A five-person sales team receives enquiries from several service pages. Some requests require integration expertise, others need a regional representative, and some arrive outside working hours.

Forwarding every submission to a shared inbox leaves ownership unclear. A routing workflow should produce a recorded decision and a recoverable next step.

Start after durable acceptance

Validate the enquiry and save it before promising receipt. Preserve permitted campaign context alongside the enquiry. Use a stable submission reference so later delivery and assignment attempts can be traced.

Keep contact matching separate from enquiry creation.…