No enquiry lands somewhere nobody is looking.
Enquiries arrive on whatever channel the sender happens to prefer. The web form goes to an inbox someone checks. The Instagram message goes to whoever runs the account. The missed call goes to voicemail nobody listens to. The one that gets lost is almost always the one that came in on the channel nobody was watching.
This catches every channel into one place, replies straight away with something actually useful, and records it against the right person. If they've been in touch before, it attaches to that conversation rather than creating a second record and sending a second first-reply.
How an enquiry stops landing on a channel nobody watches.
Enquiries from a web form, a direct message, a missed call or an email all land in one place. Each is acknowledged straight away and checked against your existing records. Someone new gets a new record with an owner. Someone who has already been in touch is attached to that conversation instead of becoming a duplicate.
Good fit, and not.
The second list is the useful one. If you recognise yourself in it, say so on the call and we’ll tell you that rather than sell you something.
Good fit if
- Enquiries reach you on more than two channels
- You've lost at least one you found out about later
- Different people answer different channels, and nobody sees the whole picture
Not a fit if
- Everything already arrives in one inbox that one person owns
- Your volume is low enough that a human sees each one within minutes anyway
- You'd rather nothing automatic ever replied on your behalf. Fair, and this isn't for you
What a build usually looks like.
Descriptions of what we build, not case studies. We have no clients yet, and these are illustrations rather than work delivered for anyone.
A one-inbox build
Every channel lands in a single queue, each with the original message attached and an owner assigned.
A first-reply build
Sends an acknowledgement that answers the two questions people always ask next, rather than confirming receipt.
A thread-matching build
Recognises someone who has written before and adds to their existing conversation instead of starting a new one.
For whoever asks the hard question.
Matching a new message to an existing person is the hard part, and it is where most builds quietly go wrong: match too loosely and you merge two different people, too tightly and you get duplicates. It matches on the identifiers you decide are reliable, and when it isn't confident it creates the record and flags the possible match rather than merging on a guess.
- Every channel logged
- Including the ones that fail, so a broken integration is visible.
- No double first-reply
- Someone who has written before doesn't get the introduction again.
- Original kept
- The raw message is stored beside the parsed version, so you can check it.
Thirty minutes to find out whether this is worth building.
Usually one to three weeks, depending on how many channels. You’ll get a written scope and a fixed price before anything is built, and if it isn’t a fit we’ll say so on the call.
Explore related work