Customer journeys
Does the first enquiry really need an attachment?
Separate the information needed to begin a conversation from the material needed to perform the work.
A potential customer wants to ask whether a project is suitable. The website demands a document upload before the message can be sent. That may force someone to share private material before either party understands why it is needed.
Describe the first decision
For a fictional Estonia-connected service business, the first decision might be whether the request fits its work and who should reply. A short description, contact route and broad project context may be enough. The detailed file can belong to a later, agreed exchange.
List what the office does with each proposed field. If nobody can explain how a document changes the first decision, investigate whether it should be optional or requested later. More information is not automatically a better brief.
Plan the later exchange
When a file is genuinely necessary, agree its purpose, who may view it, the permitted types and the appropriate way to provide it. The European Data Protection Board's small-business guide is a useful starting point for information-handling questions; the actual legal basis and arrangements need their own review.
Explain the next step in language the customer understands. “We will ask for a sample after reviewing your enquiry” sets a different expectation from a mandatory upload with no explanation.
Try a request without the document
Use a fictional enquiry and ask a colleague to route it. Can they identify the relevant service and ask a focused follow-up? If they cannot, improve the question before assuming a large attachment will solve the ambiguity.
A business website project can start with this small task. The aim is a useful first conversation and an appropriate later information exchange, not a form that collects everything in advance.
Further reading: EDPB small-business data-protection guide.