Every enquiry answered, every consent respected.
A Make.com automation for Wolfit Box that sends every website enquiry to the right Intercom inbox, confirms receipt instantly, and adds customers to Klaviyo only when they opt in to email marketing.
Project overview
Wolfit Box, an Australian fresh dog food subscription, wanted every contact form enquiry to reach its support team without manual copying, and wanted email marketing sign-ups handled strictly by consent.
We designed and built a Make.com workflow that connects the website contact form to Intercom and Klaviyo. Every enquiry becomes a support conversation, every customer gets a friendly confirmation, and only people who tick the marketing box join the email list.
The brief
The Wolfit Box contact form collects a name, the dog’s name, email, mobile number, and message, plus an optional checkbox for email marketing. Each submission needed to land in Intercom with all of those details, so the team could reply and keep the full history in one place.
Customers also needed to know their message had arrived, and the marketing list had to stay clean. A phone number or a support question is not permission to market, so consent had to be checked on every single enquiry.
One simple rule guided the build: all enquiries go to Intercom, and Klaviyo is used only when the customer explicitly opts in to email marketing.
How the automation works
We mapped the journey from form submission to reply, then built each step in Make.com so it runs automatically in the background.
- The contact form sends each submission to a Make.com webhook the moment it is submitted.
- Make validates the required fields, normalises the phone number, records the source, and checks for an existing contact by email.
- Intercom creates or updates the contact and opens a conversation in the right team inbox with the full enquiry, the dog’s name, and the consent status.
- Every customer receives a friendly confirmation email letting them know a team member will get back to them soon.
- When consent is Yes, Make creates or updates the Klaviyo profile and subscribes it to the email opt-in list. When consent is No, the enquiry stays in Intercom only.
Smart routing and follow-up
To help the team reply faster, the workflow is set up to route enquiries by topic and flag anything that has not been handled.
- Order, delivery, and subscription questions go to Customer Support.
- Ingredients, feeding, and product questions go to Product Support.
- Breeder, wholesale, and partnership enquiries go to Sales.
- Complaints, refunds, and damaged deliveries go to Priority Support.
- An internal reminder flags any enquiry still open after one business day, with escalation after two.
Consent built in
Because the checkbox covers email marketing only, the mobile number is stored as a profile detail in Klaviyo but is never subscribed to SMS. If Wolfit adds SMS campaigns later, a separate SMS consent checkbox and list can be added without rebuilding the flow.
An optional Klaviyo welcome email for new opt-ins is ready to switch on once the content and sending frequency are approved.
The outcome
Wolfit Box now handles every contact form enquiry in one place. Customers get an instant, friendly confirmation, and the team sees each message in the right Intercom inbox with the dog’s name and consent status attached.
No one is added to marketing without saying yes. The result is less copying and pasting for the team, faster replies for customers, and a mailing list built only on real consent.