Project
Inbound Enquiry Automation
Co-founder & Product Lead, Agenture
Built inbound automation for service businesses that answered every enquiry instantly — across phone, web form, and messaging — instead of losing the ones that came in after hours.
- Each enquiry was understood, answered, and routed automatically: simple questions handled end-to-end, hot leads booked in, anything ambiguous escalated cleanly to a human.
- Closed the response-time gap that quietly loses small businesses the most work — the enquiry that arrives at 9pm and gets a reply before the competitor opens.
Overview
For a service business, the lead that comes in after hours is the one most often lost. Through Agenture I built inbound automation that handled enquiries the moment they arrived — answering, qualifying, and booking — so businesses stopped leaking the customers they'd already paid to attract.
The problem
Enquiries don't arrive on schedule. The busiest hours for consumer enquiries are evenings and weekends — exactly when the owner is on a job, with a customer, or closed. Calls go to voicemail (and most callers just hang up and ring the next business), web forms sit unread, and messages pile up. The work was there; the response wasn't.
What I built
- Always-on first response — incoming enquiries from phone, web, and messaging got an instant, useful reply 24/7, not a recorded message or an auto-acknowledgement.
- Understand → answer → route — an LLM agent worked out what the customer needed, answered straightforward questions directly, and routed the rest.
- Booking in the loop — qualified enquiries were offered live availability and booked straight into the calendar with a confirmation sent back.
- Clean human handoff — anything outside scope or ambiguous was escalated to a person with the full context attached, rather than guessed at.
Impact
- Recovered after-hours and missed-call enquiries that previously went unanswered.
- Gave small businesses 24/7 coverage without adding headcount or an answering service.
- Cut the time between "enquiry arrives" and "customer gets a useful response" to near-instant.