---
title: Enquiries
slug: enquiries
docTags: 
createdAt: 2025-01-03T10:43:54.280Z
---

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

:::hint{type="warning"}
**Admins**, **managers**, and other **authorized users** can control different settings in the **Enquiries** settings.
:::

![](https://api.archbee.com/api/optimize/tjnHF_B8r1-EKcpEGK2I4-HvmqQCm4cAJkwsN1K6Tmq-20250813-100912.jpg)

# 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.
8. **Can I assign enquiries to multiple teams at once?**
   - No, each enquiry can only be assigned to one team at a time. However, you can create assignment rules for different locations or enquiry types to distribute them across teams automatically.
9. **Can I reorder pipeline stages after creating them?**
   - Yes, pipeline stages can be reordered by dragging and dropping them in the pipeline editor. Make sure to save changes after rearranging the stages.
10. **Is it possible to use the same custom field across multiple pipelines?**
    - Yes, custom fields created under the Enquiries section are available across all pipelines and can be reused wherever needed.