Viewing Inquiry Details

Frequently asked questions

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Viewing inquiry details

The inquiry details page shows the customer’s information, location, available technicians, photos, comments, and contact history. Users can view the details of any inquiry at any time. You can also edit the inquiry details, add discussion and attachments, and delete the inquiry. To view the inquiry details:

Table of contents 

Viewing inquiry details 

Go to Inquires > All Inquiries 

  1. On the all inquiries page, you may select the inquiry that you want, or you can find the inquiry using the search bar at the top of the page to locate the inquiry if you have the inquiry number (starting with INQ-).
  2. Click on the button. 
  3. A drop-down menu will appear, select “ View inquiry.”

The inquiry details page provides the customer’s information, booking location, add photos, service(s) required, comments, and contact attempts.

Scroll down to the section that displays logged calls, emails, SMS, and other completed tasks and events associated with the inquiry. The Inquiry History displays the date the change was made, the user who made the change, and the action performed. You can also create labels, which are tags or keywords that you can add to your inquiries. To learn more, click here. 

Viewing inquiry details from their customers’ details 

Go to Customer > All Customers. 

  1. Select the customer you want, or use the search bar to find their name.
  2. Click the “Action” button. 
  3. Then click on “ View Profile.”

  1. Scroll down and select the “Inquires” section.
  2. Click on “Show all” to view all of the inquiries.

  1. It‘ll redirect you to inquires page so you can click on the “Action” button
  2. Select “View inquiry” 

Viewing/editing customer information

  • You can view the contact details by scrolling down to the customer’s information on the inquiry details page.
  • Then click on “View contact details.” 

A popup window will appear, displaying the contact information for contacting the customer.

You can edit your customer’s information by going to the inquiry details page, scrolling down to the customer information section, and simply clicking on “Edit.”

A pop-up window will appear, allowing you to edit the selected customer’s existing data. You can also add, edit, or remove any details you want. To learn more, click here.

Viewing trading name for inquiry

When you create an inquiry or the customer submits it, you can add a trading name to the inquiry, so when you navigate to the inquiry details page, you will find the trading name on the right side of the page. To learn more about how to add a trading name to your inquiry, click here. If you want to know how to create a trading name for your company, click here. 

Viewing multiple addresses 

You have the option to add multiple addresses, and the number of addressees you can add is limited to three. To learn more about adding multiple addresses to your inquiry, click here.  

On the inquiry details page, you can view the number of addresses that you added to your inquiry.

Or you can view your customer’s addresses from the all inquiry page.

You can view the customer address that was entered and submitted in the inquiry.

  • From the inquiry details page, in the address section, select the address you want to view. 
  • Click on the address hyperlink

You’ll be redirected to a Google Map address where you can view the location and directions. 

Viewing/editing follow-up date

Follow-up with customers on a regular or periodic basis regarding service inquiries helps customers meet their expectations, giving them more reasons to purchase your product or service. To learn more about the feature, click here. 

Select the desired inquiry from the all inquiries overview page.

Then you’ll see the follow-up date and time, which you can edit by clicking on it.

 

Viewing/adding labels to an inquiry 

Labels are tags or keywords that you can create and add to your inquiries, quotes, bookings, invoices, complaints, fieldworkers, and customers. Using labels in OctopusPro will help you categorize and identify inquiries, quotes, bookings, etc. It will also improve communication within your office.

You can easily view or add a label to any booking from the booking details page. From the top right of the page, click on “Label+.”

A pop-up window will appear where you can select a label or “Add a label.” Visit the labels page to learn more.

Viewing matched fieldworkers on the map

You can view available fieldworkers from the available fieldworker’s map on the inquiry details page. Fieldworkers are available based on the service location, the services assigned to them from the settings, and the radius.

You can add services to a fieldworker’s profile and add available locations for a fieldworker if you want specific fieldworkers to do the job.

You can view matched fieldworkers by hovering over and clicking on their locations so their names will appear with their ratings. You can also view their distance.

Viewing matched fieldworkers in a list 

You can view available fieldworkers from the available fieldworker’s section on the inquiry details page in a list. Fieldworkers are available based on the service location, the services assigned to them from the settings, and the radius.

You can add services to a fieldworker’s profile and add available locations for a fieldworker if you want specific fieldworkers to do the job.

