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Customer Enquiry Automation | AI Workflow
Built an automation workflow designed to streamline customer enquiry handling and reduce repetitive manual work.
Key Features:
Automates the customer enquiry workflow.
Connects workflow steps to process incoming enquiries.
Helps organize and manage customer communication efficiently.
Reduces manual effort and improves workflow consistency.
Objective: To help businesses handle customer enquiries more efficiently through workflow automation.
Skills & Tools: Workflow Automation, AI Integration, Process Optimization, Customer Enquiry Management.
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Really nice one, Max!
Most inbound bottlenecks aren't caused by low lead volume—they happen during triage.
When inquiries roll into a Google Sheet or CRM, operations teams often waste 10–15 minutes per submission reading through messy paragraphs, deciphering budget mismatch, and manually deciding who gets an immediate call vs. a standard rate sheet.
Instead of adding a bulky CRM add-on, I documented a lightweight 3-step automation pipeline built inside Make:
Intake & Extraction: An active listener triggers immediately upon a new submission, extracting core variables: client scope, target deliverables, timeline, and stated budget.
Context-Aware Evaluation (Gemini 2.5 Flash): The payload passes through an AI evaluation node with strict guardrails:
Evaluates budget against minimum agency criteria.
Assigns a triage score: Hot (immediate priority), Warm (nurture), or Cold (disqualified/template reply).
Generates a strict 15-word operational summary—no long paragraphs.
Determines an automated next step (e.g., routing to an account lead or flagging for asynchronous follow-up).
Data Return & Clean Pipeline: Appends the structured classification directly back to the master operational tracker, keeping the sheet filterable and clean.
The outcome: The sales and operations team can filter the entire board by priority status in two clicks, cutting first-touch response time to minutes without manually reading every single submission.
I’ve documented the full scenario map, execution logic, and data schemas below.
Curious how other agency operators and automation leads here handle their lead enrichment layer—are you doing AI scoring at the form level, or later in the CRM pipeline?:
For the budget gate, I'd keep an unstated budget separate from one explicitly below your minimum. Does the Make route ask for clarification when the amount or currency is missing, so a potentially suitable lead doesn't fall into Cold by default?
Everyone is shipping AI agents right now. Almost no one is testing them — and that is the whole problem.
A demo agent and a production agent are different animals. The demo works because you walked it down the happy path. Production breaks on the paths you never imagined.
A real example from my own work: a support assistant correctly handed a conversation to a human when someone wrote "I want to talk to a person" in Spanish — but not in English, because one phrase was missing from a rule. Every automated test passed. It only surfaced when I ran real conversations through it.
That is the gap the "agents will replace everything" wave keeps skipping. The hard part was never making an agent act. It is making it:
• say "I don't know" instead of guessing,
• hand control back to a human at the right moment,
• and prove, with tests, that it still behaves when the input gets strange.
Autonomy is cheap. Trustworthy autonomy is the real engineering.
Before you let an AI agent near real users or real data — what is the first thing you check?
The Spanish vs English handoff bug is such a good example. Every test passes until a real user shows up.
