Workflow Template
Property Enquiry Contact Form Workflow
Captures property enquiries from a website contact form, acknowledges the enquirer by email/SMS, uses AI to prioritise the enquiry (with human fallback), assigns a property manager task to respond within an SLA based on priority, closes the enquiry with a response email, and follows up with a feedback request.
When property enquiries land in a shared inbox, agents lose track of who replied, viewing times slip through the cracks, and hot leads sit unanswered next to routine questions. This workflow captures every enquiry from a contact form as a record with a reference number, acknowledges the enquirer by email and SMS, uses AI to prioritise the enquiry with a human fallback when confidence is low, and assigns a property manager a response task with an SLA based on that priority. The result is a team that responds to urgent enquiries faster, closes every enquiry with a recorded response, and follows up automatically for feedback.
Business Outcomes
- Faster acknowledgement of every property enquiry, helping reduce enquirer drop-off
- More consistent response times through SLA-based tasks tied to priority
- Less manual triage, with AI prioritisation and a human fallback for low-confidence cases
- Clearer visibility into open enquiries via status tracking from New through to Closed
- Ongoing service insight from automated 1-5 feedback requests after closure
Workflow Steps
Steps
- 1Create Enquiry Recordcreate record
Registers the submitted enquiry as a property_enquiry record.
- 2Set Status to Newupdate record
Sets the enquiry status to New immediately after creation.
- 3Send Acknowledgement Emailsend email
Emails the enquirer an acknowledgement including their reference number.
- 4Check if Mobile Number Provided
Routes to SMS confirmation only if a mobile number was supplied.
enquirer_mobile: ""→Send SMS ConfirmationDefault→AI Priority Assessment - 5Send SMS Confirmationsend sms
Texts the enquirer a short confirmation including their reference number.
- 6AI Priority Assessmentai prioritisation
Uses AI to rate enquiry priority based on enquiry type, preferred time and message urgency.
- 7Route on AI Priority Confidence
Sends low-confidence assessments to the office manager for a manual decision, otherwise proceeds automatically.
_ai_priority_ai_priority_check_needs_human_review: "true"→Office Manager Sets PriorityDefault→Save AI-Assessed Priority - 8Office Manager Sets Prioritycreate task
Office manager reviews the enquiry and manually sets the priority when the AI is unsure, due within 1 day.
- 9Save Manually Set Priorityupdate record
Persists the office manager's chosen priority to the record.
- 10Save AI-Assessed Priorityupdate record
Persists the AI-determined priority to the record.
- 11Set Status to Assignedupdate record
Updates the enquiry status to Assigned before creating the response task.
- 12Route Response Task by Priority
High priority enquiries get a 1-day response SLA; all others get 3 days.
priority: "High"→Property Manager Response Task (Urgent)Default→Property Manager Response Task (Standard) - 13Property Manager Response Task (Urgent)create task
Property manager responds to this high priority enquiry within 1 day, recording the response and any viewing time.
- 14Property Manager Response Task (Standard)create task
Property manager responds to this enquiry within 3 days, recording the response and any viewing time.
- 15Save Response (Urgent Path)update record
Persists the response given and any viewing time arranged to the record.
- 16Save Response (Standard Path)update record
Persists the response given and any viewing time arranged to the record.
- 17Set Status to Closedupdate record
Updates the enquiry status to Closed before notifying the enquirer.
- 18Send Closure Emailsend email
Emails the enquirer that their enquiry is closed, including the response given.
- 19Wait 1 Day Before Feedback Request
Pauses for one day before requesting feedback from the enquirer.
- 20Request Feedbackrequest external input
Emails the enquirer a short feedback form with a 1-5 rating and comments.
Fields
Show all 14 fieldsShow fewer fields
FormProperty Enquiry
- Full Name*· Text
- Email Address*· Email
- Mobile Number· Phone
- Property Address or Reference*· Text
- Enquiry Type*· Choice
- Preferred Viewing or Contact Time· Text
- Message· Long text
TaskOffice Manager Sets Priority
- Set Enquiry Priority*· Choice
TaskProperty Manager Response Task (Urgent)
- Response Given*· Long text
- Viewing Time Arranged (if any)· Text
Other fields
- Enquiry Status· Choice
- Priority· Choice
- Overall Satisfaction*· Number
- Comments· Long text
- Full Name*
- Email Address*
- Mobile Number
- Property Address or Reference*
- Enquiry Type*
- Preferred Viewing or Contact Time
Forms
Property Enquiry
7 fields
Data Views
Property Enquiries
enquirer_name, property_reference, enquiry_type, priority +1 more
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
Similar Categories
FAQs
What happens if the AI isn't confident about an enquiry's priority?
When the AI priority assessment has low confidence, the workflow routes the enquiry to the office manager instead of proceeding automatically. The office manager sets the priority manually on a task due within 1 day, and that choice is saved to the record. If confidence is high, the AI-assessed priority is saved automatically and the enquiry moves straight to task assignment.
What happens if the enquirer doesn't provide a mobile number?
The workflow checks whether a mobile number was supplied on the request form. If it wasn't, the SMS confirmation step is skipped and only the acknowledgement email is sent. If a mobile number is present, the enquirer also receives a short SMS confirmation with their reference number.
How is the response SLA decided for a property manager?
Once the enquiry's priority is saved, the workflow routes the response task based on that value. High priority enquiries create an urgent task due within 1 day, while all other priorities create a standard task due within 3 days. Both tasks ask the property manager to record the response given and any viewing time arranged.
Can this handle enquiries where a viewing time is arranged?
Yes. The property manager response task includes an optional field for viewing time arranged alongside the response given. If a viewing time is recorded, it is saved to the enquiry record along with the response; if not, only the response is saved.
What if we want to change the SLA timeframes or priority levels?
You can describe the change in plain English, or open the workflow editor and adjust the task due dates and routing conditions directly. Earlier versions of the workflow are kept, so you can compare or revert changes made to SLAs or priority routing.
Who is involved in handling a property enquiry through this workflow?
The office manager is involved only when the AI priority assessment has low confidence, setting the priority manually on a task due within 1 day. The property manager is assigned the response task itself, on either a 1-day urgent SLA or a 3-day standard SLA depending on the saved priority, and records the response and any viewing time.
What happens after the enquiry is closed?
The enquiry status is set to Closed and a closure email is sent to the enquirer including the response given. The workflow then waits 1 day before emailing a short feedback form asking for an overall satisfaction rating from 1 to 5 and any comments.
What if the enquirer doesn't fill in every field on the request form?
The record is created as soon as the enquiry is submitted, and the mobile number check specifically routes based on whether that field was filled in. Other fields entered on the request form, such as enquiry type and preferred viewing time, are saved to the record and feed into the AI priority assessment.
Can we track how many enquiries are open, assigned, or closed at any time?
Yes. Each enquiry is a record with a status — New, Assigned, or Closed — and a timeline of what happened to it. Table views and dashboards show records grouped by status, giving you visibility into where each enquiry stands.
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