Emma asks about a planning consultation.
A message waits for someone to notice.
“Has anyone seen my inquiry?”
- A team member notices the inbox between other tasks.
- They check the service area and ask the missing questions.
- Someone copies the details and assigns the next action.
Whoever is available must notice, respond, and update the record.
The handoff depends on people consistently doing each step.
The next useful question is already defined.
“Which area is the property in, and when are you hoping to start?”
- The inquiry is captured and checked for a repeated event.
- Approved information and questions start the conversation.
- Alex receives the record and any question outside the rules.
Alex owns the opportunity; the workflow handles approved capture and routing.
An unsupported question stops at the boundary and goes to a person.
The practical difference. Ownership and the first permitted action are defined in advance. The system still needs approved information and a supported channel.
