How an agency can triage new project enquiries

Identify the request type

Distinguish new project enquiries from existing-client questions, supplier offers, and unrelated submissions. Review the full message rather than classifying solely by a keyword. A simple manual review can be appropriate while you learn the patterns. Automating an unclear rule tends to reproduce the confusion faster.

Capture project context

Record the requested service, stated objective, timing, and open questions. Leave scope or budget unknown when the person has not supplied them. A short clarification can be more useful than preparing an estimate based on assumptions. Avoid turning an incomplete enquiry into a confident project brief without further discussion.

Choose a response path

A basic service question may be answered by the first reviewer, while a specialist question needs a handoff. Define who handles each situation and how they acknowledge responsibility. Carry the original context into the handoff so the prospect does not have to repeat the same information to several colleagues.

Track the next step

Add a clear note and follow-up timing when appropriate. Review uncontacted enquiries during the daily routine. Happitap helps keep records together, but routing decisions and response commitments need an explicit process. Verify any automation before relying on it to represent the agency’s promise to a prospective client.