Customer Inquiry Routing Flow
Route form and chat inquiries to the right team with a clear first reply.
Added October 15, 2026. Written with AI assistance and checked for clarity and placeholders; not reviewed by a lawyer, accountant, clinician or other professional. How these prompts are made
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Create a routing flow for customer inquiries at [BUSINESS_NAME]. Channels: [CHANNELS]. Teams and what each handles: [TEAMS]. Hours and response promises: [HOURS_AND_PROMISES]. Common inquiry types: [INQUIRY_TYPES]. Write routing rules as if-then lines, a fallback for unclear messages, and a first-reply template for each team that sets an honest expectation. Include a rule for messages that mention safety, legal threats, or a complaint about a person, which go to a named human immediately. Output the rules table, the reply templates under 70 words each, and a weekly check of messages that were rerouted by hand so the rules can improve. Also describe how the flow behaves outside opening hours, during a holiday, and when one team is overloaded, including the honest wording of the first reply in each case and a daily count of unanswered messages per team. Close with the three metrics to review monthly: share of messages routed correctly first time, median time to first human reply, and the number of customers who had to repeat themselves.
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