> For the complete documentation index, see [llms.txt](https://law-centres-network.gitbook.io/enquirydesk-documentation/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://law-centres-network.gitbook.io/enquirydesk-documentation/fundamentals/enquiries.md).

# Enquiries

{% hint style="info" %}
**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. 
{% endhint %}

### 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. 

{% embed url="<https://www.loom.com/share/8977687382404ccbbfb4cbebe443b6a9>" %}

To customise what information is recorded about the Enquiry or the Contact, select **Configure > Forms**.&#x20;

### 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**](/enquirydesk-documentation/guides/managing-your-enquiries/merge-enquiries.md).

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**](/enquirydesk-documentation/guides/managing-your-enquiries/duplicate-enquiries.md).&#x20;

To manage the to do list, you can **Pin** enquiries to the top of the list. This will pin enquiries for you ONLY. &#x20;

![](https://1557228947-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MlVCR9ubXeHbIrg72C9%2Fuploads%2FykXbRaSPqHdlKEE2ZpoU%2Fimage.png?alt=media\&token=cee54fcd-f796-4f17-b656-5a06865d3df1)

### 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**](/enquirydesk-documentation/guides/assigning-an-enquiry.md).

### 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**](#actioning-an-enquiry).&#x20;

### Enquiry History

The Enquiry History provides an overview of every action taken on the enquiry, including who, when and what.&#x20;

![How to access Enquiry History](https://1557228947-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MlVCR9ubXeHbIrg72C9%2Fuploads%2FweWKgWb6wXaYiqyJHh3o%2Fimage.png?alt=media\&token=d0456dd2-b1fc-4a9f-bac9-9c79ac5c101c)

### Type of enquiry

To change the type of enquiry, select from the list available options. To customise the list of options, see [**Customisation**](/enquirydesk-documentation/guides/customisation.md).

### 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.&#x20;

![Viewers allows you to see who is also look at the enquiry](https://1557228947-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MlVCR9ubXeHbIrg72C9%2Fuploads%2FPBLsbUj3mFOxOIl5Zxo8%2Fimage.png?alt=media\&token=67cf0a2e-19e8-42cd-a353-862cf2ea59bb)