Enquiries

Keep every message people send through your website's contact form in one list, see who's answering each one, and mark them closed when you're done.

Use it when

Use it when your website has a contact form and you want each message kept, shared with your team and followed through to an answer.

Use something else when

If people are asking for a price, use Quote requests. For an address book of people you already work with, use Contacts.

How to add it

The usual way is with a contact form on your website:

  1. Open My Sites, open your site, and choose Forms in the editor's side panel.
  2. Press Add a form, pick Contact enquiries and press Use.
  3. Choose New response workspace and type its Workspace name (it starts as "Enquiries"), or choose Use existing workspace to send messages to a table you already have.
  4. Press Review changes, then Apply. You see Form and responses saved, and Enquiries appears in your sidebar.
  5. To put the form on a page, open it in Forms, press Settings, then Put on a page. Choose the page, press Put it here, then press Publish.

You can also add the table on its own from My Business, Advanced, Data, New data, and connect a form later. See Forms and responses.

How to get an email about each new enquiry

New enquiries don't email anyone until you choose who should hear about them.

  1. Open My Sites, open your site, and choose Forms in the editor's side panel.
  2. Open the form, press Settings, then Workspace settings.
  3. Open Settings. Under Who gets new responses?, tick the staff who should get an email. Send from shows the address it's sent from.
  4. Press Save. From now on, each new response sends them an email.

How to mark an enquiry as dealt with

  1. Open Enquiries and click the message.
  2. Set Status to In progress while you work on it, and Closed when you've answered.

Reply to the person from your own email; the table doesn't send replies.

How to change request handling

New Enquiries tables include an Assigned to field and internal handling stages. Open Automations, then the built-in entry with your table's name. Change the configured assignment or follow-up wait there; nobody is assigned unless you choose them.

The supplied follow-up waits two weekdays, reads the enquiry again, and adds an internal note only while it is still new and unassigned. Moving it on or assigning someone stops that nudge. The reply stage keeps your words as an internal note, not a customer email. Existing tables keep their current handling until a reviewed upgrade.

How to add an enquiry

  1. Open the Enquiries table from your sidebar, or open My Business, then Advanced, then Data, and pick it.
  2. Press New enquiry. If you renamed the table, the button may say something else.
  3. A window called New enquiry opens. Type the customer's name in the title at the top, where it says Untitled.
  4. In the record window, fill in the Email and Message if you have them.
  5. Press Create enquiry.

You see Enquiry created.

What it adds or changes

Empty response workspace · notification automation starts paused

It adds a table with these columns:

Column Type Choices
Name text
Status single choice New, In progress, Closed
Email email
Message long text
Assigned to person

How it works

It runs its own built-in automation, called Enquiries. Tell staff about a new response: read a new response, choose the staff destinations and email its full details. Empty recipient groups send nobody.

Example

Brightside Cleaning, a fictional cleaning business, adds a contact form to its website and ticks its office manager under Who gets new responses?. A visitor asks whether Brightside cleans offices at weekends. The office manager gets an email, sets the enquiry to In progress, replies from her own inbox and sets it to Closed.

If something isn't working

Limits