Workflow Template
Privacy Enquiry Contact Form Workflow
Website privacy enquiry intake that acknowledges the enquirer, uses AI to prioritise the enquiry (escalating to a human when unsure), assigns the privacy officer to handle it, and routes formal data rights requests to a dedicated data requests process while closing general enquiries with a response.
This workflow is designed for privacy officers and compliance teams who receive privacy enquiries through a website contact form and need a consistent way to acknowledge, prioritise and respond to them. It automates enquirer acknowledgement by email and SMS, uses AI to rate enquiry priority (escalating uncertain cases to a privacy lead for a manual decision), assigns the privacy officer to assess and respond within a priority-based timeframe, and routes formal data rights requests to a dedicated data requests process while closing general enquiries with a response. The result is a traceable record for every enquiry, from submission through to closure or referral.
Business Outcomes
- Faster acknowledgement of privacy enquiries through automated email and SMS confirmation
- More consistent prioritisation of enquiries by combining AI rating with human review for uncertain cases
- Clearer accountability through direct assignment of enquiries to the privacy officer with defined response timeframes
- Reduced manual handoffs when routing formal data rights requests into a dedicated process
- A complete timeline on each enquiry record supporting easier tracking and reporting
Workflow Steps
Steps
- 1Create Privacy Enquiry Recordcreate record
Registers the submitted privacy enquiry as a record.
- 2Set Status to Newupdate record
Marks the enquiry status as New on creation.
- 3Email Acknowledgementsend email
Sends the enquirer an acknowledgement email with their reference number.
- 4Check if Mobile Number Provided
Determines whether to send an SMS confirmation based on whether a mobile number was given.
mobile_number: ""→Send SMS ConfirmationDefault→AI: Prioritise Enquiry - 5Send SMS Confirmationsend sms
Texts the enquirer a short confirmation with their reference number.
- 6AI: Prioritise Enquiryai prioritisation
Uses AI to rate the enquiry priority from the enquiry type and message, treating complaints and data requests as High.
- 7Route on AI Priority Confidence
Sends unclear ratings to the privacy lead for a manual decision, otherwise proceeds with the AI rating.
_ai_priority_ai_prioritise_enquiry_needs_human_review: "true"→Privacy Lead: Set PriorityDefault→Save AI Priority - 8Privacy Lead: Set Prioritycreate task
Asks the privacy lead to manually set the priority when the AI rating is uncertain.
- 9Save Manually Set Priorityupdate record
Persists the privacy lead's manually chosen priority to the record.
- 10Save AI Priorityupdate record
Persists the AI-determined priority to the record.
- 11Set Status to Assignedupdate record
Marks the enquiry status as Assigned before handling begins.
- 12Route on Priority for Handling Task
Routes High priority enquiries to a 1-day task and all others to a 3-day task for the privacy officer.
priority: "High"→Privacy Officer: Handle High Priority EnquiryDefault→Privacy Officer: Handle Enquiry - 13Privacy Officer: Handle High Priority Enquirycreate task
Assigns the privacy officer to assess and respond to a High priority enquiry within 1 day.
- 14Privacy Officer: Handle Enquirycreate task
Assigns the privacy officer to assess and respond to the enquiry within 3 days.
- 15Save Request Type and Responseupdate record
Persists the privacy officer's determination of request type and their response to the record.
- 16Route on Request Type
Routes formal data rights requests to the data requests process and closes general enquiries.
request_type: "Formal rights request"→Set Status to Referredrequest_type: "General enquiry"→Set Status to ClosedDefault→End - 17Set Status to Referredupdate record
Marks the enquiry status as Referred for a formal data rights request.
- 18Privacy Officer: Log Data Subject Access Requestcreate task
Creates a fire-and-forget task for the privacy officer to log the enquiry as a data subject access request.
- 19Email Referral Noticesend email
Notifies the enquirer that their request has been passed to the data requests process.
- 20Set Status to Closedupdate record
Marks the enquiry status as Closed for a general enquiry.
