Enquiries Overview
The Enquiries module in Sanoflow is your centralized hub for managing all incoming enquiries. Whether from WhatsApp, flows, Instagram, Messenger, or manual entry. This module offers a streamlined approach to track, organize, and progress enquiries through your custom workflows. It ensures your team stays on top of client communications and operational efficiency.
This module is available for managers, admins, and users with authorized access to Enquiries.
This module can be accessed through the navigation list on your left side of the screen, then go to Enquiries.
The module provides a comprehensive suite of features to monitor and process enquiries at every stage of your workflow:
- Pipeline Visualization: Enquiries are organized into pipelines that represent your custom workflows, allowing clarity and tracking of progress.
- Custom Views: Filter and save specific enquiry views for different purposes, such as unassigned enquiries or those in a specific stage.
- Detailed Records: Each enquiry contains granular information, including source, status, stage, contact details, and history.
- Collaboration Tools: Easily assign tasks, update stages, or leave notes for team members to ensure seamless collaboration.
- Definition: Pipelines represent the sequence of stages enquiries follow in your workflow. Examples include:
- Optimized Clinic Workflow: Tracks enquiries related to appointments and clinic visits.
- Insurance Approvals: Handles insurance-related enquiries, such as approvals or follow-ups.
- Sales Pipeline: For tracking leads through the sales journey.
- Stages: Customize stages like New, Qualified, In Progress, Completed, or Lost to reflect your processes.
- Purpose: Helps categorize and monitor enquiries effectively.
The primary list view is a tabular representation of all enquiries in a pipeline or filtered view. Key features include:
- Columns: Display essential fields such as:
Column | Description |
|---|---|
Name | Displays the name of the contact associated with the enquiry. |
Created Date | The date and time when the enquiry was created in the system. |
Tags | Custom labels added to the enquiry for categorization or filtering purposes (e.g., "Urgent," "Follow-Up"). |
Description | A text field for additional information about the enquiry. |
Source | Indicates where the enquiry originated, such as "Flows," "Manual," or "Inbox." |
Created By | The user or system that created the enquiry. |
Tasks Due | The number of tasks associated with this enquiry and their respective due dates. |
Stage | The current stage of the enquiry within the pipeline (e.g., "New," "Qualified," "Message Attempt"). |
Status | Indicates whether the enquiry is "Open," "Closed," or in another custom status. |
- Actions:
- Quick Filters: Refine results using search or filters.
- Sorting: Click on any column header to sort by that field.
- Bulk Actions: Select multiple enquiries to update, and you may export or change status for multiple enquiries.
Each enquiry contains detailed information organized into tabs:
- Task & Notes: Add and track tasks associated with the enquiry. Leave notes for team members.
- Inbox: View and respond to messages linked to the enquiry.
- Details Panel: Includes:
- Enquiry-specific data such as Stage, Status, Created By, and Source.
- Contact information like Name, Phone, Email, and additional contact methods.
- History of actions taken on the enquiry.
Easily navigate between predefined and custom views:
- Predefined Views:
- All: Displays all enquiries across pipelines.
- Open: Enquiries still active and unresolved.
- Closed (Won): Successfully resolved enquiries.
- Closed (Lost): Enquiries marked as unsuccessful.
- Assigned to Me: Tasks or enquiries assigned to you.
- Mentions: Enquiries where you’ve been tagged.
- Save and reuse filtered views. Example: "High-Value Enquiries" or "Unassigned Queries."
Steps on How to Create a Custom View:
Click on Filters
Choose any Filter. We will choose Tags
Press on Create View
Name this new View
Click on Confirm
Click on Open
Select the new Customed View under Custom Views
- Import: Bulk add enquiries using a pre-defined CSV template.
- Export: Generate reports for all enquiries or activities in a selected timeframe.
Stay informed of updates with real-time notifications:
- Assigned enquiries
- Changes to stages or statuses
- Comments or notes added by team members
Refine results using search or advanced filters.
- Open Enquiries
- Track all ongoing enquiries, organized by their current stage. Use this widget to prioritize urgent or overdue enquiries.
- Daily Enquiries
- A visual report of enquiries received in the past 30 days. Use this for performance analysis or team workload assessments.
- Team Members
- Displays who is working on specific enquiries, ensuring seamless collaboration and balanced workloads.
- Pipeline Optimization: Regularly review and refine pipelines to ensure they align with business goals.
- Dynamic Views: Create views to monitor key metrics like overdue tasks or high-value enquiries.
- Frequent Updates: Keep enquiry statuses current to provide accurate progress tracking.
- Export Reports: Use the export feature for end-of-week performance reviews or monthly team reports.
- How do I add an enquiry to a pipeline?
- Adding enquiries is a separate process covered in the Add Enquiry guide. You can use the Add Enquiry button to manually add an enquiry.
- Can I reassign enquiries to another team member?
- Yes, in the Enquiry Details panel, use the Assign To field to select another team member or group.
- How do I create a custom pipeline?
- Custom pipelines can be created by administrators in the Settings module. Contact your admin for assistance.
- Can I move enquiries between different stages?
- Yes, there are two ways to do this:
- By selecting the enquiry and dragging it manually to a different stage.
- By opening the enquiry and selecting another Stage from the drop down menu under Enquiry Details.
- How do I view all enquiries assigned to me?
- Switch to the Assigned to Me view under the Open dropdown in the Enquiries module.