Enquiry classification
Each message tagged as a quote request, support question, spam or another category the client defines.
Customer enquiries answered and logged around the clock
For sales and support teams who cannot staff every channel around the clock. The SayFocus pipeline classifies each enquiry, drafts a reply from your own material, and logs it to your CRM, handing over to a person whenever it is unsure.
Intake
Map
Validate
Execute
Confirm
What this fixes
The situations we hear about in the first call.
Enquiries arrive after hours
A form submission at 11pm or a WhatsApp message over the weekend sits untouched until someone is back at a desk, and by then the lead has often gone elsewhere.
Spam and real leads land in one inbox
Someone still has to open every message to work out whether it is a quote request, a support question, or something to ignore.
The same answers get typed out again
Staff repeat the same explanations about pricing, availability and process for every new enquiry, instead of pointing to material that already exists.
Leads are not logged consistently
Some enquiries make it into the CRM, others live only in an inbox or a chat, so nobody has a full picture of who asked what.
How it works
Five stages, the same for every stream we build. Anything that fails validation goes to a person, in the tool you already use.
- Intake
Enquiries are collected from the website form, email inbox, Telegram and WhatsApp the client already uses, as they arrive.
- Map
Each enquiry is classified, for example as a quote request, a support question or spam, and matched against the client's own knowledge base for a relevant answer.
- Validate
A confidence check decides whether a draft reply is safe to send as is; anything unclear, sensitive or outside the knowledge base is held for a person.
- Execute
Confident replies are sent, and every enquiry creates or updates a card in the client's CRM, such as Zoho CRM, Pipedrive or HubSpot, with the classification attached.
- Confirm
An SLA timer starts on arrival and is logged against each enquiry, and anything waiting for a person is flagged with a note on what it needs.
What you get
Draft or sent replies
Answers built from the client's own knowledge base, sent automatically or held for approval depending on confidence.
CRM card per enquiry
A card created or updated in Zoho CRM, Pipedrive or HubSpot for every enquiry, with source and classification recorded.
SLA timers
A running clock on first response and resolution time for each enquiry.
Hand-off queue
Enquiries the system is unsure about are held for a person, with a note on why.
Activity log
A record of what was classified, answered and logged, by channel.
What the pilot measures
We do not quote accuracy percentages before we have seen your documents. These three numbers are agreed at the audit and reported at the end of the pilot.
First response time
Time from an enquiry arriving to a reply going out, measured across the pilot channel.
Classification accuracy
Share of enquiries tagged correctly, checked by a person against a sample during the pilot.
Hand-off rate
Share of enquiries that needed a person to step in, out of the total received.
Systems we connect for this
Zoho CRMPipedriveHubSpotTelegramWhatsAppEmail (IMAP/Gmail/Outlook)Website formsEstonian business register
Processed in the EU. Original files and extracted data stay in your own systems; a data-processing agreement is available on request.
From audit to autopilot
Pilot scope for this stream: One channel, for example enquiries from the website contact form or a single WhatsApp number.
Step 1
Audit
We map one document or enquiry stream end-to-end, count volumes and name the systems it touches. You get a written scope and a fixed pilot price.
Free · 3 working daysStep 2
Pilot
One stream goes live on your real documents. Acceptance is measured, not felt: straight-through rate, minutes per document, exceptions.
About two weeks · fixed priceStep 3
Rollout
The remaining streams follow the proven pattern. Monthly report, support, and changes as your systems change.
Stream by streamBuilt before
Case · Accounting firm, Estonia
A quote in seconds, a fully enriched CRM lead in 2.2 seconds
A self-serve quote tool on an accounting firm's site looks the prospect up in the business register and creates an enriched CRM lead in 2.2 seconds.
2.2 sto an enriched CRM lead
Frequently asked questions
How much does this cost?
There is no fixed price list, because channel volume and knowledge base size vary. The free audit tells you what is realistic, and the pilot price is fixed and agreed before any work starts.
How accurate are the automatic replies?
Accuracy depends on how complete your knowledge base is and how varied the enquiries are. The pilot measures classification accuracy and hand-off rate on your own enquiries before you commit to a rollout.
What happens when the system is not sure?
The enquiry is held for a person, with a note on why it was flagged, inside the tool your team already uses. Nothing goes out to a customer without passing the confidence check.
Where is our data processed and stored?
Processing happens in the EU. The original messages and extracted data stay in your own systems, and a data-processing agreement is available on request.
Will this work with our CRM and channels?
We build against the CRM and channels you already use, including Zoho CRM, Pipedrive, HubSpot, email, Telegram, WhatsApp and website forms. The audit confirms what your setup supports.
Start with the free audit
Three working days, one stream mapped end-to-end, a fixed pilot price on paper. No commitment.
Get a free automation audit