FAQs | EnquiryDesk

What is an 'enquiry' and how can EnquiryDesk help avoid over- or under-reporting?

Enquiries are collections of communications (currently emails, phone calls, and voicemails).

Once an enquiry has been created, all future calls or emails from that client will be grouped together into this enquiry. These enquiries can then be split if a single enquiry turns into multiple different issues, or if a returning client is getting on contact about a new issue that should be counted as a different enquiry.

What happens when a client with a closed enquiry returns?

Closed enquiries will be re-opened and moved back to your Inbox if the client gets in contact again. The exception to this is for any enquiries marked as "Junk" or "Marketing" which will remain in your closed folder and not be visible in your Inbox unless manually re-opened.

How can I stop non-client enquiries from showing up in my inbox?

As assume a certain amount of filtering will take place before enquiries are forwarded into the tool. Either by means of standard junk filters from your email provider, or by ensuring you are only forwarding relevant, client facing phone numbers.

However, non-client or junk communications will inevitably get through. For these, we recommend you mark them as "No further action" and select "Junk". Communications from these contacts will remain closed, even if you receive future communications from them.

Why is there is no spell check?

As EnquiryDesk is browser-based, this means you can enable spell-check in your browser. Most internet browsers have spell-checking enabled by default. You'll know it's turned on when misspelled words you are typing have a red line below them, to show they are incorrect.

This article will show you how to enable this feature for Google Chrome or Safari: https://help.geteduca.com/en/articles/579877-turn-on-spell-check-in-your-browser

Can multiple staff and volunteers use the system at the same time?

Yes. You can have accounts for as many staff or volunteers as required, they can all use the system at the same time. Users can be invited by Centre Administrators, and archived once no longer in use.

The tool has been designed for multiple simultaneous users and includes many features to aid in this way of working. For example, in order to avoid cross communications between multiple staff and clients, you are made aware of any other user who may be viewing the same enquiry as you, and as soon as they send a reply or call that client, your screen will update to show you what the other user is doing.

Can we make and receive multiple calls simultaneously?

Yes. Multiple outgoing and incoming calls can be placed at the same time. The line will not be "busy" if another user is on a call with a client.

What happens if I change a contact's details, does it update other enquiries?

Yes. Contact details are saved for all previous and future enquiries from that person. If you wish to change the contact details for only one enquiry, you should follow prompts to reassign the enquiry to a new contact record.

How do I switch between a contact's phone numbers when sending a message?

To switch between numbers, click the contact's number and select the appropriate option.

Before we go, can we test how it works?

If you’re planning to go live we'd suggest running a quick test of your phone forwarding at some point before you do. It’s all quite standard stuff so we don’t foresee any issues, but worth just giving it a quick test.

Depending on who your phone provider is, you should be able to instruct them to forward calls to your EnquiryDesk number (being sure you pass along the caller ID with the forward). You may also be able to do this yourself.

All you’d need to do is set up the forwarding for maybe 10 minutes out of hours, then call your main number to make sure calls are ultimately reaching EnquiryDesk.

To put in place outgoing caller ID, you will need to contact us (support@lawcentres.org.uk). This will make sure clients see your main phone line’s number when you call out from EnquiryDesk (otherwise they will see your ED number which we may want to avoid in case people save that into their phones and you transition away from ED in the future).