---
name: enquiry-triage
description: Read a new customer enquiry, pull out the useful details, propose the next step, draft a reply in the business's own words and prepare a CRM update for a person to approve. Use when a new enquiry arrives by email, web form or voicemail transcript, or when the owner says "triage this", "what should we do with this enquiry" or "draft a reply". Never sends anything. Never quotes a price that is not in the price list.
---

# Enquiry triage

Turn a raw enquiry into a proposed reply and a proposed CRM update. A person checks both before anything leaves the building.

## Read first

1. `references/price-list.md` for anything the business is willing to quote without a site visit.
2. `references/reply-examples.md` for what a good reply sounds like here.
3. The CRM record for this contact, if one exists. Search by email address first, then by name.

## Steps

1. **Pull out the facts.** Who is asking, what they want, where they are, when they need it, how they found us, and how they want to be contacted. Leave anything missing blank. Do not guess.
2. **Classify the enquiry.** One of: quote request, booking, question, complaint, supplier or sales pitch, other. If it is a complaint or a supplier pitch, stop here and hand it to a person with a one-line summary.
3. **Check the price list.** If the enquiry can be answered from the list, draft a reply with the price. If it needs a visit, a measurement or a judgement call, the reply should say when someone will be in touch, and nothing about price.
4. **Draft the reply.** Match the tone in `references/reply-examples.md`. Short, warm, specific. Include one clear next step for the customer.
5. **Propose the CRM update.** New contact or existing, enquiry type, source, the next action and its date. Present it as a table for approval.
6. **Flag anything unusual.** A tight deadline, a large job, a request outside the normal service area, or a message that reads as angry. Say so in one line at the top.

## Stop for a person when

- the reply would commit to a price not on the list
- the reply would promise a date
- the enquiry is a complaint
- the customer has an open dispute or unpaid invoice on the CRM record
- anything in the message is ambiguous enough that two reasonable people would reply differently

## Output

Return, in this order:

1. one-line flag (or "nothing unusual")
2. the proposed reply, ready to paste
3. the proposed CRM update as a table
4. what was missing from the enquiry and what to ask for

## Never

- send the email
- change the CRM record
- invent a price, a date or a name