Route business inquiries by type before you ever reply

Route the submission before the first reply

Treat each submission as intake, not as a conversation already assigned to a team. The reviewer should first identify who owns the inquiry type. They should then read the question for urgency, account context, or a request that needs a different destination. This sequence keeps inbox habits from deciding where messages go.

Define an owner for every inquiry type before publishing the form. A sales inquiry might create a lead review. A support inquiry might reach the support queue. A partnership inquiry might reach a relationship owner. Your application can use the same routing boundaries that it already uses for internal work.

The listener below reads the email, inquiry type, and question from this template. It records the values with the form and submission identifiers. Replace the log call with the application action that delivers the inquiry to its owner.

<?php

declare(strict_types=1);

namespace App\Listeners;

use FilaForms\Core\Events\FormSubmitted;
use Illuminate\Support\Facades\Log;

final class LogGeneralInquiry
{
    public function handle(FormSubmitted $event): void
    {
        $data = $event->submission->data;

        Log::info('General inquiry received', [
            'form_id' => $event->form->getKey(),
            'submission_id' => $event->submission->getKey(),
            'email' => $data['email'] ?? null,
            'inquiry_type' => $data['inquiry_type'] ?? null,
            'question' => $data['question'] ?? null,
        ]);
    }
}

Save the listener in app/Listeners/LogGeneralInquiry.php. Laravel 12 discovers listeners in that directory automatically. Logging first gives you a safe checkpoint. You can confirm the imported field codes and the selected inquiry type before connecting the listener to a notification or task workflow.

Preserve the submission identifier when you create a related lead, support record, or internal task. That reference lets a teammate return to the original question when later notes lose context. It also prevents duplicate copying when more than one team needs to see the same inquiry.

For business inquiries, add a company field before the question. The company value separates messages sent on behalf of an organization from individual requests. A sales owner can use that distinction to decide whether account research belongs in the first reply. An individual requester can leave the field empty when it does not apply.

Place the company question after the inquiry type when it helps explain the route. Do not make it decide the route by itself. A person writing from a company may still need support or ask a general question. The inquiry type should remain the explicit routing signal.

Review the queue regularly and adjust ownership when a category reaches the wrong team. A category that repeatedly moves between teams needs a clearer label or a different destination. The submission data can reveal that pattern without asking visitors to choose from a longer set of options.

This template has no built-in routing or ticketing logic. Someone still has to read inquiry_type and triage the message manually. Add application-owned routing or ticket creation when your team needs automatic handoffs, escalation rules, or response tracking.

The FilaForms features for Laravel and Filament help when different inquiry types need conditional questions or a multi-step flow. Keep the first version small. Extend it only when the answers change what the receiving team can do next.