Not every call ends with a booked appointment or a complete answer. When the assistant can't resolve something on the spot, it records the important details as an enquiry. Even a request the assistant didn't finish therefore becomes a clear item to deal with, instead of disappearing into a call transcript.
What an enquiry contains
Every enquiry has a short title and a description of the request, the customer's phone number (always) and their name and e-mail if the assistant found them out. Where possible it is linked to the original call, so you can open the full conversation for context. In the detail you can write your own notes.
Statuses
Enquiries go through three statuses and, as with calls, you move them yourself:
- New: it has just arrived, you haven't reviewed it yet.
- In Progress: you are working on it.
- Resolved: done.
How to find an enquiry
At the top you filter by status (All, New, In Progress, Resolved), and the search field finds an enquiry by customer name, phone or title.
When the assistant creates an enquiry
You set this on the Assistant page, in the Enquiries capability. Under When should the assistant create an enquiry you choose in which situations an enquiry should be created:
- It can't resolve the request itself: the assistant can't fully help the customer, for example it doesn't know a price or the request is unusual.
- The customer wants a booking
- The customer wants a quote
- The customer wants to speak with a human: the assistant records an enquiry so you can get back to the customer yourself.
- Custom condition: a situation you describe in your own words.
The same situations apply after the call ends. If the assistant didn't record an enquiry during the call but the call matches one of the situations you chose, Leadoro adds the enquiry from the call transcript. It contains the name and e-mail only if the customer said them during the call.
You can also turn on that the assistant always asks for an e-mail address in addition to the phone number, which it always asks for. And in the Details field you can write what else the assistant should find out from the customer, for example the address, the type of problem or a preferred date. The assistant asks about it and writes the answer into the enquiry description.
Why this matters
For a busy business, reliable contact details and a clear description of what the customer needs save a round of back-and-forth before a callback or preparing a quote. The goal is always the minimum of useful information, not an interrogation of the caller.