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New Enquiry First-Response Triage

Example prompt: "When a new enquiry arrives at info@ourdomain.com or via our website Typeform, pull out the customer name, address, type of work, and urgency. If they're in our service area, check my Google Calendar for the next assessment slot that fits their urgency and draft a reply offering it. If they're out of area, draft a polite 'not our patch' reply with two referrals from our 'Referrals' sheet."

The Problem

The first firm to reply to a new enquiry usually gets the job. On a busy week we are on a roof or under a sink when the form lands and the email pings, and the reply that should have gone out at noon goes out at nine in the evening, or tomorrow, or never. By then they have phoned somebody else. The replies that do go out the same day are often half-finished because we were typing them between jobs.

How GloriaMundo Solves It

We build a workflow that watches both channels — Gmail and the website Typeform — for new enquiries. An LLM step reads each one and extracts the customer details, the work, and the urgency. An integration step checks the address against our service area. If we are out of patch, an LLM step drafts a polite decline with a couple of referrals. If we cover it, an integration step finds the next assessment slot in our calendar that fits the urgency, an LLM step drafts the reply in the right tone, and integration steps draft the email, hold the slot in the calendar, and log the enquiry. A final Slack message hands it to us with everything in one place. Glass Box preview shows every draft reply before it goes out.

Example Workflow Steps

  1. Trigger (integration): A new Gmail email at info@ourdomain.com or a new Typeform website-form submission.
  2. Step 1 (llm): Extract customer name, contact, address, work type, urgency, and anything else useful from the message.
  3. Step 2 (integration): Look up the address against the 'Coverage' tab in our jobs Google Sheet to confirm it is in our service area.
  4. Step 3 (conditional): If out of area, draft a polite decline with two referrals from the 'Referrals' tab, set decision='Out of area' and status='Out of area — referrals sent', and continue through Step 7 so the decline is saved as a Gmail draft (skip Steps 4–6 and Step 8).
  5. Step 4 (integration): Read Google Calendar for the next 1-hour assessment slot that fits the urgency.
  6. Step 5 (conditional): If no slot fits the urgency, draft a Gmail reply that says we cannot match the requested timeframe, offers two candidate times in the next-best window we do have, and gives our mobile number for emergencies; set decision='No suitable slot' and status='No suitable slot — needs manual triage'; record the earliest slot found.
  7. Step 6 (llm): Otherwise, draft a Gmail reply that thanks them, asks one or two clarifying questions for the work type, and offers the slot; set decision='In area, slot offered' and status='Reply drafted'.
  8. Step 7 (integration): Save the reply as a Gmail draft addressed to the customer — runs on every branch, since every branch produces a draft, so the Slack link in Step 10 always resolves.
  9. Step 8 (integration): Add a tentative event to Google Calendar with the customer and address — only on the slot-found branch; the out-of-area and no-slot branches skip this step.
  10. Step 9 (integration): Always append a row to the 'New Enquiries' tab with the extracted fields, the decision, the status, the slot offered (or 'n/a'), the earliest slot found, and any referrals offered — runs on every branch so the audit row is never skipped.
  11. Step 10 (integration): Post a one-liner in #new-enquiries on Slack with the customer, work, urgency, and a link to the draft, prefixed with [OUT OF AREA] or [NO SLOT] when those branches fired.

Integrations Used

  • Gmail — receives email enquiries and holds the email drafts
  • Typeform — the website enquiry form that webhooks new submissions
  • Google Sheets — the coverage map, the referral list, and the enquiries log
  • Google Calendar — finds the next assessment slot and holds it tentatively
  • Slack — the channel that lets us send the reply from a phone in two taps

Who This Is For

Owner-operator plumbers, electricians, roofers, builders, and small trade firms who win on response time, lose enquiries to the firm that replied first, and would rather have a smart draft waiting on their phone than a blank thread to write between jobs.

Time & Cost Saved

A considered first reply takes five to ten minutes once we factor in reading the enquiry, checking the diary, and writing something useful. For a firm getting fifteen enquiries a week that is one to three hours that today get done badly or late. The workflow turns each one into a thirty-second review and a tap to send. The much bigger gain is the conversion rate on enquiries that get a real reply within an hour instead of a holding line at midnight.