enquiry status tracked from start to finish?

Each enquiry moves through defined statuses recorded on the record: New when created, Assigned once handed to a spokesperson, and Closed once the final response is sent. These statuses, along with the full timeline of actions, are visible in table views and dashboards so teams can see enquiries at each stage. Every business should confirm what status and record-keeping detail meets its own reporting or compliance needs.

What tasks and decision points make up this workflow?

The workflow includes a communications lead task to set priority manually when AI confidence is low, a non-blocking alert task to the communications lead for high-priority enquiries, and a spokesperson task to draft the approved response with a due date based on priority. Key decision points route enquiries based on whether a mobile number was provided, whether the AI assessment needs human review, and whether the priority is high or standard. Each branch determines the messages sent and the deadlines applied to the response task.