Start with the submitted enquiry
Inbound follow-up begins after someone has requested information. Preserve the source, submission time and stated interest so the first contact answers that request. Check for an existing customer record or appointment before starting another sequence.
Choose a useful first response
Refer to the actual request and propose a relevant next step. A prospect asking for an appointment needs availability; someone asking a specialist question needs an owner who can answer it. Do not make the prospect repeat information already supplied.
Keep ownership after the first reply
Assign unanswered questions to a named team or queue. Record the reply and agreed next step in the CRM, including when contact should stop. Compare eligible enquiries with booked appointments over the same period; track attendance and sales separately.