You can contact matched fieldworkers by hovering over their names to view their profiles and contact details, so you can easily call, email, or send an SMS. You can also view their distance and their availability through the calendar.

Viewing inquiry custom field values

There are different types of custom fields. Some fields will require a drop-down box for the user to select an option, whereas others will require a text field for the user to type in the information. When you add a custom field, you need to determine the type of this field. Visit adding custom field values for more information.

If the custom field has already been activated and added to your system, you can use it while creating the inquiry. So you’ll find it in the top right corner of the inquiry view page.

Viewing period required 

Manage inquiries more efficiently by knowing the timeframe when a customer would like to receive a service by adding the “Period Required” field to your inquiry form, e.g., “ASAP”, “Next 2-5 Days,” “Next Week,” etc. To learn more about the period required and how to configure it, click here.

If you don’t want the period-required dropdown field to appear in your form, you can disable it from your inquiry widget settings form. To learn more about the inquiry widget, click here. 

Navigate to the inquiry details page to view the period required. It will be located in the upper right corner of the page.

Viewing property types 

Setting up different property types to select them from the drop-down menu will help your fieldworkers better prepare for a booking and help them find the destination when navigating to a job. Add all the property types your business is able to provide services to. These can be, for example, a unit or apartment, an outdoor area, and an office. To learn more about the feature, click here. 

You can find it on the inquiry details page. It’ll be located in the upper right corner of the page.

Sending emails to customers through their inquiries 

You can easily reach your customers through their inquiries. Go to the “All Inquiries” page and select the inquiry that you wish.

 Move the mouse pointer over the customer’s name. A pop-up window will appear so you can click on one of the contact icons below the customer’s name. To learn more about contacting your customers through their inquiries, click here. 

  • Click on the “Actions” button, then click on “View inquiry.” It will redirect you to the inquiry details page.
  • Click on “Email” at the top right of the customer details page.
  • A drop-down will appear, then click on “Send Email.”

Sending SMS to customers through their inquiries 

 From the upper-right corner of a website, click on “SMS.” A drop-down menu will appear so you can select to send “SMS” to the customer. 

Click on “SMS” in the top-right corner of the page. A drop-down menu will display, from which you can choose “Pause SMS.”

Managing contact attempts 

Contact attempts are mainly about sending a comment to your customer. If you call your customer and they are unable to answer, you can leave a message to remind them to follow up.

Scroll down to the “Contact Attempts” section, then click the “Add contact attempt” button.

A pop-up window will appear, allowing you to enter your comment in the empty field. You can view the comment date and time. You may delete the comment by clicking the delete or trash icon.

Then click on “Save.”

Viewing/editing customer properties 

Customer properties are a number of customized fields that are set up to gather information about the customers’ possessions and/or dependents. They are usually used by businesses that provide services for dependents or items belonging to their customers. For example, if your business provides services for children, pets, or vehicles, you will need to gather information about those properties of the customer. You can use this feature to create profiles for anything your customers make inquiries about. This helps you have a full database of your customers.

You can view or add customer properties from the booking details page. From the customer properties section, you can add a new customer property or click on the property to view or edit information.

Visit the customer properties page to learn more.

Viewing and managing photos from the inquiry details page

Images can be attached to your inquiry as an option to allow your customers or fieldworkers to upload photos through the booking page.

Suppose your services need additional information that requires your customers to upload or attach additional files to their inquiry. In that case, you can enable this option from your settings to make your customers’ requirements more accurate when offering the service.  

Photos can be viewed or added to the inquiry from the details page, so you can attach any photo related to the inquiry. Click on “Add photos” from the photos section on the details page.

A pop-up window will appear where you can upload photos from your computer and then click on Save photos. For more information about how to upload photos, visit the Attach an image to a booking page.

Viewing/adding file attachments 

Sometimes you are required to upload files that highlight the areas of concern to help fieldworkers better understand the job requirements and be better prepared for the job of the day that may not be viewed by the customers. For more information about how to upload a file, visit the Attach a file to an inquiry page.

Click on the “ Actions” button, then “View inquiry” and from the right corner of the page, click on “ Actions” and select “ File Attachments” from the drop-down.

A pop-up window will appear in which you can drop the file you want to upload, by clicking on “Choose file” and then click on the “Save” button.

Viewing inquiry discussion board 

Go to the inquiry view page, then scroll down to the discussion board section to view the comments on the discussion board. You can also click on “ Add Comment.” To learn more about the discussion board, click here.

