hexylTurn an uncontacted enquiry into a clear next step
Define which enquiries need attention, agree a useful conversation and measure completed bookings against your normal follow-up process.
In this guide
Start with the right enquiries
Overflow answering handles a new incoming call when your team cannot pick up. Lead follow-up starts a new contact attempt about an earlier enquiry. Agree which of these you need. An unanswered call is not always an uncontacted lead. Your team may already have called back, replied elsewhere or arranged an appointment. Start with unique enquiries still waiting for contact after your normal process. Decide which record identifies the person and which system holds the latest status.
- Exclude existing bookings, duplicate enquiries, opt-outs and conversations your team is already handling.
- Agree eligible contact channels, contact windows, maximum attempts and who can change the sequence.
Give the conversation a purpose
Prepare an approved opening that explains the earlier enquiry and offers a useful next step. Provide current service information, appointment types and the questions needed to route the request. Where an answer depends on professional judgement or a bespoke quote, capture the question for your team.
A booking workflow needs an agreed diary connection and booking rules. If availability cannot be checked or a booking cannot be saved, the customer should receive a clear handover or next step. Confirm supported actions before enabling automated outreach.
Close the loop
Agree how replies, opt-outs, saved bookings and team takeover stop further attempts. Keep the conversation outcome with the customer record so the next person knows what happened. If a deposit is required, explain its amount, deadline and terms before asking for payment; booking confirmation follows the agreed payment and saved-booking rules.
Measure the additional outcome
Record eligible enquiries, people reached, bookings made and appointments completed. Compare equivalent periods against your usual follow-up, allowing for changes in enquiry quality and capacity. A booked appointment is not completed revenue. Use your own appointment value, delivery costs and service charges when assessing whether the workflow is worthwhile. Keep this group separate from existing-customer recalls.
Start with the scope you need
Start with the agreed contact workflow and the connection to your enquiry records. Add booking and deposits only when needed, checking what the selected Connect tier already includes. Hexyl Reach is coming soon and is not required for enquiry follow-up.
- Hexyl Connect — Calls, messages & web chat
- Hexyl Flow — Software connections & automation
Optional additions
- Hexyl Book — Bookings & appointment reminders
- Hexyl Pay — Payments & deposits
Your proposal confirms inclusions, product tiers, supported actions and setup costs. Related products are not automatically added to a package.
Explore Hexyl ConnectContinue with a related guide
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Trades · site visits and quotesMove a missed trades enquiry from first contact to an approved quoteCheck the service area, arrange a realistic site visit and follow up the quote without promising an unapproved job price.
Hexyl Flow · software connectionsCheck what a useful software connection needs to doDescribe the everyday task first, then confirm system access, supported actions and how your team handles exceptions before launch.