Enquiry Basics
What enquiries are
Where the leads from your website and forms arrive, and what happens to one when it lands.
Last updated September 2, 2026
An enquiry is somebody putting their hand up — a form on your website, a landing page, a campaign response. It is the moment a stranger becomes a lead, and it is where most new business starts.
What happens when one arrives
- The person is matched to an existing contact, or created as a new one.
- The enquiry is attached to them, with everything they filled in.
- It is routed to a tribe, and given a status.
- Notification emails go out to whoever should know.
- The customer gets an acknowledgement, unless you have chosen not to send one.
What an enquiry carries
| Detail | Why it matters |
|---|---|
| The form and its fields | Exactly what they said, in their own words. |
| Calculated source | Where they came from, worked out from how they arrived. |
| Tribe | Which location it belongs to. |
| Status and assignee | Whether anybody is on it. |
| Time to enquiry | How long from first arriving on your site to getting in touch. |
Where enquiries appear
On the enquiries screens, on the contact who sent them, and in the CRM so a rep can work them alongside everything else. It is one record seen from several places, not a copy.
SPEED IS THE WHOLE GAME
Enquiries go cold in hours. Whatever else you configure, make sure somebody is told the moment one arrives and knows it is theirs.