CRM Enquiries

What is an Enquiry?

An Enquiry is a contianer for a single ongoing conversation or opportunity, like a "sales project" or a "deal". If a customer asks about a wedding in June and later asks about your Christmas party, those are two Enquiries, even though they both relate to the same person.

Every Enquiry is linked to a Lead or Contact. Keeping each conversation in its own Enquiry means the messages, details and forms for one job never get mixed up with another.

Where Enquiries come from

An Enquiry can arrive in three ways:

1. Created by you. Open a Lead and add an Enquiry when somebody asks about a specific job, for example over the phone or in person.
2. From your email inbox. If you have connected a supported mailbox, Eleventh watches incoming emails for enquiries and raises them in the CRM automatically.
3. From the booking widget. When the widget on your website is in enquiry mode, it works like a contact form. The customer fills it in, receives a confirmation email, and the enquiry lands in your CRM with their answers attached.

Enquiry mode is for organisations that don't use the venue booking features. Venues use the widget's booking mode, which takes and actions booking requests directly.

What an Enquiry holds

• Message and description: what the customer asked for, in their words or yours.
• Form submissions: answers submitted through your booking widget or forms. These are read-only so what the customer sent is never altered.
• Correspondence: the emails and notes for that one job, kept apart form everything else you have discussed with the same person.
• Status: an Enquiry can be given a custom status so you can see where each deal stands.
• Related items: links to other records, such as the widget submission it came from.

Enquiries, Leads, Contacts and Bookings

An Enquiry belongs either to a Lead or a Contact:

• Owned by a Lead: the customer is still a prospect. The enquiry tracks the conversation whilst the Lead moves through your pipeline.
• Owned by a Contact: the customer is confiremd. Use for repeat business, where a returning customer has a new job in mind.

An Enquiry is usually the step before a Booking. Bookings can only be created against a Contact, so once the customer confirms, convert the Lead to a Contact using the Actions & Convert menu on the Lead screen. See CRM Contacts for what happens next.

Troubleshooting

• A widget enquiry didn't arrive. Check that the widget is in enquiry mode and that the customer received the confirmation email. If they didn't, ask them to check their spam folder. Enquiries are only delivered to the organisation once we can confirm that the email the customer provided is legitimately theirs, in the interest of reducing spam.
• I can't create a Booking from an Enquiry. Bookings can only be create dagainst a Contact. If the Enquiry is still owned by a Lead, convert the Lead first.
• I can't see or edit Enquiries. Enquiries follow for your CRM permissions: View CRM to see them and Manage CRM to change them. Ask an organisation administrator to check your role.