> 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/guides/managing-your-enquiries.md). # Managing your enquiries {% hint style="info" %} **Good to know:** EnquiryDesk brings together your phone calls, emails, text messages and contact forms into one platform. It enables triage workers to process these enquiries in a person-centred way. {% endhint %} ## The basics A person seeking help may contact your Law Centre in any of the following ways: 1. [By Phone](#by-phone) 2. [By Email](#by-email) 3. [Walk-in to Reception](#walk-in-to-reception) 4. [By Contact Form](#by-contact-form) (on your Law Centre website) 5. [By Referral partner](#by-referral-partner) 6. [By Text Message](#by-text-message) (for example, via [a WhatsApp service](https://swllc.org/2021/03/17/introducing-the-law-centres-new-crisis-navigation-service/)) EnquiryDesk can manage any of these scenarios. Below we outline how each one works. ## By Phone {% embed url="" %} What happens when someone calls the Law Centre {% endembed %} People seeking help and their referrers can contact the Law Centre by Phone. These Phone calls can be handled within EnquiryDesk. To ensure that you can receive calls, make sure that you turn on your **Availability**. Toggle between your availability by clicking your username, and selecting **Accept Calls**. From here you can also adjust which Microphone you want to use. * A Green dot will appear when you can **Accept calls** * A Red dot will appear when you have selected **Do not accept calls** ![To change your availability, click on your username](/files/SKPvtymPumvHjiZgHFN5) When a person contacts your Law Centre, if your status is set to Available, you will receive a notification that someone is trying to reach you. To take a note during the call, open the Enquiry by selecting **View Enquiry**. To take a note during the call, select **Enquiry Details**. This will open a new side ![To take a note of the enquiry, select View enquiry, and open Enquiry Details](/files/Qy5rNMkBXcQuuEhf0C0l) To change the settings associated with receiving calls through EnquiryDesk, head over to our documentation on [**Configuration**](/enquirydesk-documentation/fundamentals/configuration.md). ## By Email {% embed url="" %} What happens when someone emails the Law Centre {% endembed %} People seeking help and their referrers can contact the Law Centre by Emaill. These emails can be handled within EnquiryDesk. Any action taken on emails (reply to an email, send a new email) is mirrored in the email client. That means, if your Law Centre is using Outlook and a person contacts the Law Centre by email and you reply using EnquiryDesk, you will be able to view the reply in Outlook Sent items. EnquiryDesk supports: * Email reply templates * Email signature footers * Email composer functionality * To and CC fields * Handling of Junk and Marketing emails To configure these settings for your Law Centre, head over to [**Configuration**](/enquirydesk-documentation/fundamentals/configuration.md). ## Walk-in to Reception ![Add Enquiry](/files/muOzSt1SbGgcJ5ha1gUK) If a person seeking help walks in or contacts the Law Centre via means other than by email, phone or text, you can add their details and process the enquiry in the same way you would with phone calls and emails. ## By Contact Form To receive enquiries from your contact form on your website, set up an integration under **Configuration > Integrations > Contact Forms > Settings**. This will enable you to collect data about specific fields (keeps data structured). ![Set up integration with Contact Forms](/files/LFRHqCxMnB82QmHnUYee) ## By Referral Partner To set up a referral partner, for example Citizens Advice, add their details under **Configuration > Referrers**. This will enable you to record the number of referrals made by that referrer and also ensure when enquiries are received they are managed seperately. ![Set new Referrers](/files/ncn3eAYMad4L8ysaFP9n) To add a referrer to a help-seeker's contact record, select **Contact Details**, then choose Referrer under **Type of Contact**. You will not overwrite the details of the help-seeker. ![Add a Referre to a Contact Record](/files/YWdzRgsWgzcMH3UMhdLa) ## By Text Message To contact a help-seeker by text, use their phone number or WhatsApp (if enabled). ![Send a text message. Requires the Contact to have a phone number](/files/Hhr0xC5HRMINXYVxhVfG) --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter: ``` GET https://law-centres-network.gitbook.io/enquirydesk-documentation/guides/managing-your-enquiries.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.