On the Settings > General > Inquiries page, you can configure the numbering of Inquiries, the default Inquiry type, and the automatic creation of Inquiries for each received or missed incoming call.
Be sure to click Save to apply the selected settings.
Inquiry Numbering Template
Go to Settings > General page. Next, scroll down to find the Inquiries section and complete the setup for a numbering template in the relevant field.
Fill in the field of a Inquiry numbering template using symbols, along with the following available variable values:
{C} — represents the Inquiry counter;
{D} — the current day;
{M} — month;
{Y} — year.
The {C} variable values can be configured.
E.g., {C:3} means the work order counter consists of 3 digits and fills the missing ones with 0: 001, 002, 003, etc.
The same thing can be done to set up a numbering counter of your Inquiries. Simply click on the example Inquiry number and fill in the counter field with the needed value.
Default Type of Inquiry
In this field, you can set the default type of Inquiry.
If you select a specific Inquiry type, it will be set when creating a Inquiry.
If you select "Remember the last one," the chosen Inquiry type previously will be set when creating a new Inquiry.
If you pick "Not specified," you must select the Inquiry type before creating it.
Creating a Inquiry for Every Incoming Call Automatically
Note: for this feature to work correctly, you must connect and configure one of the VoIP services on the Settings > Integrations page.
1. Check the Automatically create Inquiry for an answered incoming call checkbox.
2. You can select a specific type for such Inquiries and immediately assign a Manager if necessary. You can also set up notifications so employees process Inquiries on time.
3. Set up rules for creating Inquiries.
Create a Inquiry even if a client has an open work order. Enable this checkbox if you want an automatic Inquiry to be created, even if the client has an open work order. Otherwise, the Inquiry will not be created as long as the client has open work orders. The client is searched by phone number.
Create a Inquiry even if a client has an open Inquiry. Enable this checkbox if you want an automatic Inquiry to be created even if the client has an open Inquiry. Otherwise, the Inquiry will not be created as long as the client has open Inquiries. The client search is performed by phone number.
Please note that if you have both settings checked and the client has an open work order and an open Inquiry at the time of the incoming call, one automatic Inquiry will be created.
Creating a Inquiry for Each Missed Call Automatically
Note: for this feature to work correctly, you must connect and configure one of the VoIP services on the Settings > Integrations page.
1. Check the Automatically create Inquiry for a missed call checkbox.
2. You can select a specific type for such Inquiries and immediately assign a Manager if necessary. You can also set up notifications so employees process Inquiries on time.
3. Set up rules for creating Inquiries.
Create a Inquiry even if a client has an open work order. Enable this checkbox if you want an automatic Inquiry to be created, even if the client has an open work order. Otherwise, the Inquiry will not be created as long as the client has open work orders. The client is searched by phone number.
Create a Inquiry even if a client has an open Inquiry. Enable this checkbox if you want an automatic Inquiry to be created even if the client has an open Inquiry. Otherwise, the Inquiry will not be created as long as the client has open Inquiries. The client search is performed by phone number.
Please note that if you have both settings checked and the client has an open work order and an open Inquiry at the time of the missed call, one automatic Inquiry will be created.
Important: when you receive a call from an unknown customer who is not in the database, a new Inquiry is automatically created. If you don't link a new or existing customer to this phone number, the system creates a new Inquiry without information about previous conversations for each subsequent call.
To avoid this, first create or link a customer to an existing Inquiry. Then, the next calls will be automatically linked to an existing contact in the database, and the widget will show the entire history of interactions.
Inquiries that were created automatically from an incoming or missed call will be filled in as follows:
Inquiry type and Manager specified in the settings.
Name (if the client is already in your database) and phone number of the client. If the client is not in your database, "Unknown client" will be indicated instead of the name.
In the "Comment" field, you’ll see "Missed" for Inquiries created from a missed call.
Please note that automatic Inquiries are created both from existing and unknown clients.