• Продажі · Next.js

Enquiry handling: an enquiry answered a day later equals an enquiry that never came

Enquiries arrive from everywhere: a form on the site, Telegram, Instagram, a phone call, an email. Every channel lives its own life, and no single place knows about all of them. What follows is simple: one enquiry gets picked up by two people, another by nobody, and a third sat until Monday because it came in on Friday evening. This is not about lazy managers — it is about there being no queue. We build one queue, a distribution rule, and reminders for whatever gets stuck in it.

See how it works
Price
after a free audit
Guarantee
30 days after project sign-off
Focus
custom systems and integrations on Next.js
after a free audit
Price
30
Guarantee

days after project sign-off

custom systems and integrations on Next.js
Focus
10
Timeline

to 40 working days

free review of the channels
Start
30
Warranty

days from the date the acceptance act is signed

within 2 hours
Reply
under a written contract
Terms
What's included

Complete list of work and what you get as a result

  • collecting enquiries from all channels into one place, tagged with where each came from
  • distribution between staff by an agreed rule, rather than by who noticed first
  • a notification to the assignee and a repeat reminder if nobody took it within the agreed time
  • an automatic reply to the person who wrote, while the manager is getting to the phone
  • merging repeat enquiries from the same person into one history
  • a list of overdue items visible to the manager — daily, not on request
  • a report on time to first response, not only on the number of enquiries
  • keeping the source alive all the way to the sale, so it is visible which channel works
When this service isn't right

What's not included — so there are no surprises at delivery

  • selling instead of your manager: the system brings the enquiry to a person, after that a person works
  • writing sales scripts for the department
  • a guarantee that managers will follow the rules
  • promises of growth in the number of deals
  • replacing your CRM, if you already have one and it suits you
Who it's for

Situations where this service delivers results

Scenario 1 of 4

A company with several enquiry channels

The site, messengers, social networks, the phone. Each works on its own, but together they do not add up to a picture: nobody knows how many enquiries there actually were.

We'll review your situation in a free audit
Free review of the channels

We count how many enquiries you actually receive and how many of them went unanswered. The figure is usually unpleasant.

What we measure

  • How many channels there actually areThere are almost always more than the owner names: the form, messengers, comments, direct messages to managers, calls to a mobile.
  • Where all of it is storedIf nowhere, that is the first thing to decide. There is no point automating distribution while the enquiries are not in one place.
  • What the current time to first response isThe most important figure, and almost nobody knows it. We measure it before any changes, so there is something to compare against later.
  • By what rule they are distributedEvenly, by area, in turn, or «whoever is free». We do not invent a new rule — we write down yours and check whether it works.
  • What counts as overdueAn hour, three, until the end of the day — that is your decision and it differs from business to business. Without it reminders either irritate or stay silent.
  • How many enquiries are repeatsA person writes in three places at once. If they are not merged, you see three enquiries and call one person back three times.

What you get

  • a counted number of enquiries by channel
  • the current time to first response, measured rather than estimated
  • an estimate of the work broken down by stage
  • an honest answer if configuring the existing CRM is enough

Timeline: 3–5 working days

Why is it free

Half the cases are closed by configuring what you already have. We would rather not sell development where putting the existing system in order is enough.

What's next

You get the figures and an estimate. Then you decide for yourself — the document stays with you.

Short form: your contact and site URL

  • Contract, act and 30-day warranty

    Every project gets a written contract: scope, deadlines, amount, acceptance procedure. After delivery — act and invoice, then 30 calendar days of warranty.

  • Sole proprietor & bank transfer

    The contractor is a registered sole proprietor. Payment by invoice with closing documents.

  • Rights & access — yours

    Code, design and materials transfer to you after full payment. Domain, hosting, repository and analytics are registered to you.

  • Client portal instead of email chains

    During the project you get access to a portal: contracts, invoices, acts and project status in one place.

  • European clients

    Among our work — projects for Norway, Bulgaria, Moldova and Spain.

  • Verifiable numbers

    Every case in the portfolio comes with a link to a live site and a technical measurement.

  • Audit first, then pricing

    There is no price list on the site intentionally: the scope of the same work differs multiples between clients.

  • We say "no" when unsure

    If the task isn't ours or the deadline is unrealistic — we tell you upfront.

What affects the price

Why two seemingly identical tasks are priced differently

  • Number of channelsEach channel is a separate connection with its own quirks. Messengers and social networks are considerably more demanding than a form on the site.
  • Where to store themIf a CRM exists and has an exchange interface, we build on it. If there is no system, the first decision is where the enquiries will live.
  • Complexity of the distribution rule«In turn» is simple. Distribution by area, workload, working hours and exceptions for large clients is a separate layer of logic.
  • Merging repeatsRecognising the same person by phone number is simple. By a name in a messenger with no phone number is much harder, and needs a rule.
  • The reminder chainOne notification is cheap. A chain of «not taken in 15 minutes — remind, in an hour — to the manager» has to be described and checked on every branch.
  • Keeping the sourceCarrying the channel tag all the way to the sale is separate work, but it is exactly what answers the question of which advertising pays off.
Cases

Tasks and results in numbers — all metrics measured by us

the agency's own CRM: deals, contracts, invoices, acceptance acts, projects and a client portal

Task
Stop running the agency in chat threads and spreadsheets: bring deals, versioned contracts with approval, invoices and acts, projects, licences for our own products and client communication in messengers into one system — and make documents be born from data rather than typed in by hand.
Solution
An application on Next.js 16 with Supabase (authentication and RLS) and Prisma. A contract builder with templates, versions, comments and conditional option blocks; signing a contract automatically produces the invoices and the act. Document exchange with Vchasno, National Bank rates with daily snapshots for converting EUR into hryvnia on the invoice date, bank receipts, fiscalisation through Checkbox. Client communication in Telegram and Viber with a single history. A separate circuit for our own products: licences, deployments, domains, support tickets. 35 background jobs cover the routine: reminders about invoices and meetings, digests, lead scoring, health monitoring of integrations and backups, synchronisation with Vchasno.
Result
As of 02.08.2026 the system runs in production (first server response 188 ms — the fastest response among all the projects we have measured). 121 dashboard pages across 38 sections, 489 server routes, 20 tables in the data schema, 11 enumerations and 27 classifier types, 35 scheduled background jobs. 958 commits over 10 months of continuous work. Data exchange is set up with roughly two dozen external systems.

