Review and action an enquiry

Overview

When a prospective client submits your public enquiry form, the enquiry lands in the Enquiries sidebar with status New and is flagged in dashboard attention items. This article walks through opening the enquiry, reviewing what the client said, and moving it through the status pipeline — Responded, Accepted, or Closed.

Who This Workflow Is For

This workflow applies to Admin, Business Owner, and Sole Trader.

Before You Start

The public enquiry form must be live and at least one enquiry must have been submitted. You can also test the flow by submitting an enquiry through your own form URL.

Step-by-Step Process

1. Open the dashboard and check the Needs Your Attention items — new enquiries surface here. You can also go straight to Enquiries in the left sidebar.
2. On the Enquiries page, find the enquiry:
   • Use the status filter — choose from All, New, Responded, Accepted, or Closed.
   • Use the search bar — search by name, email, phone, or address.
3. Select Open on the enquiry. The Enquiry Detail pop-out opens with the submitted fields:
   • Contact details — Name, Email, Phone, Address.
   • Enquiry status and timing — Status, Received date, Late reply indicator.
   • Job summary details — Trade, When needed, Property type, Work type, Service, Job stage.
   • Description — what the client said in their own words.
   • Photos — any photos the client attached, in the photo bar at the bottom of the pop-out.
4. Decide what to do next based on the enquiry:
   • Need more information. Select Email client back to reply via email — see Reply to an enquiry below. The status updates to Responded when you send.
   • Ready to proceed. Accept the enquiry by selecting Accept. The status updates to Accepted. From there you can select Convert to quote — see Convert an enquiry to a quote.
   • Not going to proceed. Close the enquiry by updating the status to Closed. The enquiry stays on record but drops out of the active list.

Reply via Email client back

1. From the Enquiry Detail pop-out, select Email client back. The email reply pop-out opens, pre-addressed to the enquirer.
2. Add CC or BCC recipients if needed.
3. Review the subject line. It is pre-populated as Re: Your Enquiry and is editable.
4. Review the AI-generated reply body. By default it asks the client to confirm a preferred site visit time, any plans or access constraints, and their target timing. Edit or replace the body as you need.
5. Select Send. The email goes out and the enquiry status updates to Responded automatically.

What Happens Next

The enquiry moves through the status pipeline as you action it:

• New — just received, not yet actioned.
• Responded — you replied via Email client back.
• Accepted — you accepted the enquiry. From here you can Convert to quote.
• Closed — you closed the enquiry without progressing.

If you converted to a quote, the standard quote creation process begins with the client name, email, phone, address, and description already filled in.

Common Issues

• Did not get a notification. New enquiry notifications appear in dashboard attention items for Business Owner, Supervisor, and Finance. If you are missing them, check the attention items panel directly and confirm your role.
• Cannot reply. Confirm the client email address on the enquiry is correct. Email replies open a pre-addressed pop-out — if the address is missing the client did not supply one and you may need to follow up via phone.
• Photos missing. If a photo bar appears empty, the client did not attach any photos. Photos are optional on the enquiry form.
• Need to undo an Accepted status. Statuses move forward through the pipeline. Update the status to Closed if you no longer want to proceed.
• Tradie or Apprentice cannot see Enquiries. This is by design — Tradie and Apprentice roles do not access Enquiries.

Related Guides

• Set up the public enquiry form
• Share or embed the enquiry form
• Convert an enquiry to a quote
• Review your Needs Your Attention items
• Using AI in MyApprentice