Review website inquiries and chat handoffs

A form submission and a returning customer asking the same question twice look identical until someone checks. Open Customers & sales → Website inquiries for website and form inquiries, or Chat inquiries for handoffs from the public assistant, and work each one with that check in mind.

Work an inquiry

1. Find the submission by name or email and read what the person requested.
2. Check the source and qualification details. Keep supplied facts separate from an assistant's interpretation.
3. Search Contacts for an existing match before creating a person or opportunity. A shared name alone is insufficient to identify someone.
4. Use the supported qualification or status controls to record your decision. Assign the response or follow-up in the linked business record.
5. Reload and confirm the saved result before moving to the next inquiry.

A useful next action names the person responsible, the action and the date: “Maya will call about the estimate on Tuesday.” “Follow up” alone does not tell the next operator what to do.

Add an inquiry and finish its setup

When someone calls or emails directly, open Website inquiries, choose New Lead, and enter their contact name and email. Add the available business details, then save. A completed save closes the form and confirms that the inquiry is linked to Pipeline, where the team can continue the relationship.

If the form says Lead saved; setup needs attention, the inquiry is already recorded, but its linked business records still need repair. Keep the form open and choose Retry setup. The original details stay locked so the retry finishes that same inquiry. Save needs attention means the outcome could not be confirmed; choose Retry save with the retained details.

Change a status and recover an incomplete update

Change a status in one row, or select several inquiries, choose a status, and select Apply. Both controls update the linked opportunity through the same rules. Contacted records a follow-up task due in three days, while Won prepares the linked client engagement. Retrying the same change reuses its existing task or engagement, so recovery preserves work already completed.

When part of a batch needs attention, the result states how many updates completed and keeps the incomplete rows selected. Read the persistent warning for each named inquiry, then choose Retry incomplete updates to finish those changes. Successful rows remain saved. If an update is still pending when you reload, its warning returns when the affected inquiry is on the loaded page.

Handling an ambiguous match

Keep the inquiry available for review and compare email, company, and conversation history rather than attaching a submission to whichever record happens to appear first. Importing contacts is the separate workflow for a file import specifically.

Export a list

Where export is offered, treat the CSV as a dated copy. Later changes in the app will not update the file. Apply your team's access and retention rules when sharing it.

Work on several contacts

Select leads to tag their linked contacts, suppress campaign email, or stage them into a draft campaign. Each operation handles up to 200 distinct contacts. The confirmation shows the contact count; leads without a linked contact are identified before the operation. The result lists each contact and whether the change applied, was skipped, or failed.

Tags use up to 25 short lowercase labels per contact. Concurrent changes preserve unrelated tags. Enrollment checks the current draft status, canonical email identity and suppression before saving queued members; it does not activate a campaign or send email. Repeating enrollment skips existing members.

Suppression uses the same service as unsubscribe and delivery feedback. It never restores an unsubscribed contact. If part of suppression fails, the result says so; retry repairs outstanding campaign stops and receipts. Successful contacts in a batch remain changed. AI tools propose these operations through the shared approval queue.

Example: prepare estimate follow-ups

Maya at the fictional Northline business wants to group three estimate inquiries before preparing a campaign.

1. In Website inquiries, select the three inquiries and check whether any selected lead has no linked contact. Contact actions skip those unlinked leads.
2. Choose Add tags, enter estimate-follow-up, and select Tag. Read the result for each contact.
3. Select the intended leads again, choose Enroll…, and select an existing draft campaign. Confirm the contact count and enrollment.
4. Open Campaigns and inspect the draft's audience before any activation. Enrollment alone sends no email.

If two selected leads refer to the same contact, the contact is changed once. A contact already enrolled is skipped. If one contact fails, the successful changes remain saved: inspect the failure, correct its cause, and retry the intended operation.

To remove a tag deliberately, select the contacts, choose Remove tags, enter the label, and select Untag. This is a new change to the current tags, not a one-click restoration of the entire batch. Suppress asks you to confirm that the selected contacts should stop receiving campaign email; do not use it as a temporary list filter.