The form sent an email, but nobody replied. Follow one request from submission to its owner, status and next action.
Collect the service, contact details and a short brief.
Mark required fields clearly; ask deeper questions during the conversation.
Choose where enquiry status lives. Give each request a stable reference so forms, replies and the CRM point to the same record.
Assign each request to a person or queue.
Decide who checks unassigned enquiries and who takes over when someone is away.
Record the next action and due time.
'Awaiting a brief' should say what is missing and who will follow up.
In staging, make the CRM unavailable.
Confirm the enquiry stays saved, a person sees the failure and a retry creates no duplicate.
Trace a website enquiry through storage, ownership and follow-up, then test what happens when an email or CRM connection fails.
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Find the explanation, a practical checklist and relevant help in the full guide.
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More storiesKeep one record, an owner and a next action. Check the oldest open request regularly. Use the full guide to test each handoff.