Sales Enquiry Contact Form Workflow

What happens if the AI isn't confident about an enquiry's priority?

The workflow checks the AI's confidence score at the Route on Priority Confidence step. If confidence is low, the enquiry is routed to a manual review step where a team member confirms the priority before it moves forward. This keeps low-confidence calls from silently misrouting important leads.

Can this handle enquiries submitted without a mobile number?

Yes. The workflow includes a conditional check for whether a mobile number was provided. If none is given, the SMS confirmation step is skipped and only the confirmation email is sent, so the process doesn't stall waiting for data that isn't there.

What if we want to change who enquiries get assigned to?

Assignment logic in the Assign to Salesperson step can be edited directly inside assess.one — you can set rules by territory, product line, workload, or round-robin without any code. Changes take effect immediately on the next enquiry submitted.

How long does it take to get this workflow live?

Publishing the template takes minutes, not weeks. Once published, your team can start receiving and triaging real sales enquiries immediately — there's no separate implementation project or software installation required.

Who needs access to this workflow?

At minimum, salespeople who receive assigned enquiries and anyone responsible for manual priority review need access. Sales managers may also want visibility to monitor status and response notes. Access and permissions are configured directly in assess.one's role settings.

What happens if a salesperson doesn't respond to an assigned enquiry?

The workflow records status transitions (New, In Progress, Closed), so unresponded enquiries remain visible in the In Progress state rather than disappearing. Notification and escalation logic can be customised in assess.one to alert managers if an enquiry stalls.

Can we customise the confirmation email or SMS content?

Yes, both the Send Confirmation Email and Send Confirmation SMS steps can be edited within assess.one to match your brand voice, add dynamic fields, or adjust timing. No third-party tools or developer work are needed to make these changes.

What if we don't want a feedback request sent after closure?

The Wait 1 Day and Send Feedback Request steps can be removed or adjusted from the workflow builder if delayed feedback isn't part of your process. You can also change the wait period to a different interval, or replace it with a different follow-up action.

How is the initial response documented for compliance or review?

The Record Initial Response and Persist Response Notes steps capture what was communicated to the enquirer and store it against the enquiry record. This creates an auditable trail that managers or compliance reviewers can reference without digging through email threads.

Can this workflow integrate with our existing email or Slack setup?

Yes, notification channels like email and Slack are configured directly inside assess.one's integration settings, so confirmations, assignments, and closure messages can route through the tools your team already uses. No external integration platform or developer setup is required.