What happens to enquiries after hours
The messages that arrive at ten at night are not a different kind of customer. They are the same customer, with a free moment for the first time that day.
People contact a business when they get a gap, and for anyone with a job that gap comes in the evening or at the weekend. That is exactly when the business is closed, so the enquiry sits until morning and competes with everything else that arrived overnight.
Answering at the time changes the outcome more than answering well the next day. The customer is still in the moment when they decided to sort this out. By morning they have either booked with somebody who answered, or the urgency has passed and the message has slipped down their screen.
This is the part of the job that is genuinely hard to staff. Nobody sensible is paying someone to sit on a phone at eleven on a Sunday for the few enquiries that come in. It is also the part a system covers without any of that cost, because those hours are the same work as the daytime ones: answer the question, quote from the real prices, offer a real slot.
There are limits worth being honest about. Anything unusual, any complaint, anything needing a judgement call gets held and handed to you in the morning with the whole conversation attached. The point is not that everything gets handled overnight. It is that nothing goes unanswered overnight.
Tell me what you are losing.
Thirty minutes on a call. I will tell you what we would build, and honestly whether it is worth it.