Product
Enquiries

Add an Enquiry

7min

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:

  1. Navigate to the Enquiries module using the left-hand menu.
  2. Click on the + Add Enquiry button located in the top-right corner of the Enquiries page.
  3. Another way to Add an Enquiry is through Contact Details in the Chat in Inbox.

How to Add an Enquiry

Follow these steps to create a new enquiry:

  1. Open the Add Enquiry Form
    • Click on the + Add Enquiry button to open the form.
  2. 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.
  3. 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.
  4. 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.
  5. 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

  1. Offline Leads: Document leads collected during in-person events, phone calls, or walk-ins to ensure they are added to your sales pipeline.
  2. Manual Appointments: Log appointment requests made via email or phone, scheduling follow-ups seamlessly.
  3. 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

  1. Can I add multiple contacts to a single enquiry?
    • Currently, each enquiry is linked to one primary contact. However, alternate contact numbers can be added under the Phone Number field.
  2. What happens if I forget to assign a stage?
    • The enquiry will default to the "New" stage unless manually updated later.
  3. Can I edit an enquiry after it’s added?
    • Yes, enquiries can be edited at any time to update or correct information. Navigate to the enquiry, open its details, and make the required changes.
  4. Is the Auto Assign feature mandatory?
    • No, Auto Assign is optional. You can manually assign the enquiry to a user or team if preferred.
  5. Are tags searchable?
    • Yes, tags are fully searchable and can be used to filter enquiries in the list view.
  6. What if I don't know the source of the enquiry?
    • You can leave the Source field blank or select a general option such as "Manual Entry" and update it later if needed.



Updated 31 Dec 2024
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