Digital Hub AI

Contact Enquiry Triage Automation

Classify contact-form enquiries and prepare a suggested reply without automatically sending messages.

By Content Team
Automation RecipesIntermediateSetup: 45–90 minutes
Works with:Platform Independent

This workflow can reduce inbox sorting while preserving human control over every external response.

Outcome

It labels a submission by enquiry type, identifies urgency signals and prepares a short response draft for review.

Workflow

  1. A valid contact-form submission is received after spam checks.
  2. The workflow removes fields not needed for classification.
  3. AI classifies the enquiry and extracts requested actions.
  4. The result is added to an internal notification or helpdesk draft.
  5. A person reviews, edits and sends the reply.

AI instruction

Classify this enquiry as editorial correction, general question, partnership, accessibility issue, privacy request, technical issue or other. Return: category, concise summary, requested action, urgency indicators, sensitive-data warning and a polite draft response. Never promise an outcome or send a message. If the enquiry may involve safety, privacy or legal rights, flag it for immediate human review.

Failure handling

If required information is missing, the workflow should stop and request human review. Keep the original submission, record the error and avoid silently retrying actions that could create duplicate records or messages.

Privacy and maintenance

  • Send only the minimum information required for the task.
  • Do not include passwords, payment information or unnecessary personal data.
  • Review access permissions and activity logs regularly.
  • Test the complete workflow after changing any connected service.