Enquiries

What arrives from the “Contact us” form on the public site: who wrote, how to reach them, the enquiry's type, the campaign it came from, and whether it was dealt with.

What it is for

When a visitor writes to the office from the “Contact us” form on the site's home page, with a question, a request or a suggestion, their message lands here. You read it, contact them by phone or email, then mark it “Dealt with”.

Who uses it

The page opens for whoever holds “View enquiries”, to look only, or “Manage the office's settings”, to work in it. In the built-in roles: Owner, Manager. They are granted to any role under Settings → Roles and permissions.

Step by step

1. Narrow by status (new or dealt with), or type a name, phone or email in the search and press Enter.
2. Press the envelope on the enquiry's row to read the message, with its type, the page it was sent from, the campaign, and the privacy notice version the sender saw.
3. Contact the sender from their phone or email link in the “Contact” column.
4. Press “Dealt with” in the message's window, or “Open again” if it needs following up.
5. To take an enquiry off the list (a spam message, say), press the bin: it is kept as it is, and no longer shows here.

How it works

A visitor types their name, a phone or an email (at least one), and an optional message of up to 4,000 characters, chooses the enquiry type if the office has types, and is asked not to write health information or ID numbers. The form is protected by a check that the sender is not a robot, and by limits every quarter of an hour: five from one device, sixty for the whole site. The form takes no messages while the site is closed or the office's account is suspended. Kept with the enquiry: its type, the page it was sent from without anything after a ?, the ad campaign if the visitor came through one, the privacy notice version, and the address of the device it came from, to make abuse visible (not shown here). If the enquiry type has a receiving email, a notice goes there. Enquiries are text from outside the office: shown as written, never linked to a person's file, and never read by MG Tech. The newest 200 show; narrow the search to see others. The search is never written into the page's address. An enquiry taken off the list is not deleted but kept, and enquiries are kept while the office's subscription runs. “Dealt with”, “Open again” and taking off the list are written to the action log by the enquiry's number alone, never the sender's name or message. Whoever holds the view reads enquiries; whoever holds “Manage the office's settings” marks them and takes them off the list.

On the page

• The status, and the search by name, phone or email (applied with Enter).
• New enquiries, and all of them.
• Messages from outside the office: never linked to a person's file, never read by MG Tech.
• Each enquiry's sender, contact, type, campaign, date and status. The envelope opens the message, the bin takes it off the list.

Questions

Can I delete an enquiry?

It is taken off the list with the bin, not deleted: it is kept as it is, and no longer shows here.

Who is told when an enquiry arrives?

The enquiry type's receiving email, if one is set under “Enquiry types”. The enquiry shows here for everyone who opens the page, counted under “New” until it is marked “Dealt with”.

What is the “Campaign” column?

The ad's source and campaign name, when the visitor came from an ad link carrying the campaign's tags. The “Campaign report” page adds up visits and enquiries for each campaign.