Automatically classify, summarise and route enquiries so the right person can take action sooner.
Start with a fixed-scope pilot
Choose one routine enquiry type and test draft replies with staff approval and measurable results. Explore the Enquiry-to-Draft Pilot and optional monthly workflow care.
What can be automated
- Identify enquiry type and urgency
- Extract contact and requirement details
- Draft acknowledgement or response
- Create CRM records and tasks
- Escalate sensitive or high-value messages
Keep people in control
Approvals can be required before sending, and uncertain messages can always be routed for manual review.
Measure the improvement
Track response times, enquiry volumes, categories and outstanding actions.
How an enquiry workflow is designed
We start with the routes enquiries already take: website forms, shared inboxes, direct email and any existing CRM or ticketing system. Together we agree which details are essential, who owns each type of request and what should happen when information is missing. The resulting workflow can record the original message, extract relevant fields, flag likely duplicates and create a task for the right team. Rules and review steps are agreed before any automated response is sent.
For example, a website enquiry can be checked for required contact details, added to a CRM with its source recorded and assigned to an owner. A request with incomplete details can be held for review; a sensitive or unusual message can be escalated instead of receiving an automatic reply. These are design options, not a claim that every enquiry should be handled in the same way.
Safeguards and handover
- Agree what data is collected and which connected systems may receive it.
- Set approval points for messages that need a human decision.
- Test missing fields, duplicate submissions, failed integrations and retries.
- Decide who monitors exceptions and owns updates after launch.
The agreed scope should identify any required platform licences, API access, mailbox permissions and ongoing support. We document the workflow and its exception routes so your team can see where an enquiry went and what still needs attention. If your website form also needs work, website automation can be scoped alongside the workflow. For the customer-record side, see CRM integration.
Enquiry automation questions
Will customers receive an automatic reply?
Only where that is suitable for the enquiry and approved in the design. Acknowledgements can be drafted for review, sent under defined rules or omitted entirely.
What happens when a message cannot be classified?
We define an exception route, such as a review queue or assigned task, so uncertainty is visible to a person rather than silently treated as a successful classification.
Can this work with our existing CRM?
Often, but the practical options depend on the CRM’s integration methods, permissions and data model. We check those before committing to a build.