Sales Enquiry Contact Form Workflow

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

When the AI's confidence is low, the workflow routes the enquiry to a sales lead with a task to manually set the priority. The workflow waits for this task to complete before continuing, and whatever priority the sales lead chooses is saved to the record. This keeps uncertain calls in human hands while letting clear-cut cases move through automatically.

Can this handle enquiries submitted without a mobile number?

Yes. The workflow checks whether a mobile number was provided on the form and only sends the SMS confirmation when one exists. If no mobile number is given, that step is skipped and the enquiry proceeds straight to AI priority assessment, so no enquiry stalls waiting for a phone number.

What if a salesperson misses the response deadline?

High priority enquiries carry a 1-day due date and all others a 3-day due date on the salesperson's response task, and the workflow waits for that task before moving forward. The task and its due date appear on the record's timeline, so overdue enquiries are visible in the workspace's table views and dashboards. Staff can follow up directly with the assigned salesperson based on that visibility.

How does a qualified lead get into the sales pipeline?

After the salesperson records the outcome, the workflow checks whether it was marked as a qualified lead. If so, it creates a task for the sales team to add the lead to the pipeline within 2 days; this task doesn't hold up the rest of the workflow, so the enquiry is still closed out and the enquirer notified while pipeline follow-up happens in parallel.

Can we customise the response deadlines or the questions on the forms?

Yes. A workspace admin can describe the change in plain English or edit the steps directly in the workflow editor, for example adjusting the 1-day and 3-day response windows or changing the fields on the request or feedback forms. Earlier versions of the workflow are kept, so changes can be reviewed or reverted if needed.

What if the enquirer doesn't respond to the feedback request?

The feedback form is emailed to the enquirer one day after closure and asks for an overall satisfaction rating and any comments. Since the enquirer doesn't need an account to respond, if they don't fill it in, the enquiry record simply stays at Closed status with no feedback recorded, and the record's timeline reflects that the request was sent.

Who is involved in handling a sales enquiry through this workflow?

A sales lead may be brought in to manually set priority when the AI is unsure, a salesperson is assigned to respond to the enquiry and record the outcome, and the sales team receives a task to add qualified leads to the pipeline. All of these are task assignments to workspace members rather than approval steps, and each is visible on the enquiry record's timeline.

What does the enquirer actually receive during this process?

The enquirer gets an acknowledgement email with their reference number right after submitting, an SMS confirmation if they provided a mobile number, a closure email once the salesperson's response and outcome are recorded, and a feedback form one day after closure. They interact with all of this through emailed forms and the original public request form, without needing to create an account.

How is the outcome of the sales response tracked on the record?

When the salesperson completes their response task, the response given and outcome they select are saved directly to the enquiry record because the workflow waits for that task. This saved outcome then determines whether the enquiry routes to a sales pipeline task or proceeds directly to closure, and it's also included in the closure email sent to the enquirer.