Enquiries

Review and assign an enquiry

An enquiry brings together the visitor's contact details and what they need from your business. Open Enquiries to review these requests and decide who will follow up.

1. Search by name, email or phone, or filter by status.
2. Use Everyone, Mine or Unassigned to focus on the work you need.
3. Open an enquiry and review Interested in, contact details, Handled by and the conversation context when available.
4. Choose who will handle the enquiry using the assignment controls permitted by your role.

Check the actual request before contacting the person. An enquiry records interest; it is not a completed sale or a confirmed booking.

Record the next step and outcome

Contact the person using the appropriate details they supplied. Record contact, notes and the next follow-up in the enquiry record so another team member can understand what has happened.

Use a follow-up date when you need to return to the enquiry. Check the timezone beside the saved time. A workspace follow-up reminder helps your team; scheduling it does not send a customer email on your behalf.

Keep the status accurate: New is newly received work, In progress is being handled, and Won or Lost records the outcome. Follow-up due helps you find work that needs attention.

If an enquiry marked Won or Lost needs more work, its current handler or the workspace Owner can choose Reopen enquiry, even after the short Undo option has disappeared. Its handler and history are kept. Previous reminders stay off; use Manage enquiry → Schedule a follow-up to set a new reminder. For an older unassigned enquiry, the Owner can reopen it to New and then assign it.

If the customer agrees to an appointment, use the manual booking flow to record the agreed details. See team permissions when an action is unavailable.