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Settings
Platform

Enquiries

11min

This section explains how to manage enquiries in Sanoflow's platform, including configuring General Settings, Pipelines, Enquiry Channels, Enquiry Assignment, and Custom Fields.

Getting Here

Admins, managers, and other authorized users can control different settings in the Enquiries settings.



Key Features of the Enquiries Settings

1. General Settings

  • Open Enquiry SLA: Define the Service Level Agreement (SLA) for responding to open enquiries. Options include setting a time frame (1–8 hours) or leaving it as "None."
  • Enquiry Notification Rule:
    • Add rules to notify specific users based on criteria such as:
      • Locations
      • Departments
      • Escalation Path (optional)
    • Example: Assign Dr. Jack Sam to notifications for enquiries from dermatology departments in specified locations.
  1. Click "Add Enquiry Notification Rule."
  2. Enter a rule name.
  3. Specify locations and departments.
  4. Assign users to notify.
  5. Toggle Enquiry Escalation if needed.

2. Pipelines

  • Pipeline Configuration: Organize enquiries by creating custom pipelines for specific workflows.
  • Stages: Define steps such as New, First Contact, Booked, and Closed.
  • Statuses:
    • Open
    • Won
    • Lost
  • Fields: Customize data fields required at each stage.
    • Set validation (e.g., mandatory or optional fields).
  • Disqualify Reasons: Add reasons for marking enquiries as disqualified (e.g., "Wrong Contact Info" or "No Answer").
  1. Navigate to Pipeline and click "Add Pipeline."
  2. Enter a name and assign teams.
  3. Configure stages and statuses.
  4. Customize fields and disqualify reasons.
  5. Save changes.

3. Enquiry Channels

  • Define channels where enquiries originate, such as:
    • Website
    • Google Ads
    • Facebook Page
    • WhatsApp
    • Booking Pages
    • Custom channels (e.g., call centers, chatbots).
  1. Click "Add Channels."
  2. Enter the channel name.
  3. Confirm to save.

4. Enquiry Assignment

  • Automate assignment of enquiries to specific teams based on predefined rules.
  1. Toggle Enquiry Auto Assignment ON.
  2. Click "Add Rule."
  3. Specify:
    • Location (e.g., "Medical Center (KSA)")
    • Team to assign (e.g., "Default Team").
  4. Save the rule.

5. Custom Fields

  • Extend the default enquiry fields by adding custom fields for additional data points.
  • Pages: Assign custom fields to Contacts or Enquiries.
  • Types:
    • Text
    • Number
    • Single-Select (e.g., Treatment options like Invisalign, Botox)
    • Multi-Select
  1. Click "Add Custom Field."
  2. Select:
    • Page: Enquiries or Contacts
    • Type
  3. Enter a field name.
  4. Optional: Mark as "Required" or "Show in Form."
  5. Save changes.

Best Practices

  1. Use Pipelines Effectively:
    • Customize stages to align with your business processes.
    • Utilize disqualify reasons to analyze lost opportunities.
  2. SLA Monitoring:
    • Regularly review open SLAs to ensure prompt responses.
  3. Optimize Assignment Rules:
    • Use auto-assignment to reduce manual effort and streamline workflows.
  4. Standardize Data:
    • Leverage custom fields for consistent data entry and reporting.

FAQs

  1. How can I add more than one enquiry notification rule?
    • Go to Settings > Enquiries > General, then click "Add Enquiry Notification Rule" for each additional rule.
  2. Can I edit an existing pipeline?
    • Yes, click on the pipeline name under Settings > Enquiries > Pipeline, make changes, and save.
  3. What happens if I edit or delete a pipeline?
    • Editing a pipeline updates all associated enquiries automatically. If the edit consists of deleting a stage, then you will be asked to move the enquiries in this stage to different stages, or fully delete them first before deleting a stage.
    • Deleting a pipeline will remove it from the system, and any associated enquiries will be deleted as well, along with any information associated with this pipeline.
  4. Can I delete custom fields?
    • Yes, click the trash icon next to the custom field in the Custom Fields tab. Keep in mind this may cause you to lose any associated data with this field, such as custom views.
  5. Are enquiry channels linked to campaigns?
    • Channels are independent, but can be associated with campaigns by mapping sources with adding tags to your customers, and then reusing these tags for targeted campaigns.
  6. How can I prioritize high-value enquiries?
    • Use custom fields like "Lead Value" or "Urgency" and filter by these fields to address critical enquiries first.
    • You also may use tags to highlight your VIP customers, and etc..
  7. How do I recover deleted enquiries?
    • Deleted enquiries cannot be recovered. Use caution when deleting.



Updated 07 Jan 2025
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