Do not let a new enquiry disappear between systems
A website form can send an email while calls and messages arrive somewhere else. Without a shared lead record, the team may contact the same person twice, miss the requested service, or leave the next action unassigned.
PeopleTide can receive a website submission or approved API event, create or update the relevant customer record, and add a lead for follow-up. Calls, messages, notes, tasks, and tickets can then build on the same history.
A clear lead workflow
- Capture the enquiry from a web form, API, call, or team member.
- Validate the supplied contact details and source information.
- Match an existing contact where appropriate instead of creating unnecessary duplicates.
- Assign an owner and record the service or outcome requested.
- Create the next task, conversation, or ticket and keep the result on the timeline.
The website enquiry integration guide explains the implementation questions to answer before connecting a form.
Available PeopleTide capabilities
- Leads and contacts with ownership and status.
- Web-form and scoped API entry points.
- Activity timelines containing notes, calls, messages, tasks, and tickets.
- Contact tags for useful grouping and permitted audiences.
- Duplicate-aware contact lookup in configured submission workflows.
- External integrations for approved follow-up actions.
Examples across service businesses
A home-service website can create a lead containing the requested repair category and preferred contact details. A clinic can capture a callback request without placing clinical detail in the public form. A local merchant can receive a product enquiry and assign it to the appropriate team.
The public form should collect only information required for the initial response. Sensitive or high-risk details should move through an approved process after identity and authority checks where necessary.
Implementation considerations
Define required fields, duplicate matching, source labels, assignment, response expectations, spam controls, and error handling. Use scoped credentials for integrations and record enough attribution to understand which page or campaign produced a genuine sales inquiry.
Review PeopleTide integrations for connection patterns and see the broader CRM workflow for service businesses.
Frequently asked questions
Can a form update an existing contact?
An approved workflow can match supplied contact information and update or connect records according to its defined rules.
Should a public form use an administrator API key?
No. Public submissions should use a purpose-built, rate-limited endpoint or a server-side integration with only the required permissions.
What happens after capture?
The team assigns ownership and records the next task, call, message, or ticket so follow-up remains visible.