Media and Press Enquiry Contact Form Workflow

Why should our communications team automate media enquiry intake instead of managing it through a shared inbox?

A shared inbox makes it difficult to track ownership, priority, and response status consistently, which increases the risk of missed deadlines with journalists. This workflow automatically captures enquiries, sends confirmations, classifies topics, and assigns owners, so nothing depends on someone remembering to check a folder. It also creates a structured record of each enquiry that the whole team can see, reducing duplicated effort and confusion over who is handling what.

What is the ROI of implementing this workflow compared to manual handling?

The main return comes from faster response times, fewer missed urgent enquiries, and reduced administrative overhead for the communications team. Because the workflow automates confirmations, classification, and closure emails, staff spend less time on repetitive admin and more time on drafting quality responses. Over time, this can also support stronger media relationships by demonstrating responsiveness and professionalism.

How long does it take to get this workflow live?

The template is ready to use, so publishing it inside assess.one takes minutes rather than weeks. Once published, your team can start receiving and processing live enquiries immediately, with no separate implementation project or external development work required.

Can we customise the categorisation and priority logic to match our own criteria?

Yes, the classification and priority-setting steps can be adjusted directly within assess.one to reflect your team's own topic categories and urgency thresholds. You can also configure when a category requires manual human review versus automatic classification, giving you control over the balance between speed and accuracy.

Who typically needs access to this workflow within the organisation?

Access is generally limited to communications and PR staff who receive, review, and respond to media enquiries, along with any managers who need visibility into enquiry status and turnaround times. Roles and permissions can be configured within assess.one so that only relevant team members can view, assign, or update enquiry records.

What happens when an enquiry is flagged as urgent?

When the urgency check identifies a time-sensitive enquiry, such as one with a tight media deadline, the workflow immediately notifies the assigned communications owner rather than waiting for standard queue processing. This step is designed to help reduce the chance of missed deadlines by surfacing critical enquiries as soon as they are logged.

Does this workflow support compliance or audit requirements for external communications?

The workflow persists a record of the enquiry, its classification, the assigned owner, and the final response, creating a traceable history of how each media interaction was handled. This supports internal accountability and can help teams demonstrate consistent process adherence if external communications are later reviewed.

What happens if the automatic category classification is unclear or incorrect?

The workflow includes a check for whether a category needs human review, and if so, routes the enquiry to a manual confirmation step before the category and priority are finalised and persisted to the record. This helps balance automation speed with human judgment for ambiguous or sensitive topics.

How does the feedback request step work and why is it included?

One day after an enquiry is closed, the workflow automatically sends a short feedback request to the contact who submitted the original enquiry. This step is designed to help the communications team gather input on responsiveness and service quality without requiring manual follow-up tracking.

Can this workflow integrate with our existing email or Slack notifications?

Yes, notification channels such as email and Slack are configured directly inside assess.one as part of the workflow setup, so alerts for new enquiries, urgent flags, or assignment changes can be routed to the tools your team already uses. No third-party development work is required to set this up.