Product Enquiry Contact Form Workflow

How is this workflow audited?

Every step in the workflow, from record creation to closure and feedback, is logged within assess.one, creating a timestamped history of status changes, classifications, assignments, and manual reviews. This gives compliance and management teams a traceable record of how each enquiry was handled without needing to build separate reporting tools. Audit logs can be reviewed at any time by users with appropriate permissions.

Who has access to enquiry records and responses?

Access is managed inside assess.one through role-based permissions, so only assigned sales or product contacts, reviewers, and administrators can view or act on a given enquiry record. Manual classification and priority review steps can be restricted to specific roles to support segregation of duties. Administrators can adjust access levels at any time as team structures or responsibilities change.

How does this integrate with email and SMS notification systems?

Email and SMS notifications, such as the confirmation, closure, and feedback request messages, are configured directly within assess.one rather than through separate third-party integrations. Notification templates, triggers, and conditional logic (such as sending SMS only when a mobile number is provided) can be set up and adjusted inside the platform. This keeps notification management centralised alongside the rest of the workflow.

Can the classification and prioritisation logic be customised?

Yes, the classification and prioritisation steps, including the confidence thresholds that trigger manual review, can be customised directly in assess.one to reflect an organisation's product categories, priority tiers, or risk criteria. Teams can adjust routing rules so enquiries are directed to the correct sales or product contact based on category or urgency. Changes take effect immediately without requiring redevelopment.

What happens when a manual classification or priority review is triggered?

When the system's confidence in an automated classification or priority assignment falls below a configured threshold, the enquiry is routed to a manual review step for a designated reviewer to confirm or adjust. This step helps reduce misrouted or mispriotised enquiries while keeping the majority of straightforward cases moving automatically. Reviewers can update the classification directly within the workflow before it proceeds to assignment.

Who typically needs access to this workflow?

Sales representatives, product specialists, customer service teams, and their managers typically need access, along with administrators responsible for configuring routing rules and notification settings. Compliance or quality assurance staff may also require read access to review closure records and audit trails. Access can be scoped tightly so each role only sees the information relevant to their responsibilities.

What compliance or approval considerations apply to this workflow?

Because the workflow captures personal contact details such as name, email, and phone number, organisations should consider data retention and consent policies when configuring the intake form and downstream steps. Manual review checkpoints for classification and priority support additional oversight for enquiries that may carry higher business risk. The closure step provides a documented approval point confirming the enquiry has been fully addressed before feedback is requested.

How long does implementation take?

This workflow template is ready to use, so it can be reviewed, adjusted, and published within minutes rather than requiring a lengthy implementation project. Once published, the live process is available immediately for sales and product teams to start managing incoming enquiries. Further adjustments to steps, roles, or notifications can be made directly in assess.one at any time without downtime.

What happens if an enquiry doesn't receive a response before closure?

The workflow requires a recorded response at the 'Respond to Enquiry' step before the enquiry can move into the closure stage, helping prevent premature closures. Status tracking (Open, Assigned, Closed) provides visibility into enquiries that may be stalled, supporting managers in identifying and escalating delayed cases. This structure is designed to support timely handling rather than guarantee a fixed response time.

Can the feedback request timing be adjusted?

Yes, the one-day wait period before the feedback request is sent can be modified directly within assess.one to match organisational preferences or customer experience policies. Teams can also customise the feedback request content or disable this step entirely for certain enquiry categories. Changes apply immediately to future enquiries processed through the workflow.