Enquiries

Good to know: Enquiries are person-centred. That means that each enquiry must have a contact associated with it and people can have more than one enquiry.

Adding details about an enquiry

Each enquiry has two parts:

1. 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

2. 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.

Managing enquiries

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.

Assigning enquiries

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.

Actioning 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.

Enquiry History

The Enquiry History provides an overview of every action taken on the enquiry, including who, when and what.

How to access Enquiry History

Type of enquiry

To change the type of enquiry, select from the list available options. To customise the list of options, see Customisation.

Viewers

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.

Viewers allows you to see who is also look at the enquiry