Turn a new enquiry into a follow-up
Explore a sample enquiry from form submission to owner notification, reminder and handover—including missing information and failed delivery.
Illustrative walkthrough. Sample data, not a customer result.
1. Agree the intake
Who is involved: Together
Starting point: Your existing page, supported customer system, enquiry owner and approved wording.
What happens: Agree one form with up to ten fields, the acknowledgement, one reminder and the handoff rules.
What you receive: A small, agreed intake specification before configuration begins.
Sample enquiry fields
Field · Example · Rule
Reference · E101 · Created for the enquiry
Requested service · Workflow review · Required selection
Reply address · prospect@example.com · Required valid email
Enquiry owner · Operations inbox · Agreed destination
2. Route the enquiry
Who is involved: Labs
Starting point: The agreed fields and access to the existing tools.
What happens: Connect the form to the customer system, send the approved acknowledgement and notify the owner. Make waiting enquiries visible.
What you receive: A configured path with one follow-up reminder and a waiting-for-action view.
Sample waiting-for-action view
Reference · State · Next action
E101 · New · owner notified · Review the request
E102 · Awaiting response · Send the agreed reminder
E103 · Needs attention · Check missing enquiry details
3. Check five scenarios
Who is involved: Together
Starting point: The configured path and five agreed test scenarios.
What happens: Run the tests, inspect the results and use the included revision to address the agreed changes. A failed check stays visible until resolved.
What you receive: A recorded check of normal use and exceptions before handover.
Illustrative test plan, not measured results
Scenario · Expected behaviour
Complete enquiry · Save once and notify the owner
Required field missing · Explain what to complete
Invalid email · Ask for a valid address
Acknowledgement fails · Make the failure visible for follow-up
Enquiry still waiting · Run the agreed reminder rule
4. Hand over the workflow
Who is involved: Together
Starting point: The checked configuration and agreed revision.
What happens: Use the 30-minute handover to show where enquiries arrive, how to change wording and how to deal with exceptions.
What you receive: A team that knows how to operate the workflow. The target is three to five working days after access and wording are ready.
Handover
Your team keeps control of replies and follow-up. This example covers one form, one existing page and one customer system through a supported connector. SMS, WhatsApp, historical migration and bespoke API work are outside this service’s scope.
Compare routine enquiry administration
Illustrative assumptions: 25 Enquiries per week; 5 minutes currently and 2 minutes in the proposed process per item.
2.1 hours currently; 0.8 hours in the proposed process per week.
Example inputs cover recording, acknowledgement and checking the handoff. The proposed time includes human review. Writing a useful reply, doing the customer work, setup and testing are excluded. These figures are not observed delivery results.
This comparison is an estimate, not a promised saving.