Wholesale Enquiry Contact Form Workflow

What happens if the customer doesn't provide a mobile number?

The workflow checks whether a mobile number was entered on the request form. If it's missing, the SMS confirmation step is skipped and the enquiry continues straight to AI priority assessment, so a missing mobile number never blocks the process.

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

When the AI priority assessment flags low confidence, the enquiry is routed to the sales lead, who sets the priority manually on a task the workflow waits for. That manually set priority is then saved to the record instead of the AI's rating, so the rest of the workflow always has a priority to route on.

Can this handle both high priority and standard enquiries differently?

Yes. Enquiries marked High priority get a qualification task due in 1 day, while all other enquiries get a 3-day qualification task, both assigned to the sales owner. Whichever path runs, the response and qualification decision entered on the task are saved to the record.

What if the sales owner decides the enquiry isn't qualified?

The workflow checks the Qualification value the sales owner entered. If it's not Qualified, the workflow skips the quote preparation task and moves straight to closing the enquiry, sending the closure email with the sales response included.

Who is responsible for preparing the wholesale quote, and is it tracked closely?

Once an enquiry is qualified, a quote preparation task is assigned to the sales team with a 2-day target. This task is fire-and-forget, meaning the workflow doesn't wait for it to finish before closing the enquiry, and any quote notes entered stay with that task in the record's task list.

Can we customise the due dates, form fields or messages?

Yes. Due dates, task assignments, form questions and email or SMS content can all be adjusted by describing the change in plain English or editing the steps directly in the workflow editor. Earlier versions of the workflow are kept, so changes can be reviewed over time.

Does the customer need to log in to respond or check status?

No account is required at any point. Customers submit the initial enquiry through a public request form and receive updates and the feedback survey by email or SMS, responding directly through those messages.

What information ends up on the enquiry record versus staying on a task?

Answers entered on tasks the workflow waits for, such as priority, response and qualification, are saved directly to the enquiry record. Quote notes from the fire-and-forget quote task stay with that task in the record's task list rather than on the record itself.

How do we know where an enquiry stands at any given time?

Each enquiry is a record with a reference number, a status such as New, Assigned or Closed, and a timeline of what has happened. Table views and dashboards show enquiries grouped by status, making it easy to see what's outstanding.

What happens after the enquiry is closed?

Once the enquiry is closed and the customer receives the closure email with the sales response, the workflow waits one day and then sends a short feedback survey asking for an overall satisfaction rating and any comments. This helps the team track customer sentiment after each wholesale enquiry.