# Customer Enquiry Workflow

Industry: Small Business
Difficulty: Beginner
Estimated setup time: 2-4 hours if FAQs and policies are ready
Conservative time saved estimate: May save 2-5 hours per week for frequent enquiries

Use this as a starting brief for an AI agent workflow. Review outputs before sending to customers or updating business records.

## Problem it solves
Owners often answer the same questions repeatedly while still needing to catch unusual cases.

## Desired outcome
Routine questions receive draft responses and risky cases are flagged for human handling.

## Best for
Businesses with repeat questions about services, bookings, pricing ranges, or policies.

## What it automates
Topic labels, draft FAQ answers, missing-information checks, and escalation flags.

## Tools needed
- FAQ or policy document
- Shared inbox
- AI assistant
- Help desk or CRM

## Recommended real-world tools
- Intercom: https://www.intercom.com/
  - Best use case: Customer enquiry workflows, FAQ response, support triage, and chat support.
  - Pricing note: Check official pricing before purchase.
  - Disclosure: Direct official link. No affiliate or sponsored relationship.
  - Last checked: 2026-06-21
- HubSpot: https://www.hubspot.com/
  - Best use case: Lead capture, CRM notes, follow-up tasks, and customer records.
  - Pricing note: Check official pricing before purchase.
  - Disclosure: Direct official link. No affiliate or sponsored relationship.
  - Last checked: 2026-06-21
- ChatGPT: https://chatgpt.com/
  - Best use case: Draft prompts, customer replies, summaries, content, and workflow policies.
  - Pricing note: Check official pricing before purchase.
  - Disclosure: Direct official link. No affiliate or sponsored relationship.
  - Last checked: 2026-06-21
- Zapier: https://zapier.com/
  - Best use case: Moving approved data between tools and triggering draft-mode workflows.
  - Pricing note: Check official pricing before purchase.
  - Disclosure: Direct official link. No affiliate or sponsored relationship.
  - Last checked: 2026-06-21

## Setup steps
1. List common questions and approved answers.
2. Define categories the agent may answer and categories it must escalate.
3. Connect only the source content required for those answers.
4. Review draft answers weekly and update the FAQ.

## Example prompt
Answer this customer enquiry using only the approved FAQ below. If the answer is not present, explain what information is missing and recommend escalation.

## Human approval rules
- Review customer-facing messages before sending during the pilot.
- Escalate complaints, legal issues, financial commitments, safety issues, and uncertain answers.
- Do not allow the agent to invent facts, pricing, availability, or policy wording.
- Keep a log of reviewed outputs and corrections.

## Test plan
- Sample size: Start with 10-25 real examples before expanding.
- Success metric: Time saved after review, response quality, correction rate, and customer impact.
- Review questions: Was the source data accurate? Did the agent stay within policy? Did a person approve the right cases?
- Rollback plan: Pause automation, disconnect tool access, and return to manual processing if outputs are unreliable.

## Related pages
- https://nexusdirective.com/ai-agents-for-customer-support/
- https://nexusdirective.com/guides/how-to-build-an-ai-agent-without-code/

## Disclosure
Tool links are official website links and are not affiliate or sponsored links unless marked otherwise. Check official pricing and vendor terms before purchase.