Update enquiry routing when services change

What this means for your practice

Give each enquiry-routing rule an owner and keep examples showing how it should work. When a service changes, update its form choices, destination and staff cover together.

A practical conversation with your supplier

Ask the supplier to replay examples for each affected service before switching the rule. Include an enquiry made using an older form or category. The new receiving team should confirm it can see the request and understand the next step. Give retired queues a clear closure plan.

Plan the first improvement

Treat the list of routing rules like a small directory of service responsibilities. It needs a named maintainer, a current version and a link to the people receiving the work. When a service changes, review its public form options and internal destination together. A correct new destination does not help if visitors still select an obsolete category. Decide what happens to enquiries already waiting in the previous team's list. They may need a deliberate handover rather than automatically following the new rule.

Ask both teams to confirm the boundary: which items remain with the old owner and which move? Keep representative examples so the supplier can demonstrate the new behaviour before release. After the change, inspect the retired destination for unexpected arrivals. This can uncover an old form, saved link or overlooked source that was not included in the original brief. Close those gaps before declaring the routing update complete.

How to check the result

Track requests reaching retired or unsupported queues.