Service Enquiry Contact Form Workflow

How is this workflow audited within assess.one?

Every step — from enquiry creation through status changes, classification, routing decisions, and closure — is recorded within assess.one with a timestamped history. This gives compliance and operations teams a complete record of who acted, when, and what decision was made at each stage. The audit trail supports internal review and external compliance requests without needing separate reporting tools.

Who has access to enquiry records and routing decisions?

Access is configured directly in assess.one using role-based permissions, so only designated service owners, sales owners, and administrators can view or act on records relevant to their role. Manual review steps, such as classification or priority review, can be restricted to specific roles to maintain segregation of duties. Administrators retain oversight across the full workflow for governance purposes.

How does this integrate with email and SMS notifications?

Confirmation emails and SMS messages are configured within assess.one's built-in notification settings, with SMS triggered conditionally when a mobile number is provided. There is no third-party development required — templates, triggers, and recipient logic are all managed inside the platform. Closure emails and feedback follow-ups use the same integrated notification framework.

Can the classification and priority logic be customised?

Yes, the service classification categories, priority rules, and confidence thresholds that trigger manual review can all be adjusted within assess.one's step configuration. Organisations can tailor routing logic to reflect their own service lines, sales structure, and urgency definitions. Changes take effect immediately without requiring a new implementation cycle.

What happens when classification or priority confidence is low?

When automated classification or prioritisation does not meet a defined confidence threshold, the enquiry is routed to a manual review step for a designated team member to confirm or correct the outcome. This checkpoint helps reduce misrouted or mis-prioritised enquiries reaching the wrong owner. The reviewer's decision is then fed back into the workflow to continue routing automatically.

Who needs access to this workflow to operate it effectively?

Typical participants include marketing or web-team staff who monitor incoming enquiries, sales and service owners who receive assigned enquiries, and a small number of reviewers responsible for manual classification and priority checks. Administrators configuring notification templates and routing rules also require access. Roles and permissions are managed centrally within assess.one.

How long does implementation take?

The template can be published and made live within minutes, with no separate implementation project or software installation required. Once published, the team can immediately begin receiving, classifying, and routing live enquiries. Adjustments to steps, roles, or notification logic can be made afterwards directly in assess.one as requirements evolve.

How is enquiry closure and feedback handled?

Once a response is recorded, the enquiry status is updated and a closure email is sent automatically to the enquirer. A brief feedback request follows approximately one day later, configured as part of the same workflow, to help capture customer sentiment on the resolution. This closes the loop while creating a record that supports service quality reviews.

Can approval or escalation logic be added for sales-related enquiries?

Yes, the routing step that separates sales and service ownership can be extended with additional approval or escalation logic as needed, such as requiring sign-off for high-value commercial enquiries. These adjustments are made directly within the platform's step configuration rather than through external development. This supports alignment with internal sales governance policies.