Workflow Template

Product Enquiry Contact Form Workflow

Captures product enquiries from a website contact form, acknowledges the enquirer by email and SMS, uses AI to prioritise the enquiry (with human fallback), assigns it to the sales/product enquiries team with an SLA based on priority, closes the loop with a response email, and follows up one day later with a feedback survey.

Organisations handling website product enquiries need a consistent, visible process that acknowledges customers quickly and routes each enquiry to the right team without delay. This workflow captures enquiries from a public request form, sends automatic email and SMS acknowledgements, uses AI to assess priority with a human fallback for the sales lead when confidence is low, and assigns the enquiry to the product enquiries team under a priority-based SLA. Workspace admins and members are involved through prioritisation and response tasks, while the enquirer receives a closing response email and a feedback survey one day later, with every step recorded on the enquiry's timeline.

Business Outcomes

Helps reduce delays in acknowledging product enquiries through automatic email and SMS confirmations
Supports faster and more consistent prioritisation by combining AI assessment with a human fallback task
Makes it easier to track response performance against priority-based SLAs of 1 or 3 days
Improves visibility of enquiry status and history through a timeline recorded on each record
Supports ongoing service improvement by capturing structured feedback shortly after closure

Workflow Steps

Steps

1
Create Enquiry Recordcreate record
Creates the product enquiry record from the submitted form data.
2
Set Status to Newupdate record
Sets the enquiry status to New immediately after creation.
3
Send Acknowledgement Emailsend email
Emails the enquirer an acknowledgement with their reference number.
4
Check if Mobile Number Provided
Checks whether the enquirer supplied a mobile number to decide if an SMS confirmation should be sent.
enquirer_mobile: ""→Send SMS Confirmation
Default→AI: Rate Enquiry Priority
5
Send SMS Confirmationsend sms
Texts the enquirer a short confirmation with their reference number.
6
AI: Rate Enquiry Priorityai prioritisation
Uses AI to rate the enquiry priority as High, Medium or Low based on enquiry type and question, treating strong buying intent as High.
7
Route on AI Priority Confidence
Routes to human review if the AI is unsure, otherwise proceeds with the AI-assigned priority.
_ai_priority_ai_prioritise_enquiry_needs_human_review: "true"→Sales Lead: Set Priority
Default→Save AI-Determined Priority
8
Sales Lead: Set Prioritycreate task
Creates a task for the sales lead to manually set the priority when the AI is unsure, due in 1 day.
9
Save Manually Set Priorityupdate record
Saves the sales lead's manually chosen priority to the record.
10
Save AI-Determined Priorityupdate record
Saves the AI-determined priority to the record.
11
Set Status to Assignedupdate record
Sets the enquiry status to Assigned now that a priority has been determined.
12
Route Task by Priority
Routes High priority enquiries to a 1-day response task and all others to a 3-day response task.
enquiry_priority: "High"→Product Enquiries Team: Respond (High Priority)
Default→Product Enquiries Team: Respond (Medium/Low Priority)
13
Product Enquiries Team: Respond (High Priority)create task
Creates a task for the product enquiries team to respond to a High priority enquiry within 1 day.
14
Product Enquiries Team: Respond (Medium/Low Priority)create task
Creates a task for the product enquiries team to respond to a Medium or Low priority enquiry within 3 days.
15
Save Response to Recordupdate record
Saves the response given by the product enquiries team to the record.
16
Set Status to Closedupdate record
Sets the enquiry status to Closed now that a response has been given.
17
Send Closed Notification Emailsend email
Emails the enquirer that their enquiry is closed, including the response given.
18
Wait 1 Day Before Feedback Request
Waits one day after closing the enquiry before requesting feedback.
19
Request Feedbackrequest external input
Sends the enquirer a short feedback form with a 1-5 rating and comments.

Fields

Show all 11 fields

FormProduct Enquiry

Name*· Text
Email*· Email
Mobile Number· Phone
Product of Interest· Text
Enquiry Type*· Choice
Your Question*· Long text

Other fields

Priority*· Choice
Enquiry Status*· Choice
Response Given to Enquirer*· Long text
Satisfaction Rating*· Number
Feedback Comments· Long text

Name*
Email*
Mobile Number
Product of Interest
Enquiry Type*
Your Question*

Forms

Product Enquiry

6 fields

Data Views

Product Enquiries

enquirer_name, product_of_interest, enquiry_type, enquiry_priority +1 more

Dashboard Widgets

Enquiries by Status

Recommended integrations

Setup the following integrations to extend workflow capability.

Send SMS in the workflow
TwilioAWS SNS
Send email in the workflow
AWS SES

product enquiry formproduct inquiry formproduct contact formproduct question formproduct information request

Similar Workflows

Sales Lead Management Workflow Sales Opportunity Workflow Sales Quote Workflow

Similar Categories

Sales & CRM

FAQs

What does this workflow record on each enquiry?

Each enquiry becomes a record with a reference number, a status, and a timeline showing what happened at each step. The record captures the priority set (either by AI or by the sales lead), the response given by the product enquiries team, and the status progression from New through Assigned to Closed. Feedback submitted afterwards, if the form is completed, is also saved to the record.

Who is involved in handling a product enquiry?

The enquirer submits the initial request through a public form and later receives emails, an SMS confirmation if a mobile number was provided, and a feedback survey, none of which require them to hold an account. Internally, the sales lead is assigned a task to manually set priority when the AI is unsure, and the product enquiries team is assigned a task to respond within the applicable SLA.

How does the AI prioritisation step work, and what happens if it's unsure?

The AI reviews the enquiry type and question to rate priority as High, Medium or Low, treating strong buying intent as High. When the AI's confidence is low, the workflow routes the enquiry to a task for the sales lead to manually set the priority instead, ensuring an assessment is still made before the enquiry proceeds.

How is the SLA determined for responding to an enquiry?

Once a priority has been set, either by the AI or by the sales lead, the enquiry status is updated to Assigned and routed based on that priority. High priority enquiries generate a task for the product enquiries team due in 1 day, while Medium and Low priority enquiries generate a task due in 3 days.

What happens after the product enquiries team responds?

The response entered on the task is saved to the record as the workflow waits for that task to complete, and the enquiry status is set to Closed. The enquirer then receives a closing notification email that includes the response given, closing the loop on their original question.

How do we change this workflow to fit our process?

A workflow can be adjusted by describing the desired change in plain English or by editing its steps directly in the workflow editor, and earlier versions are kept for reference. This makes it straightforward to adjust SLA timeframes, add tasks, or amend the messaging without a separate development project.

How is feedback collected after an enquiry is closed?

One day after the enquiry is set to Closed, the workflow automatically sends the enquirer a short feedback form asking for an overall satisfaction rating from 1 to 5 and any comments or suggestions. This feedback is saved to the record and can be reviewed alongside the enquiry's full timeline.

Can this workflow be running for our team quickly?

Yes, this is a ready-to-use template, so a workspace can publish it and start running the live enquiry process within minutes. There is no installation or separate development project required to get started.

Where can we see the status of all product enquiries?

Table views and dashboards display records by status, making it possible to see at a glance which enquiries are New, Assigned or Closed. Workspace activity is also logged, supporting oversight of how enquiries are progressing across the team.

Ready to use this workflow?

Create a free account and customise this workflow for your business.