Assigning enquiries

Enquiries that arrive by themselves, from your forms, your mini-website or WhatsApp, land in Enquiry Management › New Enquiry with nobody assigned. The number beside New Enquiry in the menu is how many nobody has claimed.

People share them out: a salesperson claims one, or the owner assigns it. An enquiry you add yourself is yours straight away.

1. 1

   Arrives

   Waits in New Enquiry, unclaimed.

2. 2

   Claimed or assigned

   A salesperson claims it, or the owner assigns it.

3. 3

   Worked

   Only the holder, or the owner, writes to the student.

4. 4

   Handed on if needed

   The owner can move it to a colleague.

1. 01

   Step 1: Open New Enquiry

   Open Enquiry Management › New Enquiry. The heading shows how many are waiting, such as 4 unclaimed.

2. 02

   Step 2: Read it first

   To see what they sent before taking it, click the page icon on the row, View form data.

3. 03

   Step 3: Claim it

   Click Claim in the Who has it column, then Yes, claim it.

The enquiry is now on your My Enquiries, and colleagues see your name under Who has it.

Claiming does not change the status. It stays New until someone speaks to them, then becomes Contacted by itself.

If two people click Claim on the same enquiry at once, only one gets it. The other is told that someone else is already working it.

Two names describe who has an enquiry. Claimed by is who took it from New Enquiry, and it never changes. Assigned to is who holds it now.

Both are in the enquiry's Details. On New Enquiry, the Who has it column puts them together:

• You · Claimed 14 Oct: you claimed it yourself.
• Riya · Assigned: the owner gave it to Riya, or she added it herself.
• Riya · Claimed by Arjun: Arjun claimed it, then it was handed to Riya.
• A Claim button: nobody holds it yet.

Only someone who assigns enquiries can give one to a colleague. By default that is the owner.

1. 01

   Step 1: Assign an unclaimed enquiry

   On New Enquiry, click the student's name. In Details, Assigned to reads Unclaimed; pick a colleague and it is theirs at once.

2. 02

   Step 2: Move one between colleagues

   Open My Enquiries and click Everyone. Pick a new name under Assigned to on the row, then click Yes, change user.

The question warns that from then on only the new colleague, or whoever assigns, can reply to the student. Assigned to on the enquiry page asks the same, with Yes, assign.

The colleague is told in their bell, for example Meera gave you Priya, with Open the enquiry. For a student on WhatsApp, the card opens the chat instead.

Only the colleague holding an enquiry, or someone who assigns enquiries, can write to that student. This covers email, WhatsApp, YogaTribex chat, templates and payment requests.

Other salespeople can still read the conversation, add team notes and close it. Where the reply box would be, they see who holds it, such as With Riya.

If nobody holds it, a salesperson sees Not claimed yet with a Claim button. Claiming there counts towards the day's five.

The owner can always reply, but replying does not make an enquiry theirs. An unheld one shows Nobody has this enquiry yet. with Claim and Assign…, so it is not left in the pool by mistake.

Open System › Activity to see every claim and hand-on, as Lead claimed and Lead assigned, with who did it and when. By default only the owner can open it.

Narrow it with Today, Last 7 days or Last 30 days, or search for a colleague or a student.

For the same picture as a list, use Everyone on My Enquiries. Its Claimed by and Assigned to show who took each enquiry and who works it now.