An enquiry does not just arrive in a list. It also changes the contact behind it, and a form decides how.
| Setting | What it does |
|---|---|
| Categories | People who use this form are added to the categories you pick. |
| Contact lifecycle stage | Where an enquirer lands on the customer journey. |
| Integration field mapping | Sends enquiry fields on to another platform, mapped to its own fields. |
Categories are how you segment later
Somebody who used the quote form and somebody who asked a general question are worth telling apart in six months. Setting a category on the form is the cheapest way to make that possible — nobody will do it by hand afterwards.
Lifecycle stage
An enquirer should move to whatever stage you use for engaged prospects. Because stages only ever move forward, an existing customer who sends an enquiry is not demoted — so this is safe to set.
Sending enquiries onward
Where an integration is configured, enquiry fields can be mapped to the other platform's fields using the available placeholders. Map only what the other system needs — a mapping that silently drops the message body is the usual complaint.