Enquiries

How an enquiry arrives

When someone fills in the contact form on your website, Mainmark saves it as an enquiry and emails you. Every enquiry is listed under Enquiries in your dashboard.

Enquiries also come from other places. The Source column on the list says which:

• Website: the contact form on your website.
• Booking: someone new who booked on your Book page. See bookings.
• Shop order: someone new who ordered from your shop.
• Added by staff: one your team entered with Add enquiry.

If the visitor gave an email address, they get a short reply straight away. It thanks them, says you will be in touch soon, and gives your phone number when your website lists one.

The email you get

The email shows the visitor's name, phone, email, the service they chose and their message. Reply to it and your message goes straight to them.

It goes to the Notification email under Settings › Email and notifications. Leave that blank and it goes to the account owner's email.

The owner can turn off New enquiries in Account. Enquiries still arrive in your dashboard.

Each enquiry page also says whether the email reached you, under Where it came from.

The enquiry page

Open an enquiry to see everything about it in one place:

• Message: what they wrote, when it arrived, and which page they sent it from.
• Contact: their phone and email. Press either one to call or write.
• Where it came from: how they found your website, such as Came from Google, Came from an ad or Came from an email. It also lists the pages they opened before enquiring, and the campaign when they used a tagged link.
• History: everything that has happened, newest first. That includes when it arrived, when you were emailed, each change of status, each note and any appointment.

To keep a note, type it in the box at the top of History and press Add note.

To fix a name, phone or message, open More and choose Edit details.

Keep track with a status

Each enquiry has a status: New, Contacted, Qualified, Won and Lost. A new enquiry starts as New.

1. After you reply, press Mark as contacted.
2. To choose any other status, open Status and pick one.
3. Once it is under way, press Book appointment to book them in, if your business takes bookings.

On the Enquiries list you can search by name, phone, email or message, and filter by status.

When an enquiry is finished with, open More and choose Archive. Its history is kept, and Restore brings it back. To see archived enquiries, set Records to Archived.

Record the amount paid

When a customer pays you outside Mainmark, record it on the enquiry so it counts as revenue in Analytics.

1. Mark the enquiry Won.
2. In the Amount paid box, type the amount, like 120.00.
3. Press Save.

Only an admin can record an amount. The money is credited to where the enquiry came from. If the enquiry later moves away from Won, the amount is cleared.

Spam

Mainmark checks every enquiry for signs of spam. One that looks like spam is kept, but nobody is emailed and no reply is sent. The enquiry page says why, for example A shortened link or A sales pitch.

To see these, set Records to Spam on the Enquiries list. If one is real, open it and press Not spam. It moves back to your enquiries, but the email is not sent after the fact.

To move spam that got through out of the way, open it, open More and choose Mark as spam.

When someone new books and their note looks like spam, the appointment still books. Only their enquiry waits in Spam.