enaudo
Bring customer enquiries into your CRM
Customer enquiries from email, forms and chat can be brought into a shared customer record. The workflow checks existing contacts, creates a clearly identified case and assigns an owner. Draft replies are reviewed before they are sent.
When this workflow helps
This example is for service businesses with enquiries spread across several channels. The first bottleneck is getting from arrival to action: details are copied repeatedly, two people reply at once or nobody takes responsibility. This workflow ends with an assigned case and an approved first reply. Quotes and invoices belong to the subsequent business process.
The workflow, step by step
Thanks for the good conversation. Please send the quote directly to me.
Tom Muster
Muster GmbH
tom.muster@example.com
030 23125 101
New contactPreparedIn the CRM
New contactPreparedIn the CRM
Hello, this is Kai Probe from Sample Workshop.
Here are my details: 030 23125 103, kai.probe@example.com
Thanks, I will add you.
New contactPreparedIn the CRM
Contacts in the CRM (1)
The same action via API and MCP
What you click here can also be triggered by other programs and AI assistants. Shown for the latest contact as an example, no server is running.
API
POST /api/contacts
{
"name": "Sara Muster",
"company": "Muster GmbH",
"email": "sara.muster@example.com",
"phone": "030 23125 100"
} MCP
crm.create_contact({"name":"Sara Muster","company":"Muster GmbH","email":"sara.muster@example.com","phone":"030 23125 100"}) Try it: switch between e-mail, business card and chat, change the fields and add the contact. The details are prepared, no AI is running here. Nothing is saved.
Examples built for this website with invented data: no client systems, no references, no AI running. The scope is defined per project.
-
Capture the enquiry
Store the message, channel, arrival time and available contact details with a recognisable incoming-message identifier.
-
Check existing contacts
Search for customers and cases using agreed matching rules. Present uncertain matches for review.
-
Assign the case
Link the contact and request, create a unique new case where needed and assign a responsible person.
-
Prepare a reply
Use confirmed context to draft a first response or a focused request for missing information.
-
Approve the response
ApprovalThe owner checks recipient, wording and sensitive details before approving sending.
-
Continue the record
Record sending and the next task. Attach subsequent messages to the existing case.
Data, systems and people involved
- One or more authorised incoming channels with access to the necessary messages and metadata.
- A CRM or shared case interface holding contact reference, source, status, owner and next action.
- Rules for duplicates, team ownership and required fields. An email address is useful evidence, but does not always establish identity.
- Sales or customer service owns the follow-up. A named backup handles unassigned and stalled cases.
What runs automatically and who decides
Capture, field transfer, contact lookup and rule-based ownership can run automatically. AI may summarise the request and draft a reply. It does not independently decide prices, make commitments or merge uncertain customer records. Sending requires recorded human approval.
Exceptions, errors and stopping points
- The same message is delivered again: Its incoming identifier prevents a second case. Similar requests across channels are merged only when the match is sufficiently clear.
- Contact details are missing or a match is uncertain: Keep the case in a clarification queue rather than guessing which customer it belongs to.
- The CRM or sending channel is unavailable: Retain the enquiry and report the failed step. Before retrying a send, check whether the first message was already accepted.
A useful first scope and acceptance check
Begin with one channel and a clear ownership rule. Acceptance uses a new enquiry, an existing contact, a duplicate delivery and an incomplete record. Every message must be findable, have one traceable processing state and remain unsent until approval. Further channels follow once this works.
Related workflows and implementation
Frequently asked questions
Can messages from several channels share one case?
Yes, if enough information is available to match them. Existing case references are particularly useful. Conflicting or unclear contact details require a person to decide whether records should be combined.
Do we need to replace our CRM?
Not automatically. We first check the fields, permissions and connections your current CRM provides. An additional interface is useful only if the actual working process needs one.
What happens to incomplete forms?
A usable enquiry receives a visible clarification status. Missing details are identified, and a focused follow-up can be drafted for review and sending.
Will every enquiry receive an immediate automatic reply?
This example prepares a draft. A responsible person checks the content and recipient and approves sending. The case remains open for further work.
If a process is eating time in your team, describe it. We will say honestly whether automation is worth it.