Workflow Template
Property Enquiry Contact Form Workflow
Captures public website property enquiries via a short contact form, confirms receipt by email/SMS, automatically categorises and prioritises the enquiry, assigns it to a property manager/agent to respond, and closes the enquiry with a closure email and a delayed feedback request.
Property enquiries often sit unanswered in a shared inbox while agents scramble to figure out who's responding and how urgent the lead actually is — by then, the prospect has already called a competitor. This workflow captures every website enquiry the moment it's submitted, sends an instant confirmation, categorises and prioritises it automatically, and routes it to the right property manager or agent without manual sorting. Teams using this process respond faster, track every enquiry to closure, and automatically follow up for feedback without anyone having to remember.
Business Outcomes
- Helps reduce average first-response time on property enquiries
- Supports more consistent lead categorisation and prioritisation
- Reduces manual handoffs between reception and agents
- Improves visibility into enquiry status from submission to closure
- Increases feedback response rates through automated delayed follow-up
Workflow Steps
Steps
- 1Create Enquiry Recordcreate record
Registers the submitted enquiry as a record.
- 2Set Status to Newupdate record
Marks the enquiry as newly received.
- 3Send Confirmation Emailsend email
Immediately confirms receipt of the enquiry to the submitter.
- 4Mobile Number Provided?
Sends a confirmation SMS only if a phone number was provided.
phone: ""→Send Confirmation SMSDefault→Categorise & Prioritise Enquiry - 5Send Confirmation SMSsend sms
Sends a short SMS confirming receipt of the enquiry.
- 6Categorise & Prioritise Enquiryai classification
AI classifies the enquiry type and assesses urgency based on timing/availability, in one automated step with no human review.
- 7Assess Priorityai prioritisation
AI assesses urgency based on preferred timing or property availability signals in the message.
- 8Save Category & Priority to Recordupdate record
Persists the automated category and priority attributes on the record before assignment. No approval step — routing is fully automatic.
- 9Assign to Property Manager/Agentassign user
Assigns the enquiry to the appropriate property manager or agent for response.
- 10Respond to Enquirycreate task
Assigned agent contacts/responds to the enquirer and records the outcome of assistance provided.
- 11Close Enquiryupdate record
Marks the enquiry as closed after the requester has been assisted. Terminal step for all paths.
- 12Send Closure Confirmation Emailsend email
Notifies the submitter that their enquiry has been closed.
- 13Wait 1 Day Before Feedback Request
Pauses for one day after closure before requesting feedback.
- 14Send Feedback Requestrequest external input
Sends a short feedback request to the submitter one day after closure.
- 15Set Status to Respondedupdate record
Marks the enquiry as responded once the agent has assisted the enquirer, before closing it.
Fields
- Full Name*
- Email Address*
- Mobile Phone Number (optional)
- Property Address or Reference
- Enquiry Type*
- Preferred Viewing or Contact Time (if relevant)
- +5 more fields
Forms
Property Enquiry
7 fields
Data Views
All Property Enquiries
full_name, email, enquiry_type, enquiry_category +2 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 Workflows
Similar Categories
FAQs
What happens if the enquirer doesn't provide a mobile number?
The workflow checks for a mobile number at the 'Mobile Number Provided?' step. If none is given, it skips the SMS confirmation and relies solely on the email confirmation, so the enquiry still progresses without interruption.
Can this handle high volumes of enquiries during peak listing periods?
Yes, each enquiry creates its own record and moves through categorisation, prioritisation, and assignment independently. Since the workflow runs inside assess.one, there's no manual bottleneck limiting how many enquiries can be processed at once.
What if an enquiry is miscategorised or needs a different priority?
Category and priority are saved directly to the enquiry record and can be adjusted by the assigned property manager or agent at any point before response. You can also customise the categorisation and prioritisation logic itself directly in assess.one to better fit your criteria.
How long does it take to get this workflow live?
The template is ready to use, so publishing takes minutes, not weeks. Once published, your team can start receiving and responding to live property enquiries immediately.
Can we customise who the enquiry gets assigned to?
Yes, assignment rules, roles, and notification settings are all configurable inside assess.one. You can set up assignment by property, region, agent availability, or any logic that fits your team's structure.
What if a property manager doesn't respond to an assigned enquiry in time?
You can configure notification and escalation logic within the workflow steps to alert a manager or reassign the enquiry if it stalls. This is set up directly in the platform without needing developer involvement.
Who needs access to this workflow?
Front-of-house or marketing staff who need visibility into incoming enquiries, and property managers or agents who respond and close enquiries, typically need access. Admins configuring categorisation rules or assignment logic will also need editor access in assess.one.
What happens after the enquiry is closed?
A closure confirmation email is sent automatically to the enquirer, and the workflow waits one day before sending a feedback request. This delay helps capture more genuine feedback once the enquirer has had time to reflect on the interaction.
Can we change the delay before the feedback request is sent?
Yes, the wait period is a configurable step and can be adjusted to any timeframe that suits your follow-up strategy. You can edit this directly within the workflow settings in assess.one.
Does this support compliance or audit requirements for enquiry handling?
Every enquiry record tracks status changes, categorisation, assignment, and response history, which supports internal audit trails. You can review the full lifecycle of any enquiry directly in assess.one without needing separate reporting tools.
Ready to use this workflow?
Create a free account and customise this workflow for your business.