Forms and enquiries
Read and answer enquiries
The inbox, the stage board, tags and notes, and replying without leaving the site.
- 4 minute read
- 4 interactive walkthroughs
- For everyone answering website enquiries
The inbox#
Messages gathers everything the contact forms send; newsletter sign-ups go to Subscribers instead, so the inbox stays for enquiries. The chips at the top separate the Inbox from Archived and Spam, with counts, and the filters narrow by stage, tag or which form was used. List and Board are two views of the same messages.
An unread message shows a dot and a bold name until it is opened. The unread count also shows on Messages in the website's menu, on the website's card in the websites list, and beside Websites in the workspace menu, so nothing waits unseen.
Board shows each stage as a column: New, Contacted, In progress, Won, Lost. Dragging a message between columns changes its stage, which is a quick way to see where the week's enquiries stand.
Step 1 of 4
Inbox, Archived, Spam
Three states, with counts. Working down the Inbox is the whole job some mornings.
Reduced motion is on, so the walkthrough waits for you. Use the arrows or pick a step.
- 1Open Messages on the website.
- 2Work down the Inbox, opening each message.
- 3Move finished conversations to Archived; mark anything hostile as Spam.
Right-click for quick actions#
Right-click a message, in the list or on the board, or use its menu, for the everyday jobs without opening it: Open, Mark as read or Mark as unread, Move to a stage, Reply by email, Copy email address and Delete.
Delete removes a message for good, with its notes, after you confirm. To keep it but have it out of the way, archive it instead from the open message; archived messages wait under the Archived chip.
Step 1 of 2
Right-click a message
In the list or on the board, or use the menu at the end of the row.
Reduced motion is on, so the walkthrough waits for you. Use the arrows or pick a step.
Before you continue: A deleted message cannot be brought back, and neither can its notes. Export the messages first if a record might be needed.
Replying#
Reply by email opens your own email app with the customer's address and a subject already filled in, so you answer from your usual mailbox. Add a note to the message afterwards, such as "Replied with a quote", so the team can see where it stands.
Draft a reply asks AI for a first version based on the message. Read it and adjust the wording to your voice; Reply by email then carries the draft into your email app, where you send it yourself. Nothing is sent without you pressing send.
The boiler is making a noise again. Could someone come out this week?
Called back, sending a quote on Thursday.
Add a note, e.g. Called back...Step 1 of 3
Reply by email
Opens your email app with the address and subject filled in, so you answer from your usual mailbox.
Reduced motion is on, so the walkthrough waits for you. Use the arrows or pick a step.
Before you continue: Check any drafted reply for promises the business has not agreed: dates, prices and guarantees are exactly where a machine-written message drifts.
Common questions
Do replies come back into the Messages tab?
No. Replies go from your own email app, so the conversation carries on in your mailbox. Notes on the message keep the team up to date.
Can I delete a message completely?
Yes. Delete in the message's menu removes it and its notes for good after you confirm. Archive it instead if you only want it out of the way.
Who can see the messages?
Members of the workspace with access to this website. They are not visible anywhere public.
Related guides
Something here out of date, or a step that did not match what you see? Tell us and we will correct the guide. Never send a password or an API token.