Automating Form Enquiries - Effortless Email Replies

By Brand Nat

Streamline Customer Service with This Simple Automation

For small business owners, providing excellent customer service is crucial for success. But fielding inquiries and questions from potential customers can be time-consuming, especially when you’re trying to handle all the other aspects of running your business. Implementing a simple automation for responding to customer inquiries can help tremendously with providing quick, consistent and quality service around the clock.

In this tutorial, I’ll walk through setting up an automation that can handle your customer enquiries submitted via a web form. The automation will generate professional responses based on information about your services. In this example, we’re using a social media agency to include services like social media management, product photography and community management.

Why Automate Customer Inquiries?

Automating the initial responses to customer inquiries provides several key benefits:

  • Save time – You won’t have to manually respond to each question that comes in, freeing up your time for higher-value tasks.
  • Provide 24/7 service – With an automation handling inquiries, customers can get responses any time of day or night.
  • Deliver consistent messaging – The automation will respond the same way each time, ensuring quality and professionalism.
  • Improve customer satisfaction – Quick, customized responses lead to happier customers.
  • Increase sales opportunities – Responding promptly means more chances to convert inquiries into sales.

Step-by-Step Tutorial

Go to Airtable

Click on Add a base

Click on Add a base

Create these following fields

Go to Views

Click on Views

Create Form

Click on Form

Hide the “Draft Response” Field

Click on Expand form field for "Draft Response"

Open the Zapier Template

Go to the Zapier Template

Open Trigger Action

Click on Open step

Copy the webhook URL under the “Test” section

Click on Copy

Go back to Airtable and Create new field

Click on add a field

Choose Button as Field type

Paste the URL under the URL formula

make sure to add quotation marks “Webhook URL”

Type """"

Add these following lines to get the Name, Email, and Inquiry.

“Webhook URL”&”?Name=”&{Name}&”&Email=”&{Email}&”&Enquiry=”&{Enquiry}

Paste text area

Now Test the Form you just created

Click Inquiry Form

Click on Inquiry Form


Click Open Form

Click on Open form


Fill in Test Entry and Submit

Click on Submit

Go back to Grid View and Click the “Draft Email” button

Click on Draft Email

Go back to Zapier

Click test trigger

Go back to Zapier and Click on Test trigger

Select the request that gets the airtable test records

Click on Continue with selected record

Go to your 2nd Action and signin your OpenAI API then under the Action…

Go to your 2nd Action and signin your OpenAI API then under the Action…

Here’s an example of the prompt

Act as professional Customer Representative. 

{Information to you need to learn – Start} 

Given the information about [Company Name] 

[Company Details]

{Information to you need to learn – End} 

Considering the information about [Company Name] and our company’s services, just answer the inquiry directly, prevent providing unnecessary details and suggestions and provide a friendly yet professional customer representative response to this specific customer inquiry:”{Enquiry}”? 

Format should be: 

[Salutation] {Name},

[Thank you for reaching out message]

[Generated Response]



[Company Name] 

Add these following entries as shown below

Make sure to add the correct entry on the correct location. Follow below

Go to the 3rd Action and link your Airtable Account

Go to the 3rd Action and link your Airtable Account

Make sure to select the correct table location

Under the Search Field make sure to select the Enquiry field and under the Search Value select the Querystring Enquiry

Click on Querystring Enquiry Enquiry test

Go to the Last Action

Go to the Last Action

Again, Select the correct table location

Select Custom and choose the ID of the 3rd action's result

Select the correct table location

Click on ID rec1234

Under the “Draft Response” Field. select the OpenAI (2nd Action) Response result

Click on Draft ResponseSelect the Response test,


Test and Publish your Zap

Reviewed by GPT {OpenAI Response}

Click on Test actionClick on Publish

And that’s it!

Once the automation is thoroughly tested and validated, try it out to handle customer inquiries automatically, 24/7 (this may need refining but hopefully it will cut down on your time spent). Instead of manually responding to questions, you’ll have more time to focus on high-value tasks that grow your business.

Implementing small automations like this can make a huge difference in freeing up your time as a business owner. And the benefit of providing prompt, professional customer service is immense. Try setting up your own simple automation to take customer experience to the next level!

Visit the Tango Tutorial for full and detailed tutorial in setting up this automation

Looking to further enhance your email automation abilities?

Be sure to check out our guide “Click, Zap, Send: Email Automation with Airtable and Zapier” where we provide a comprehensive walkthrough on setting up a complete automated email system with Airtable and Zapier.


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