Did not find your case?

Describe how it works on your side — we will tell you whether “Automatic enquiry handling” fits and what it means in your situation. No brief and no call: one question, one answer.

Process steps

Transparent stages with approval at every step

Total duration:10–40 days

  1. Reviewing the channels

    3–5 working days

    We count how many enquiries arrive and from where, and measure the current time to first response. These are the figures the result will later be compared against.

  2. The rules

    2–4 working days

    We write down how to distribute, what counts as overdue and who gets reminded. The rule is yours — we only check that it is free of contradictions.

  3. One queue

    5–15 working days

    We bring all channels into one place with a source tag. Already at this step enquiries nobody knew about usually become visible.

  4. Distribution and reminders

    4–12 working days

    We implement the distribution rule, the reminder chain and the message to the manager about overdue items. Every branch is checked separately.

  5. Merging and sources

    3–8 working days

    We add recognition of repeat enquiries and keep the channel tag alive to the sale. This is where it becomes visible which advertising actually brings buyers.

  6. Launch and reconciliation

    2–4 working days

    For the first week we watch together with your department: whether the reminders irritate and whether anything gets lost in the new queue. Then the 30-day warranty.

Technologies & integrations

What we build on and what it connects to

Stack

  • Next.js
  • TypeScript
  • Node.js
  • PostgreSQL
  • Prisma
  • PHP
  • Docker
  • REST API
  • Webhooks
  • Git
  • Linux

Integrations

  • KeyCRM
  • Telegram
  • Viber
  • Email
  • Google Analytics 4
  • Meta Lead Ads
  • Ringostat
  • Webhooks
One queue or distribution by hand

How this option differs from the alternative

An enquiry nobody tooka reminder, then to the manager
One enquiry taken by two peopleruled out by the rule
Time to first responsevisible as a figure
Weekends and nightsan auto-reply and a queue until morning
When by hand is fineoverkill at a few enquiries a day
What we need from you

We can't start without this — best to prepare in advance

  1. which channels enquiries arrive through now, including direct messages to managers
  2. who handles them and by what rule they are distributed
  3. what counts as an overdue enquiry in your business
  4. whether there is a system to store enquiries in, and whether it suits you
  5. whether an auto-reply is needed and what it should say
  6. who on your side accepts the work

If something is missing — let us know, we'll help you gather it or do it as a separate task.

FAQ

Most frequently asked questions — with concrete answers

We already have a CRM. Is this not the same thing?

Often it is the same thing, and then we will say so. A CRM can store enquiries, but usually does not know about half your channels and does not remind you about overdue ones. If your system can do this and is simply not configured, it is smarter to configure it than to build something alongside. We check this during the review.

Does an auto-reply not irritate people?

It irritates if it pretends to be a live person or promises something that will not happen. It works if it is short and honest: we have your enquiry, we will answer by such a time. The main thing is that the stated time is met, otherwise the auto-reply merely documents your slowness.

What to do with enquiries at night and on weekends?

That is your decision, and it varies. The minimum is an honest auto-reply with a realistic time and a queue that gets worked through in the morning. The maximum is a shift rota, but that is about people rather than the system. We do not pretend a program can answer instead of a manager at three in the morning.

How should enquiries be distributed between managers?

We do not bring our own rule — we write down yours. Evenly, by area, by workload, with exceptions for regular clients. Our part is different: to check that the rule is free of contradictions and has an answer for the case where everyone is busy or on holiday.

Will this make managers work faster?

No, and promising that would be dishonest. The system makes visible what is currently invisible: how many enquiries are overdue and with whom. What to do about it is a management decision, not a technical one. But without the figures it does not get made at all.

How many enquiries are we losing now?

We will count during the review, and the figure is usually unpleasant. What most often gets lost is not form enquiries but messages in messengers and comments — where there is no record at all. That is exactly why the review starts with a list of channels rather than a discussion of the system.

How long does it take?

10 to 40 working days. One queue out of two channels is a matter of weeks. The timeline is set by messengers and social networks: each channel connects separately and has its own limits. The longest part is usually not programming but agreeing the rules inside your company.

Why keep the source all the way to the sale?

Because otherwise the question «which advertising pays off» stays unanswered. The number of enquiries from a channel says nothing: a channel can produce many messages and no sales. A tag that survives to the deal is the only way to compare channels by money rather than by count.

Let us count how many enquiries go unanswered

We will gather the channels and measure the current time to first response. The review is free, we reply within 2 hours.

From measured casesAs of 02.08.2026 the system runs in production (first server response 188 ms

View cases
  • Reply within 2 hours
  • No commitment
  • We work under a contract

There is no price list on the site on purpose: the same work differs several times over between two clients, and a “from” figure explains nothing in that case. First a free audit — we count your pages, duplicates and speed — then we name the sum and the deadline and fix both in the contract.