Enquiries
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Each enquiry has two parts:
Enquiry Details (the information that can be gathered about the nature of an enquiry)
Enquiry form collects details about the nature of the enquiry
Comments collects messages between users about the enquiry
Contact Details (the personal information that can be gathered about a contact)
Contact Details collects details about the contact
Contact Methods allows you to add further contact methods to the Contact's record
To edit the Enquiry or the Contact details, select the relevant field.
To customise what information is recorded about the Enquiry or the Contact, select Configure > Forms.
A communication becomes an enquiry if the contact details are not recorded on the system. That means if a person emails, and then calls, you will need to merge these enquiries together. See more on Merge enquiries.
When an existing contact contacts the Law Centre, their communication will fall within their existing enquiry. That means if a person is seeking help with a new matter, you will need to duplicate these enquiries and make a new enquiry for the new legal matter. See more on Duplicate enquiries.
To manage the to do list, you can Pin enquiries to the top of the list. This will pin enquiries for you ONLY.
All enquiries that have not yet been assigned to an individual or team can be found under Unassigned. This becomes, in effect, a to do list. When you assign an enquiry to an individual or team, they will be notified and the enquiry will move to the Assigned list. See more on Assigning an enquiry.
All enquiries should eventually be closed, which means you will need to select an Action from the list of available options. See more on Actioning an enquiry.
The Enquiry History provides an overview of every action taken on the enquiry, including who, when and what.
To change the type of enquiry, select from the list available options. To customise the list of options, see Customisation.
To ensure you know who is looking at the enquiry at the same time you are, EnquiryDesk shows you who is active and has the current enquiry open.
