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.
Getting Here
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.
How the Enquiries Module Helps You
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.
Enquiry Features
Pipelines
- 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.
Enquiry List View
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.
Enquiry Details
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.
Views
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.
- Custom Views:
- 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/Export
- Import: Bulk add enquiries using a pre-defined CSV template.
- Export: Generate reports for all enquiries or activities in a selected timeframe.
Notifications
Stay informed of updates with real-time notifications:
- Assigned enquiries
- Changes to stages or statuses
- Comments or notes added by team members
Quick & Advanced Filters
Refine results using search or advanced filters.
Practical Widgets in the Dashboard for Enquiries
- 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.
Best Practices
- 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.
FAQs
- Can I create different pipelines for different teams or departments?
- Yes, pipelines can be created to reflect separate workflows — e.g., one for sales, one for clinic visits, and another for insurance approvals. Only Admins can configure them under Settings.
- Why am I not seeing certain stages in the pipeline view?
- Only stages with open enquiries will show prominently in the default view. Empty stages still exist but may appear collapsed unless expanded.
- What happens if I delete a stage in a pipeline?
- Deleting a stage removes it from the workflow, and any enquiries within that stage must be moved beforehand to avoid data loss.
- Can I track the source of each enquiry?
- Yes, each enquiry displays its source (e.g., WhatsApp, Flow, Manual) in both the card and the Enquiry Details panel.
- How are enquiries sorted within a stage?
- By default, enquiries are sorted chronologically. You can re-order them manually by dragging or apply a custom sort in list view.
- Is there a limit to how many enquiries I can import?
- You can import in bulk using CSV. While there is no hard platform limit, we recommend batches of 10,000 enquiries to avoid delays.
- Can I trigger workflows or messages when an enquiry is moved to a stage?
- Yes. Admins can set up automation in the Flows module to trigger actions based on enquiry updates (like stage changes).
- Are notifications sent for enquiries that are reassigned?
- Yes. If you are tagged, assigned, or if your enquiry is moved or commented on, you’ll receive real-time notifications.
- How do I identify overdue tasks linked to an enquiry?
- Open the Enquiry Details tab and check the Tasks Due column. You can also filter using Advanced Filters for overdue enquiries.
- Can I create a report showing team performance based on enquiries?
- Yes. Use the Export feature or switch to the Reports module to generate team-based activity summaries, conversion rates, and enquiry sources.