- 21Email Closure Noticesend email
Sends the enquirer the response and confirms their enquiry is closed.
Fields
Show all 10 fieldsShow fewer fields
FormPrivacy Enquiry
- Full Name*· Text
- Email Address*· Email
- Mobile Number (optional)· Phone
- Privacy Enquiry Type*· Choice
- Message*· Long text
TaskPrivacy Lead: Set Priority
- Set Priority*· Choice
TaskPrivacy Officer: Handle High Priority Enquiry
- Is this a formal data rights request?*· Choice
- Response to Enquirer*· Long text
Other fields
- Enquiry Status· Choice
- Priority· Choice
- Full Name*
- Email Address*
- Mobile Number (optional)
- Privacy Enquiry Type*
- Message*
- Enquiry Status
Forms
Privacy Enquiry
5 fields
Data Views
Privacy Enquiries
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
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FAQs
Why should we automate privacy enquiry intake instead of handling it manually?
Manual intake often means inconsistent acknowledgement times and enquiries getting lost across inboxes. This workflow creates a record for every submission with a reference number and status, automatically acknowledges the enquirer, and assigns handling to the privacy officer with a set response timeframe. That structure helps reduce the risk of enquiries being missed or delayed.
What is the ROI of using this workflow compared to a shared inbox?
A shared inbox requires staff to manually triage, acknowledge and track each enquiry, which takes time and is prone to inconsistency. This workflow automates acknowledgement, applies AI-based prioritisation, and routes work to the right person, reducing the manual effort spent on routine intake tasks. Teams can redirect that saved time toward actually assessing and responding to enquiries.
How does the AI prioritisation work, and what happens when it is uncertain?
The AI step rates each enquiry's priority based on the enquiry type and message content, treating complaints and data requests as High. When the AI is unsure of its rating, the enquiry is routed to the privacy lead, who manually sets the priority instead. Whichever priority is set—AI-determined or manually chosen—is saved to the record before the enquiry moves to the privacy officer.
Who is responsible for handling the enquiry, and how is the workload split by priority?
The privacy officer is assigned to assess and respond to every enquiry. High priority enquiries are routed to a 1-day task, while all other enquiries are given a 3-day task, letting the privacy officer focus first on higher-urgency cases. In both cases, the privacy officer records whether the enquiry is a formal data rights request and provides their response to the enquirer.
What happens when an enquiry turns out to be a formal data rights request?
If the privacy officer determines the enquiry is a formal data rights request, the record status is set to Referred, a task is created for the privacy officer to log it as a data subject access request, and the enquirer receives an email notice that their request has been passed to the data requests process. This keeps the initial enquiry record and the data requests process linked while directing follow-up work to the right place.
What happens when an enquiry is a general enquiry rather than a formal request?
General enquiries are closed directly within this workflow. The record status is set to Closed, and the enquirer is emailed the privacy officer's response along with confirmation that their enquiry has been closed.
Can we customise the request form fields or response timeframes?
Yes. Changes can be made by describing the change in plain English or by editing the steps directly in the workflow editor, and earlier versions of the workflow are kept. This makes it straightforward to adjust the form fields, response windows, or messaging as requirements change.
Does the enquirer need an account to submit or respond to a request?
No. Enquirers interact through the public request form on your website and through any forms emailed to them, without needing to create or log into an account. This keeps the process simple for the person submitting the enquiry.
How do we track the status of privacy enquiries across the team?
Each enquiry is created as a record with a reference number, a status (such as New, Assigned, Referred or Closed), and a timeline showing what has happened. Table views and dashboards display records by status, and workspace activity is logged, giving the team visibility into where each enquiry stands.
Does this workflow make us compliant with privacy regulations?
This workflow records statuses, the values staff enter (such as priority and whether a request is a formal data rights request), and a timeline of actions taken on each enquiry. It does not itself determine or guarantee legal compliance, so each business should confirm its own regulatory obligations and how this record-keeping supports them.
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