Service guides / AI automation
Workflow mapping · AI automationEmail enquiry routing: workflow mapping
Make the steps and handoffs visible. Start with redacted enquiries and team routing rules and plan a labelled queue with an assigned owner.
Available remotely for local and international enquiries. Platform choice and final scope depend on your requirements.
The project in view
- Start with
- redacted enquiries and team routing rules.
- Proposed result
- a labelled queue with an assigned owner.
- A decision to resolve
- ambiguous requests and messages needing a personal response.
This is a planning example. It does not describe a completed client engagement.
Workflow mapping for this project
- Start when redacted enquiries and team routing rules is available and approved for use.
- Create a draft of a labelled queue with an assigned owner, with source references attached.
- Route ambiguous requests and messages needing a personal response to the nominated reviewer before issuing the final result.
Questions to answer together
- What starts the work, and what marks it complete?
- Who reviews the intermediate result?
- Where does an exception go, and who resolves it?
What to have at the end
A sequence of steps showing inputs, decisions, handoffs and completion.
Record the decision on ambiguous requests and messages needing a personal response alongside the source material. If it is still unresolved, identify who can answer it and what work depends on the answer.
Prepare your enquiry
Use this as a starting point. Add your current process, available examples and constraints before sharing.
Send your completed brief to hello@iansamonte.com or visit the main page to discuss your project.