Inbound Enquiries Process

Inbound Enquiries Process

Adding Phone Messages

  1. On receipt of a phone call from a prospective client, first create a phone message.

  2. 1. Click the quick create button in the bottom right corner.   

  1. 2. Click Phone message. 

  1. 3. A pop-up window will appear for you to fill out any relevant information (all mandatory fields are marked with *). 

 

  1. 4. Include the caller's name in the Caller field. If they are not already in your database, you will be prompted to create a contact for the caller:


  3. 5. At Link to File search and link to Inbound Enquiries file.  


  5. 6. You can select whether to send an email notifying a team member of the phone message by toggling yes or no under the Send Email section.  

       

Note: The email will only be sent to the user in the Call For box. 

 

  1. 7. Click Save. 

Note: The time and date fields will automatically be populated with the current date and time, it is not possible to change these fields. 



Linking the Contact to Inbound Enquiries file

  1. 1. In the left pane of your Thread page, click Files. 

  1. 2. In the search bar provided, search for the Inbound Enquiries file. 

  1. 3. Click on the file name. 

  1. 4. Under the File Details tab, click Contacts. 

 

  1. 5. Click Link Contact. 

  1. 6. Search for the contact(s) you wish to link to the file or add a new contact by clicking Add. 

 

 

  1. 7. Select the contact(s) and click OK. 

  1. 8. A pop-up will appear to add a Unique Reference number and to choose the contact type Lead. 



  1. 9. Click OK. 

  2. The contact will now appear in the Contacts tab under File Details of Inbound Enquiries file



Managing the Lead within Inbound Enquiries file  

If there are multiple activities for the same Lead, you can group them together using Group Activity.

  1. 1. In the Inbound Enquiries file you may wish to assign Groups for the contact

  2. 2. Select the items you wish to Group together



 

  1. 3. In the pop-up window that appears, select an existing group or click Add + Assign in the top grey pane to create a new group. 

 

  1. 4. A new pop-up will open. To create a main group, enter the name of the new group in the Group name field and click Save. 

To create a sub-group, select a parent group from the Parent group box, enter a sub-group name and click Save. 

 

Viewing File Activities by Group  

Once you have created groups or folders in a file, you can choose to view file activities by group. This way, you can easier manage larger files, and have a more organised view of file activities. 

  1. 1. Click Files on the left pane of Thread. 

  1. 2. Click the file name you want to view by grouped activities. 

  1. 3. Go to the Activities page, under File Documents. 

 

  1. 4. In the grey pane, toggle the View in group button. 

 

  1. 5. When viewing file activities in groups, press the + button to open groups and the – button to close groups. 

  2.  

  3. ​

Assigning an enquiry to another user


If you need to assign the enquiry to another user, you can use the Pending status option and change the Author to the user you need to assign it to. 

1. Select the activity of your enquiry and click Edit.



2. Remove the author and then type to choose the user you wish to assign it to instead.



3. Change the status to Pending.



4. This activity will now show on the Pending docs for the user. For more details on viewing Pending docs and changing status, go to Pending Docs.


Once the user has dealt with the enquiry, they can then edit the status accordingly and the activity will no longer show in their pending docs.
If you need to create an alert to follow up on an activity/enquiry, please see Creating Alerts for further steps. 


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