Inquiry routing
Three paths, one destination: a clear answer. Choosing the right inquiry type gets your message to the right inbox faster. Here is how to tell them apart and what to expect from each.
Monday to Friday, 9:00 AM – 6:00 PM Eastern Time. Best for time-sensitive problems.
General inquiry
General inquiries usually get a reply within one business day. If you are unsure which type fits, this is the safe default and the team will re-route your message internally.
Something odd on a page, a broken link, or a piece of information you want cleaned up. Point to the page and we will follow up.
A clarification about a service, an area we work in, or a general question before you know which path fits. No scope or budget required.
If you spot something we should fix, say where you saw it. General inquiries are read at their own pace and added to the right queue.
Send it as a general inquiry. The message is re-routed to sales or support without you needing to start over.
Sales inquiry
Sales inquiries usually get a same-day reply during office hours. Do not worry about whether your request is “big enough” for this path — if it is about starting or expanding something, this is the right inbox.
Support request
Support requests are triaged first, ahead of the other two types. Lead with the problem in the first sentence: what is failing, since when, and what you have already tried.
Put the problem in the first sentence. Skip the warm-up — the quicker the issue is understood, the quicker it reaches someone who can help.
A rough time — this morning, last week after an update — is enough. Recent changes help narrow the cause.
Restart, new browser, cleared cache — say what did not help. It saves a round trip and keeps the response specific.
Describe the working result you expect. That is often the fastest way to a useful reply and reduces back-and-forth.
How to choose
Routing errors are corrected internally and rarely cost you time, but these rules cover almost every mixed case.
| Your situation | Choose | Why |
|---|---|---|
| An existing issue and a future purchase at once | Support request | The existing problem blocks more, so it is triaged first and the purchase can wait behind it. |
| A quick question that might turn into a project | Sales inquiry | Scoping and availability sit with sales, so the reply already holds the context you would need next. |
| You genuinely cannot tell | General inquiry | General never hurts. The message is read and re-routed internally, usually within one business day. |
| You need a formal quote | Sales inquiry | Say “quote” in the message and name the deliverable. That lets us answer directly. |
| The problem is urgent right now | Call the team | Phone is the fastest channel for time-sensitive problems during office hours. |
Every inquiry type asks for the same short set of fields. The routing, not the field count, is what gets you a faster answer.
Your name
Preferred contact
Short message
None of the three paths ask for your budget, company size, or a phone number you did not offer. The form stays short across all three because a shorter form is easier to answer, and because the routing does more of the work than the field count does.
The difference between the three is where the message lands, not how much you have to type.
If you need pricing or a formal quote, choose Sales and say “quote” in your message. Requests that name the deliverable and the timeline get a faster, more precise response than open-ended pricing questions, because we can answer directly instead of asking what you need.
Reply to the original thread, whichever type it was, instead of starting a new one. The type stays attached and the history goes with it. If you have lost the thread, choose the type that matches your original question and mention your reference number in the message.
If your issue is urgent, or you sent a support request and have not heard back within a business day, call +1 312-508-9496 during office hours. Phone is the fastest channel for time-sensitive problems. The form remains the better choice for anything you want in writing.
Visit the studio
1201 Market Street, Suite 1400
Philadelphia, PA 19107, United States
Monday to Friday, 9:00 AM – 6:00 PM Eastern Time.
Send an inquiry
Pick the type that fits, add your name, email, preferred contact method, and a short message. The route is chosen by the type you pick here, so one form handles all three.
Prefer email? Write to [email protected].
Read the Contact FAQ for shorter answers, or go straight to the contact page and pick the type from the form.
