what a good setup does
Acknowledges a new enquiry promptly with an honest holding reply — even out of hours. Keeps who-asked-what in one place the team can see. Makes follow-up ownable: who replies, by when, and how you know it happened.
what it doesn't do
It doesn't answer customers' questions, book jobs, or replace the person who knows the work. An acknowledgement buys time and keeps the customer from ringing the next name — a human still does the replying.
is it the right fix?
Only if enquiry handling is actually your constraint. If the phone isn't ringing in the first place, this is the wrong place to spend — that's a Get Found & Chosen problem. The review looks at the evidence and tells you which it is.
Not sure this is your bottleneck?
Book the review