Not every call ends with a booked appointment or a fully answered question. When your assistant can't completely resolve something on the spot, it captures the important details as an enquiry instead - so a request the assistant couldn't finish still turns into a clear, actionable item for you, rather than disappearing into a transcript.
What's in an enquiry
Each enquiry shows a short title and description of the request, the customer's phone number (always collected), and their name and email address when those were gathered. Where relevant, it's also linked back to the original conversation, so you can open the full call for context.
Statuses
Enquiries move through three stages, and - like conversation status - you're always the one who moves them:
- New - just came in, not reviewed yet.
- In Progress - you're working on it.
- Resolved - done.
Finding an enquiry
Filter by status with the tabs at the top, or search by customer name, phone number, or title.
When your assistant creates one
This is configured on the Assistant page, under the Enquiries capability - you choose which situations should turn into an enquiry: when the assistant can't fully help, when the customer wants to book something needing your review, requests a quote, needs support, or matches a custom condition you describe yourself. You can also require the assistant to always collect an email address before logging an enquiry, on top of the phone number it always asks for.
Why this matters
For a busy service business, having reliable contact details and a clear description of what a customer needs - before you call them back or prepare a quote - saves an entire round of back-and-forth. The goal is always the minimum useful information, not interrogating the caller.