Lead capture & follow-up
Lead capture and follow-up automation that gives every enquiry an owner.
We connect your website forms, inboxes and campaigns to your CRM, so each enquiry is accepted once, reaches the right person with its context and stays visible until someone has followed it up.
Illustration: a form, an email and a campaign close onto one enquiry card, which is stamped received, validated and assigned before its owner tag and its follow-up slide in.
A lead is a request that needs an owner.
Enquiries arrive through a website form, a shared mailbox or a campaign page, and someone copies the useful parts between tools while deciding who should reply. That gap is where good leads go quiet: a delayed assignment, a duplicate record or an unread notification, and the visitor waits without anyone realizing it. We start by bringing every source into one accepted record with one owner. A tracking parameter helps attribution but does not prove the visitor’s identity or consent.
Website forms
Validated on receipt, with the fields your team needs to route the request and the page or campaign it came from.
Shared mailbox
Messages to a sales or info address become records with a reference, instead of threads that two people answer or nobody does.
Campaign pages
Landing page enquiries keep their source for reporting, without treating a click as consent or identity.
One accepted record
Every source meets in one record with a durable reference and an owner, so the team works from the same version of the request.
Follow each enquiry from receipt to a real reply.
We define what counts as received, the checks that make a request acceptable and the approved rules that route it in your CRM or operational queue. The rules can use service interest, region or existing-customer status when those facts are reliable. Each state is recorded, so your team can see whether a request was received, assigned, contacted or still needs attention. An automatic acknowledgement is kept separate from a reply from the team.
Received
The request is stored with a durable reference before anything else happens, so a later step that fails does not lose it.
Validated
Required fields, contact details and obvious spam are checked, and invalid entries go to correction rather than disappearing.
Accepted
A request that passes becomes one CRM record or queue item. A repeat submission joins it instead of creating a second.
Assigned
An approved rule names the owner. When no rule fits, a visible fallback owner takes it, so nothing waits in limbo.
Acknowledged
An automatic message can confirm receipt and say what happens next. It is recorded as an acknowledgement, not as a reply.
Contacted
A person replies, and that step is recorded on its own, which makes follow-up measurable and honest.
Plan for the enquiries a happy-path diagram misses.
A lead workflow that only handles the expected case fails quietly on an ordinary busy day. We design each difficult case as its own state, with bounded retries, duplicate controls and a route for a person to reconcile the record, then test each one before launch.
Resulting state
The CRM is unavailable
The accepted enquiry is held with its reference and retried within agreed limits. If the CRM stays down, it reaches a person instead of vanishing.
The same person submits twice
The repeat is matched to the first record, so the team sees one request and one owner rather than two competing tasks.
Contact details are invalid
The request is flagged for correction with the original text kept, rather than silently dropped or sent to an address that bounces.
No routing rule fits
A fallback owner receives it with the reason, so an unusual region or service still gets an answer.
The owner is unavailable
Reassignment follows the coverage you approved, and the record shows who holds it now.
The notification fails
The record stays assigned and visible in the queue. A failed alert is retried without creating the CRM record again.
Those states also make operational measurement more honest.
Keep a project enquiry separate from marketing permission.
Someone who asks for a quote has not asked for your newsletter. The business defines service categories, response coverage, retention and the wording used when someone contacts it. We build the workflow so that an enquiry and a marketing permission are recorded as different things, for different purposes.
A project enquiry
Permission to reply about the request, recorded with its source and handled by the owner your rules name.
- Reply about the request
- Route it to an owner
- Keep it for the agreed retention period
Marketing permission
A separate, explicit choice for a stated purpose, recorded with its wording and never inferred from a form submission.
- Asked for separately and explicitly
- Recorded with the wording shown
- Respected by every connected tool when withdrawn
A narrow first release can handle one verified source well, then expand.
Agreed before any real message goes out
- Form fields and their purpose
- CRM field mapping
- Acknowledgement wording
- Email or SMS behavior
- Retention and deletion
- Who may change a rule
What we build for lead follow-up.
Most enquiry flows combine a workflow, a CRM connection and, where free text needs sorting, a carefully bounded AI step. We choose the lightest combination that still handles your difficult cases.
n8n workflows
The routing, retries and fallback queue as a visible workflow your team can read and pause.
View n8n automationCRM integration
Records created or matched in your CRM through its API, with duplicate protection and clear field ownership.
View CRM & API integrationsAI classification
A model can sort free-text enquiries by service or urgency. Uncertain results go to a person rather than a guess.
View AI agents & assistantsCustomer portals
When existing customers send requests, a portal can tie each one to their account instead of creating a new lead.
View Customer portal development
Watch one enquiry travel through a working route.
The lead workflow walkthrough plays an example enquiry through the form, the workflow, the CRM, the notification and the responsible person. Switch on a repeated submission, a CRM timeout or a missing owner to see how each step responds.
Lead workflow walkthrough
Follow an example enquiry through validation, routing and recovery, with the decisions that keep it accountable.
See the walkthrough: Lead workflow walkthroughSome of the teams we have worked with.
Across talent, fitness, mobility, payments and local commerce.Questions about lead follow-up.
What is lead follow-up automation?
It connects the places enquiries arrive to the people who answer them. Each request is validated, stored once, matched in the CRM, assigned by an approved rule and tracked until a person has replied. Done well, it removes the copying and guessing between tools without hiding the cases that need judgment.
Can new enquiries go straight to the right representative?
Yes, when the ownership rules and fallback are approved. We test ambiguous locations, unavailable representatives and reassignment so accepted requests remain visible even when the first rule does not fit.
Which CRM can you connect enquiries to?
We work with the CRM you already run when it offers API access, and confirm field mapping, permissions and rate limits during scoping. If enquiries need a home you don’t have yet, we discuss whether a custom application or a customer portal is the better fit.
Can AI qualify our leads?
AI can sort a free-text enquiry by service, region or urgency when you agree the categories and give us real examples to test against. A person handles uncertain results and anything that commits the business. We work with OpenAI, Claude, Gemini and Perplexity models and choose per task, data and provider terms.
What happens if the CRM is down when someone submits a form?
The accepted enquiry is stored with its reference first, so a CRM outage delays the record rather than losing the request. The workflow retries within agreed limits, then places the enquiry in a queue a person watches.
Does an enquiry subscribe someone to marketing?
No. Marketing consent is a separate, explicit choice and must be recorded for the intended purpose. Lead handling can continue without treating contact as newsletter enrollment.
Why choose Orvenant for lead follow-up automation?
We start from your difficult enquiries, not a template: the duplicate, the out-of-area request, the owner on leave. Each becomes a tested state with a person responsible for it. You can watch the pattern in our lead workflow walkthrough before we scope yours, and the handover names the rules, accounts and support route.
Continue exploring
Continue exploring
Bring the enquiry that slipped through.
Tell us where enquiries arrive, which CRM holds them and what happened to the last one that waited too long. We’ll map its route, its owner and its fallback.
Technology names and marks belong to their owners.