An illustrative workflow
An enquiry arrives → details are captured → the right person is notified → a response is reviewed → a follow-up is scheduled.
Start with a clear process
Decide which messages can receive a standard acknowledgement, who owns each enquiry and when a reminder is useful. Keep pricing, unusual requests and commitments under human review.
Where your team stays in control
A useful enquiry needs enough context to act on. Missing details, duplicate contacts and existing customers should be handled deliberately rather than treated as brand-new leads.
What to measure
Time to first response, enquiries with an owner, overdue follow-ups and manual handling time. More replies do not guarantee more sales.