---
title: Enquiries Overview
slug: enquiries-overview
createdAt: 2024-11-20T12:12:45.288Z
---

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

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This module is available for **managers**, **admins**, and users with authorized access to **Enquiries**.
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This module can be accessed through the navigation list on your left side of the screen, then go to **Enquiries**. 

![](https://api.archbee.com/api/optimize/tjnHF_B8r1-EKcpEGK2I4-qukTN4ouyw2yCmbVXty-6-20250722-150809.jpg)

# 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:**

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Click on **Filters**
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Choose any Filter. We will choose **Tags**
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Press on **Create View**
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Name this new **View**
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Click on **Confirm**
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Click on **Open**
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Select the new Customed** View** under **[Custom Views](https://app.archbee.com/docs/GPbGdt7UNw_cqbLt6FZhi/yVXtU92mMRXUyTassDWPm)**
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## 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

1. **Open Enquiries**
   - Track all ongoing enquiries, organized by their current stage. Use this widget to prioritize urgent or overdue enquiries.
2. **Daily Enquiries**
   - A visual report of enquiries received in the past 30 days. Use this for performance analysis or team workload assessments.
3. **Team Members**
   - Displays who is working on specific enquiries, ensuring seamless collaboration and balanced workloads.

# Best Practices

1. **Pipeline Optimization**: 
   - Regularly review and refine pipelines to ensure they align with business goals.
2. **Dynamic Views**: 
   - Create views to monitor key metrics like overdue tasks or high-value enquiries.
3. **Frequent Updates**: 
   - Keep enquiry statuses current to provide accurate progress tracking.
4. **Export Reports**: 
   - Use the export feature for end-of-week performance reviews or monthly team reports.

# FAQs

1. **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.
2. **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.
3. **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.
4. **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.
5. **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.
6. **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.
7. **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).
8. **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.
9. **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.
10. **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.