How to assign and follow up on website enquiries
Website edition prepared November 7, 2026. The archive date is a reading order; the source news date is listed below.
The enquiry has been forwarded twice. The customer is waiting, but the team cannot quickly identify who should reply. The missing part is a clear handoff.
1Receive the details
2Keep review visible
3Assign the next action
Integrations are scoped and tested separately.
Designing a flow and running it
FlowForma announced connections with Claude, ChatGPT and Microsoft Copilot on November 4 for conversational process design. The vendor says its own platform executes the processes within Microsoft 365 and SharePoint Online. This is a specific product announcement, rather than an included capability of every assistant account.
Write the handoff as an instruction
For an illustrative service enquiry, a useful first task could ask the employee to check whether the company handles the requested work and clarify the customer’s preferred date. Attach the original message and the details the customer supplied.
Name the employee or queue responsible for that review. A broad status such as new lead tells the team that something arrived, but it does not tell anyone what to do next. The task needs an action and a route back to the request.
Agree what happens when the usual reviewer is away. A request should not disappear into an individual inbox because the person who normally receives it is unavailable.
Keep the decision with its owner
A requested date remains a request until the business accepts it. A prepared reply remains a draft until it has been approved and sent. Show those states in the record so a colleague can explain the current position accurately.
The first automation can simply save the enquiry, assign the review and remind the team if it remains open. This gives the business a useful process without assuming that every decision should be automatic.
Follow the request after the alert
Submit a synthetic enquiry with missing information, then add a second message. Check whether both belong to the same conversation and whether the next employee can find them. Try an unavailable reviewer as well. Inspect the receiving record instead of treating a notification as a completed handoff.
ProgressorAI can help define and connect this narrow website-to-team process. The animation shows a request, review and assigned action using illustrative data.