Add an Enquiry
8 min
The Add Enquiry feature in Sanoflow allows users to manually create new enquiries, ensuring all key customer interactions and potential leads are recorded. This functionality provides flexibility for teams to document enquiries that originate from offline channels or external systems, maintaining a centralized record for better management and follow-up.
Getting Here
This feature is accessible by Admins and Managers only. Users may have access to view or Add an Enquiry if their User permissions allowed to do so.

To access the Add Enquiry feature:
- Click on the + Add Enquiry button located in the top-right corner of the Enquiries page.

How to Add an Enquiry
Follow these steps to create a new enquiry:
- Open the Add Enquiry Form
- Click on the + Add Enquiry button to open the form.
- Enter Basic Details
- Title: Provide a brief but descriptive title for the enquiry (e.g., “Customer Support Request” or “New Appointment Booking”).
- First Name: Input the customer’s first name. This field is mandatory.
- Phone Number: Use the dropdown to select the country code, then enter the phone number.
- Appt Time: (Optional) Schedule an appointment by specifying the date and time.
- Set Additional Fields
- Auto Assign: Toggle this on if you want the system to automatically assign the enquiry to a user or team based on predefined rules.
- Stage: Define the current stage of the enquiry (e.g., New, Qualified, Follow-Up).
- Source: Specify the origin of the enquiry, such as "Flows," "Enquiries Module," or "Manual Entry."
- Tags: Add any relevant tags to categorize the enquiry for easier filtering and organization.
- Complete Custom Fields
- Fill in any Custom Fields configured by your admin, such as (you can add custom fields from settings.
- Outlet Name/Patient ID: Specify the outlet or branch, if applicable, or add the patient's ID in a healthcare setting.
- Description: Provide additional notes or context for the enquiry.
- Save the Enquiry
- Click Add to save the enquiry. The entry will appear in the selected pipeline for further action.

Key Notes for Adding an Enquiry
- Mandatory Fields: The First Name field must be completed to proceed. Ensure all necessary fields are filled to prevent submission errors.
- Auto Assign Feature: Enquiries can be automatically assigned to a user or team based on rules set by the admin.
- Custom Fields: These fields are customizable and may vary depending on your organization’s requirements. Use them to capture business-specific information. Custom fields can be added from the settings.
Practical Use Cases
- Offline Leads:
- Document leads collected during in-person events, phone calls, or walk-ins to ensure they are added to your sales pipeline.
- Manual Appointments:
- Log appointment requests made via email or phone, scheduling follow-ups seamlessly.
- Customer Support Requests:
- Record queries or complaints that need to be routed to a support team for resolution.
Best Practices
- Be Specific with Titles:
- Use concise and descriptive titles for quick identification of the enquiry.
- Leverage Tags:
- Add multiple relevant tags to improve categorization and streamline search and filtering processes.
- Verify Contact Details:
- Double-check phone numbers and other key details to avoid data errors.
- Use Custom Fields Thoughtfully:
- Tailor custom fields to capture critical information specific to your business needs.
FAQs
- Can I create an enquiry from an existing chat?
- Yes. Inside Inbox, open the Contact Details panel and click Add Enquiry to log the case while chatting.
- Can I change the pipeline while creating the enquiry?
- No. The pipeline is determined based on system routing or flow origin. However, you can manually move it later.
- What if I don’t see the Add Enquiry button?
- Check with your admin. Your role might not have permission to create enquiries.
- Are enquiries visible immediately after creation?
- Yes. They appear in the relevant pipeline and stage instantly unless filtered out by a custom view.
- Can I assign an enquiry to a specific user directly?
- Yes. If Auto Assign is off, you can manually choose the assignee from the enquiry details after saving.
- Can I prefill enquiry fields from a contact's profile?
- Not automatically. You need to manually enter each field. However, if added via Inbox, the contact’s number autofills.
- Is it possible to attach files when adding an enquiry?
- Not currently. Attachments can be added later from the enquiry details or linked inbox messages.
- Can I duplicate an enquiry?
- No built-in duplicate option exists, but you can manually copy details and re-create if needed.
- How do I track all manually added enquiries?
- Use the Source filter in the Enquiries list view and select “Manual Entry” to view them.
- Are there any limits to the number of enquiries I can add?
- No hard limits. You can add as many enquiries as needed, but keep your database clean with accurate and non-duplicate records.