Inbound Enquiries Process
Easily keep track of your leads by creating a matter, e.g. Inbound Enquiries, within Thread. Once created, you can then create document and email folders within the matter and link the relevant contacts, call logs, emails and documents to the matter.
Adding Call logs
1. On receipt of a phone call from a prospective client, first create a call log.
2. Click the quick create button in the bottom left corner.
3. Select Call log.
4. You can select the call type, if it is incoming or outgoing, who is calling and who the call is for, the status, priority and any other details that you wish to add while creating the call log.
5. Include the caller's name in the Calling field. If they are not already in your database, you will be prompted to create a contact for the caller.
6. At Link to Matter search and link to the Inbound Enquiries matter.
7. Click Save.
The time and date fields will automatically be populated with the current date and time however you can change these fields.
Linking the Contact to Inbound Enquiries matter
1. In the left pane of your Thread page, click Matters.
2. In the search bar provided, search for the Inbound Enquiries matter.
3. Click on the matter name.
4. On the matter Overview tab, you will see Contacts on the right
5. Click Manage.
6. A pop-up will appear to show all contacts currently linked to the matter.
7. Click Link Contact.
8. Search for the contact you wish to link to the matter or add a new contact by clicking +Add.
9. Add a Unique Ref (if applicable) and select the role of the contact for this matter, e.g. Lead or Prospect.
10. Click OK.
The contact will now appear in Contacts on the matter Overview of the Inbound Enquiries matter.
Managing the Leads Documents in Inbound Enquiries matter
If there are multiple documents for the same Lead, you can group them together using document folders.
1. In the Inbound Enquiries matter you may wish to assign a document folder for the contact.
2. Create a folder for the lead, see: Document Folders.
3. Select the document you wish to add to the folder.
4.Click the ellipsis on the right, then select Organise and select Add to Folder.
or select multiple documents and click the Add to folder button at the bottom pane to add multiple documents at once.
5. In the pop-up window that appears, select the folder you wish to add the document(s) to.
6. Click Select.
Viewing the Leads Documents by Folder
Once you have created document folders for the lead in the matter, you can easier manage the lead and have a more organised view of matter documents related to that lead.
1. Go to the Documents tab of the Inbound Enquiries matter.
2. In the grey pane, toggle the Folders button.
3. Click folder of the Lead you wish to view.
4. You can now view all matter documents in that Lead’s folder.
Managing the Leads Emails in Inbound Enquiries matter
If there are multiple emails for the same Lead, you can group them together using Email folders.
1. In the Inbound Enquiries matter you may wish to assign an Email folder for the contact.
2. Create a folder for the lead, see: Email Folders.
3. Select the Emails tab on the matter.
4. Select the email you wish to add to a folder.
5. Click the ellipsis on the right, then select Move emails to folder.
or select multiple emails and click the Move emails to folder button in the right pane to add multiple emails at once.
6. In the pop-up window that appears, select the folder you wish to add the email(s) to.
7. Click Select.
Viewing the Leads Emails by Folder
Once you have created email folders for the lead in the matter, you can easier manage the lead and have a more organised view of matter emails related to that lead.
1. Go to the Emails tab of the Inbound Enquiries matter.
2. Select the Leads email folder.
3. You can now view all emails in that Lead’s folder.
Assigning a Document enquiry to another user
1. Go to the Documents tab of the Inbound Enquiries matter.
2. Click on the Status column to add a Pending status and the Assignee column of the document you wish to assign to a user.
3. A pop-up window will open for you to fill in the relevant details. The task will be automatically linked to the matter you are in, and the document you are assigning. You can assign the task to one or multiple team members by including their names in the Assign to field and clicking Apply.
4. Once finished, click Save.
5. This document will now show on the Document Review tab of the assigned users To-do List.
Once the user has dealt with the enquiry, they can then edit the status accordingly and the document will no longer show in their Document Review tab.
For more details on viewing Documents for review and changing document status, see: Document Review. 
If you need to create an alert to follow up on an activity/enquiry, please see Creating Alerts for further steps. Assigning an Email enquiry to another user
If you need to assign an email enquiry to another user, you can use the email task option and Assign to the user.
1. Go to the Emails tab of the Inbound Enquiries matter.
2. Select the Leads email.
3. Click the ellipsis on the right, then select Create Task.
4. A pop-up window will open for you to fill in the relevant details. The task will be automatically linked to the matter you are in, and the email you are assigning. You can assign the task to one or multiple team members by including their names in the Assign to field and clicking Apply. You can also select a Task type of ‘Standard’ or ‘Document Review’.
5. Once finished, click Save.
6. If you selected Task type ‘Standard’, this document will now show on the Tasks tab of the assigned users To-do List.
7. If you selected Task type ‘Document Review’, this document will now show on the Document Review tab of the assigned users To-do List.
For more details on managing Tasks, see: Tasks Management – Overview.Related Articles
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