Capture
The enquiry arrives from a form, phone note or referral and is written into one structured record.
Solutions
Small systems with a clear job.
Every engagement starts with one process: who it serves, what triggers it, what must never be guessed and how a person takes over. Below is the shared shape of a lead workflow, then a library of starting patterns.
Lead-to-booking shape
Where automation helps—and where it stops.
Capture creates the record. Qualification chooses the route. Action moves the work. Handoff keeps judgement with your team.
Qualify
A short set of rules checks completeness, service fit and urgency so the right route is chosen.
Act
Follow-up starts, the calendar is offered, or the CRM is updated—without waiting for someone to copy fields.
Hand off
Anything uncertain, high-value or sensitive is paused for a person, with the full context attached.
- Money, safety and complaints stay with people
- Automation pauses when a customer replies
- Every system has an owner and a manual fallback
Support assistants
Useful answers. Honest boundaries.
Customer-facing assistants answer from approved knowledge. Pricing and scheduling questions collect the context needed for a useful reply. Safety concerns and complaints escalate immediately. Anyone can ask for a person at any time.
Pattern library
Starting points for discovery.
Filter by the part of the business you want to improve. Patterns are conversation starters for the audit, not fixed off-the-shelf products.
Enquiry qualifier
Collect the few facts needed to route a promising enquiry.
Quote follow-up
Send considered reminders and stop immediately when someone replies.
Knowledge receptionist
Answer from approved material and escalate uncertainty.
Conversation handoff
Pass the full context to a person without making customers repeat it.
Job-ready checklist
Verify prerequisites and surface missing details before scheduling.
Document preparation
Assemble repeatable drafts for a person to review and approve.
Campaign intake
Turn a request into a structured brief and the right project tasks.
Reporting preparation
Bring source data together and flag anomalies before commentary.
A practical first step
Bring us the awkward exception.
A useful design conversation starts with the case your current process handles badly. We will map the happy path and the point where automation should stop.
Get your automation audit