A pop-up window will appear where you can write a comment, select visibility, and upload files.

When you select Everyone from visibility , then your customers can view the discussion as well. They will be notified via SMS when a comment is posted in the discussion.

Note that: SMS will be sent if you are connected to Twilio. Visit the set up digital phone system to learn more. 

Viewing inquiry email history 

All emails sent to the customer and emails received from the customer related to a specific inquiry are saved in the email history so you can review them later.

Scroll down the inquiry view page and click on the email section to view the email history, including the date, subject, and to whom the email was sent.

You can open a pop-up window for the email details by clicking the subject hyperlink.

Viewing inquiry SMS history

On the inquiry view page, scroll down to the SMS section and click on it to view all the messages sent and received by the customer and admin users.

Go to Reports > History Log > Recent SMS from the sidebar menu to check the history of your SMS. All the SMS you have sent to the customer are available on the recent SMS page with the exact send time.  You can directly read the SMS message or search for the customer’s mobile number from the search bar. 

Viewing the inquiry call log

On the inquiry view page, scroll down to the “Call Log” section and click on it to view all the calls between the customer and admin users.

Viewing the history of the inquiry 

All inquiry history will be displayed in the history section. The information that will be displayed includes your customer’s actions on their inquiry, the updated date and time for the scheduled appointment, editing the customer’s details, changes made by admins, updated locations, and all changes made in the inquiry. 

Scroll down then click on “ Inquiry history.”

Viewing the source of the inquiry

Click on the “Source” section to determine the source of the inquiry. The lead source is only visible to admin users; it is not visible to your customers on your website’s inquiry form. To learn more about the lead source, click here. 

Viewing contacts’ history of the inquiry 

The contact’s history contains a record of your contact attempts. Furthermore, the user and comment are added to the contact section, along with the date.

Scroll down to the “Contacts” section from the inquiry view page.

Editing the inquiry 

You can edit or adjust the inquiry details to ensure that the inquiry is accurate and correct. Click here for more information on editing the inquiry.

  • You can edit your inquiry from the inquiry view page by clicking on the “ Actions” button at the top right corner of the page. 
  • Select “ Edit” from the drop-down menu.

You will be redirected to the edit inquiry page, where you can find previously existing data so you can add the new data you want.

Deleting the inquiry

You may want to delete an inquiry for a number of reasons. For example, if the inquiry was created by mistake or accidentally duplicated. Click here for more information on editing the inquiry.

  • You can delete your inquiry from the inquiry view page by clicking on the “ Actions” button at the top right corner of the page. 
  • Select “ Delete” from the drop-down menu.
  • Then the system will display a popup window requesting confirmation of the action, then press “Delete.” 

Converting an inquiry to a booking  

From the inquiry view page, on the top right side of the page, from the actions button, select “Convert To Booking.”

This inquiry will be converted to a new booking, and all of the data will be included in the booking, allowing you to proceed to fill in the remaining fields. Click here for more information about converting an inquiry to a booking. 

Converting an inquiry to a quote

From the inquiry view page, on the top right side of the page, click on the actions button, and select “Convert To Quote”.

This inquiry will be converted to a new quote, and all of the data will be included in the quote, allowing you to proceed to fill in the remaining fields. Click here for more information about converting an inquiry to a quote. 

Assigning a representative to the inquiry 

You can assign a specific representative from your list of admin users to your leads. You can change the assigned user at any time. Click here to learn more about adding or changing users to your company. 

From the inquiry view page, on the top right side of the page, click on the actions button, and select “Assign Representative”.

  • A pop-up will appear, and you can search for the name of the admin user you want to assign to your leads using the search field.
  • Then select the name you want.
  • Click on “ Assign inquiry”

You can assign more than one user to the inquiry by clicking on the name you want and adding them one by one using the search bar or from the drop-down menu, then clicking on the “Assign Inquiry” button. You can click on “x” to delete the name.

Viewing service added to the inquiry 

You can easily add services to categories from the settings to keep everything organized and simple for you and your customers. Visit the Create a new service page. You can also include multiple services in your inquiry. To learn more, go to the Creating a New Inquiry page.

When you go to the inquiry details page, scroll down to find the form, then scroll down to the services section to see the service added to the inquiry.

For more information, please visit the Octopuspro user guide and subscribe to our youtube channel.

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