Who this suits
Sales teams whose website submissions reach a shared inbox without clear ownership.
When a simpler option is a better fit
If one person handles all enquiries reliably, a monitored inbox may be enough without a separate routing engine.
Proposed workflow
Validate contact fields and service interest
Match an existing contact and apply the assignment rule
Create a follow-up task and confirm the responsible owner
Illustrative operating rules
Form-to-owner journey, required fields, routing rules, and duplicate handling
Illustrative design example. Adapt these rules with the responsible team before implementation.
| Record or decision | Illustrative rule | Accountable owner |
|---|---|---|
| Service interest | Route business systems enquiries to the designated specialist | Sales coordinator |
| Existing customer | Retain the account owner unless reassignment is approved | Account manager |
| No matching rule | Assign the fallback queue rather than discard the request | Sales lead |
Required inputs
- Form schema and spam controls
- CRM access and assignment roster
- Submission identifiers and a monitored fallback queue
Limits and exceptions
Use a submission ID to prevent duplicate tasks. An ambiguous contact match should go to review; a CRM outage must leave the saved submission available for recovery.
Scope and operating costs
Costs depend on form sources, routing branches and CRM fields. Begin with one validated form and a small set of assignment rules.
Acceptance and measurement
Measure unassigned enquiries, duplicate tasks and time to an owned next action. A notification sent without an owner is not completion.
Questions before starting
What inputs does this workflow need?
Form schema and spam controls; CRM access and assignment roster; Submission identifiers and a monitored fallback queue.
Discuss the scope and availability
Tell CraftDuka about the task, your current systems and the people who will use it. Our team is based in Nairobi and serves Kenya and East Africa. We will assess the fit and availability before agreeing a project.