Feedback form with automatic routing

Requests from the website go straight to the right employee, without manual forwarding.

Requests & routing · Process automation & integrations

About the project

The form does not simply collect messages; it takes over their initial processing. A visitor describes their question, and the system saves the request in a database, determines the topic and sends a notification to the responsible employee by email or in Telegram.

A question about payment goes to the accountant, a technical problem to a support specialist, a general request to the administrator. Employees do not have to sort through a shared mailbox and forward every message by hand.

How it works

  1. A visitor fills in the form
  2. The system saves the request and determines the topic
  3. Chooses the person responsible
  4. Sends them a notification

Features

  • Collecting requests through a form on the website.

  • Automatic detection of the message topic.

  • Distribution of requests between responsible employees.

  • Notifications by email or in Telegram.

  • Saving all incoming requests in a single database.

Where it can be used

  • Small and medium business: distributing customer questions between departments.
  • Educational institutions: handling requests from students and parents.
  • Government and municipal organizations: directing questions to the relevant specialists.
  • Corporate teams: receiving internal requests to administrative and service departments.

How the solution can be developed. Add statuses and priorities, automatic replies to requesters, repeated notifications to employees and analytics by request topics.

Technologies

  • Web form
  • Database
  • Email
  • Telegram

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Start with one process.

Describe what is currently done manually, what data is involved and what result you would like to achieve. You do not need a technical specification or a chosen model to begin.

Please do not share trade secrets, source code, or sensitive personal data before an NDA (non-disclosure agreement) is signed.