Capture the starting point
List each source of inquiries: website, social messages, referrals, and phone. Note where the contact details and original question are stored.
Define ownership
Who checks each source? Who responds? Who covers when they are unavailable? Pick a response target your team can actually maintain.
Record useful stages
New inquiry → Response sent → Conversation underway → Next step agreed → Closed. Record the next action and due date alongside the stage.
Make consent specific
Keep workshop updates, newsletter subscriptions, and service inquiries distinct. Store what the person requested and respect their communication preferences.
Find the gap
Review a few recent inquiries. Which had no owner, no response, or no next action? Fix that gap before adding another automated sequence.