Service Enquiry Contact Form Workflow

What does this workflow record about each enquiry?

Each enquiry is created as a service_enquiry record with a reference number, a status (New, Assigned, Closed) and a timeline of what happened. The record stores the priority determined either by AI or by the service lead, the response given by the service team, and the feedback rating and comments submitted later. Workspace activity related to the enquiry is also logged.

Who is involved in handling a service enquiry?

The enquirer submits details through a public request form and later receives emailed acknowledgements, a closure notice and a feedback form, without needing an account. Internally, the service lead is assigned a task to manually set priority when AI confidence is low, and the service team is assigned tasks to respond within the applicable SLA.

How is enquiry priority determined?

An AI step rates each enquiry's priority based on the service of interest, message content, urgency and commercial intent. If the AI rating has low confidence, the enquiry is routed to the service lead, who completes a task to manually set the priority, due in 1 day; otherwise the AI-assigned priority is saved directly to the record.

What happens if the mobile number is not provided?

The workflow checks whether a mobile number was entered on the request form. If one was provided, an SMS confirmation with the reference number is sent; if not, the workflow proceeds without sending an SMS, and the acknowledgement email is still sent to the enquirer.

How does the response SLA work for different priorities?

Once priority is set and the status changes to Assigned, the workflow routes High priority enquiries to a service team task due within 1 day, while all other priorities are routed to a task due within 3 days. In both cases, the workflow waits for the task to be completed, and the response given is saved to the record before the status is set to Closed.

What happens after an enquiry is closed?

Once the status is set to Closed, the enquirer receives a closure email that includes the response given by the service team. One day after closure, the workflow automatically emails a short feedback form asking for an overall satisfaction rating and any comments or suggestions.

How do we change this workflow?

A workflow can be adjusted by describing the desired change in plain English or by editing its steps directly in the workflow editor, such as changing SLA durations or adjusting the acknowledgement message. Earlier versions of the workflow are kept, making it straightforward to review or revert changes over time.

Can the enquiry priority process be customised?

Yes, the AI priority rating step, the confidence threshold that triggers the service lead's manual review task, and the SLA durations tied to each priority level can all be edited in the workflow editor. This allows a workspace to tune how enquiries are prioritised and how quickly the service team is expected to respond.

How does the workspace track enquiries at each stage?

Table views and dashboards display enquiry records grouped by status, such as New, Assigned or Closed, giving staff visibility into where each enquiry stands. The record's timeline captures each step completed, including task assignments, priority decisions and responses given, supporting oversight across the service team.