Enquiry Forms
Notifications and the customer acknowledgement
Who is told when an enquiry arrives, what the customer receives, and when to send them nothing.
Last updated September 2, 2026
An enquiry generates two emails: one telling your team about it, and one telling the customer you got it. Both are configured on the form.
Telling your team
Enquiries route to the tribe they belong to and notify accordingly. Where no tribe is set, they go to the notification address on the form — so set that to a monitored mailbox rather than one person.
The tribe notification message can be written per form, so a careers enquiry does not read like a sales lead.
The customer acknowledgement
The return email message is what the customer gets. Say what will happen and roughly when — "somebody from your local branch will call you within one working day" prevents most of the chasing.
Skipping the customer notification
Some forms should not acknowledge anything — an internal form, a silent tracking form, a competition entry handled elsewhere. Skip customer notify turns it off for that form.