How this workflow could work.
Read the new enquiry
Bring the form submission or email together with permitted CRM history. Check for an existing contact so repeat enquiries stay with the right relationship owner.
Apply your routing rules
AI proposes the enquiry topic and extracts relevant details. Explicit rules assign the team using territory, service and availability. Ambiguous or incomplete requests enter a review queue.
Prepare a useful response
The assigned owner receives the enquiry, the routing reason and a reply draft asking only for missing details. The owner checks the message before sending.
A clear review point.
The workflow routes a conversation; it does not decide a person’s eligibility for finance or services. Staff can correct the category, reassign the owner and see why the original route was suggested.
Illustrative workflow. Scope, integrations and approval steps are agreed for your business.
What we need to scope it.
Bring your routing table, team ownership rules, enquiry categories and redacted examples of difficult cases. Agree the fallback owner for requests that do not fit a rule.
What we would test.
Check routing accuracy and duplicate creation on a labelled sample. Measure time to assignment, manual reassignment and the share of enquiries waiting without an owner.