Client Inquiry Routing & Intelligent CRM Triage Automation
The Problem Solved:
Inbound website inquiries arrived unclassified and sat unanswered for hours. Staff had to manually read messages, cross-check whether the contact was existing or new in Airtable, categorize the technical urgency, and alert team members via disjointed channels.
The Automated Architecture:
Form submissions trigger an instant n8n pipeline. An OpenAI model evaluates message intent and categorizes urgency. JavaScript rules feed a Switch routing node, check contact existence in Airtable, update customer status, and dispatch tailored notifications directly to the team's Discord channels.