Enquiry to consultation
When to use it
Section titled “When to use it”- Lawyers, accountants, consultants, agencies or architects who win work from enquiries that arrive by form, WhatsApp or the website.
- A new enquiry should be called within hours, and nobody should forget to send the proposal.
- You want to see who was called, who booked, who signed and who went quiet.
Where the data comes from
Section titled “Where the data comes from”| How | What |
|---|---|
| A form people fill in | The Enquiry form this playbook creates. Put its link on your website, in your Instagram or LinkedIn bio and in your WhatsApp replies. |
| A booking form | The Book a consultation form it creates (a date and time slot tied to your opening hours). Each booking saves its time on the client. |
| A form your staff fill in | A short Engagement form your team fills when a client signs, declines or is still deciding, matched by phone. |
What it sets up
Section titled “What it sets up”| Kind | Name | What it does | Lands |
|---|---|---|---|
| Team | Intake | Calls new enquiries. | Empty |
| Team | Partners | Sends proposals, chases, and hears about enquiries nobody called in time. | Empty |
| Form | Enquiry | The enquiry form. A hidden field marks every enquirer as not yet a client. | Draft, not published |
| Form | Book a consultation | The consultation booking form. Each booking sends booking.created with the slot time. | Draft, not published |
| Form | Engagement | Partner-only form to record whether a client signed, declined or is still deciding. Matched by phone. | Draft, not published |
| Segment | Consultation soon | A consultation within the reminder window. | Ready |
| Segment | Consultation yesterday | Had a consultation in the last day and hasn't declined. | Ready |
| Segment | Consultation, no decision | Consultation 5 to 7 days ago and still neither signed nor declined. | Ready |
| Template | Enquiry received (SMS) | Thanks and the link to book a consultation. | Ready |
| Template | Consultation booked (email) | Booking confirmation with what to prepare. | Ready |
| Template | Consultation reminder (SMS) | Reminder before the consultation. | Ready |
| Follow-up | Enquiry: booking link | Thanks the enquirer and sends the booking link. | Off |
| Follow-up | Enquiry: intake call | Intake call task with reminders and escalation to the partners; saves the outcome and note. | Off |
| Follow-up | Consultation booked | When a consultation is booked, save its time on the client and send the confirmation. | Off |
| Follow-up | Consultation cancelled | A cancelled booking clears the saved time, so no reminder goes out. | Off |
| Follow-up | Consultation reminder | Hourly run over "consultation soon"; one reminder per consultation. | Off |
| Follow-up | After the consultation: send the proposal | Daily run; a task for the partners to send the proposal the day after a consultation. | Off |
| Follow-up | After the consultation: chase | Daily run; one chase task for clients with no decision five days after the consultation. | Off |
The questions it asks
Section titled “The questions it asks”| # | Question | Default | Fills in |
|---|---|---|---|
| 1 | What should messages call your firm? | none, must answer | org_name |
| 2 | What services do you offer? (people pick one on the enquiry form) One per line. Short names, as clients would say them. | Tax advice, Bookkeeping, Company registration, Something else | services |
| 3 | Which team calls new enquiries? (it can be just you) | Intake | intake_team |
| 4 | Which team sends proposals and hears about calls nobody made in time? (it can be just you) | Partners | partner_team |
| 5 | What should clients bring or prepare for the consultation? | none, must answer | prep_text |
Other settings
Section titled “Other settings”These have defaults. Change any that don’t fit.
| Setting | Default | Key |
|---|---|---|
| Sender address | ‹workspace default_sender› | email_from |
| Firm phone in messages | ‹workspace phone› | firm_phone |
| Hours the intake team has to call | 4 | intake_due_hours |
| Hours after which an uncalled enquiry goes to the partners | 24 | escalate_after_hours |
| Hours to send the proposal after the consultation | 48 | proposal_due_hours |
| Consultation reminder, hours before | 24 | reminder_hours |
| Default phone country on the forms | ‹workspace country› | default_country |
| Greeting when a first name is missing | there | greeting_fallback |
Timings
Section titled “Timings”- Booking link by SMS straight after the enquiry. The call task is created at the same time, due in 4 hours. If it isn't picked up after 24 hours it goes to Partners.
- A booking is confirmed by email straight away, with what to prepare.
- The reminder runs every hour and goes to anyone whose consultation is less than 24 hours away, once per consultation.
- The proposal task is created the day after the consultation, due in 48 hours.
- Five days after the consultation, if the client hasn't signed or declined, one chase task for Partners.
Channels
Section titled “Channels”| Channel | Needed for | Before it can send |
|---|---|---|
| sms | The booking link, the reminder | An SMS provider, or Origamy managed SMS after business verification (KYC). |
| The booking confirmation and what to prepare | A verified sending domain for ‹workspace default_sender›. |
What you need to do
Section titled “What you need to do”- Open the Book a consultation form in the form builder and choose the consultation service (its length and your opening hours) on the date and time question. A booking form can't be published until it has a service.
- Add people to the Intake and Partners teams. A task assigned to an empty team reaches nobody.
- When a client signs or says no, fill the Engagement form (phone and decision). It stops the five-day chase for that client. Bookmark it on the partners' phones.
- Publish the Enquiry, Book a consultation and Engagement forms, verify the sending domain, connect an SMS provider or finish business verification, then switch the follow-ups on one at a time and test with your own phone.
- Keep messages general. Don't put case details, tax figures or fees in the forms' answers that messages use, and check your professional body's rules on client confidentiality.
- Speed wins work. Most enquirers talk to two or three firms, and the first one to call usually gets the consultation. Keep the call task short (4 hours or less) and put your own number on the intake team if you do it all yourself.
- Many clients reach you on WhatsApp first. Put the Enquiry form link in your WhatsApp auto-reply and Instagram or LinkedIn bio, so those chats end up in the same follow-up as the website.
- Consultations are often free or paid by bank transfer. If you charge, say so in the “what to prepare” text rather than in an automatic message, and never put fees, case details or tax figures in a message.
- If more than one booking form is switched on in the workspace, the “Consultation booked” follow-up also runs for those bookings. Keep one booking form per workspace, or point this follow-up at the one form you want.
This playbook is synthesized: no customer has run it with us yet. If you build it, tell us what you changed, and we’ll replace it with the real version.
Copilot eval
Section titled “Copilot eval”The request used to test the copilot on this playbook (a live eval):
We're a small accounting firm. When someone fills in our enquiry form, text them a link to book a consultation and give our intake team a task to call them within 4 hours, escalating to the partners after a day. Remind people by SMS the day before their consultation. The day after it, give a partner a task to send the proposal. If they still haven't signed five days after the consultation, give the partner one more task to follow up.
It passes when every piece is a valid draft and everything lands off, with at least: form, segment, workflow, message_template. It must never use: discount, case number, tax owed.