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Inquiries

The Inquiries tab shows all inbound submissions received across your active forms and channels. Review new inquiries, respond to them, and convert them into cases when action is needed.

Submission Sources​

Inquiries can arrive from multiple channels:

SourceDescription
Web FormSubmitted via a published public form URL
EmailCaptured from an inbound email address linked to your organization
PhoneManually logged by an agent from a phone interaction
ChatCaptured from a connected chat channel

Use the source filter to view submissions from a specific channel only.

Inquiry Status Workflow​

Each inquiry moves through a defined status lifecycle:

StatusMeaning
NewJust received; not yet reviewed or actioned
RespondedA team member has replied or followed up
ConvertedTurned into a case; no further action needed here
ClosedResolved or dismissed without creating a case

Working with an Inquiry​

View​

Click any inquiry to open its full detail — the submission content, form preview, submitter information, and timestamps.

Edit​

Inquiries in New status can be edited. Use this to correct data, add notes, or update fields before converting or responding.

Convert to Case​

Available for New and Responded inquiries. Opens a stepper modal:

  1. Select the target case template
  2. Map inquiry fields to case fields (or use an existing Inquiry Mapping)
  3. Review and confirm
  4. The inquiry status updates to Converted and a linked case is created

Respond​

Mark an inquiry as Responded to indicate follow-up has happened without creating a case.

Close​

Mark an inquiry as Closed to dismiss it without conversion. Use for spam, duplicates, or resolved issues.

Delete​

Permanently removes the inquiry with a confirmation prompt.

  • Filter by source — Web Form, Email, Phone, Chat
  • Filter by status — New, Responded, Converted, Closed
  • Search — Find inquiries by submitter name, email, or content keyword
  • Pagination — Browse large inquiry lists across pages
  • Refresh — Pull the latest submissions in real time

Best Practices​

  • Review the New queue daily to ensure fast response times
  • Use Convert to Case for anything that requires ongoing tracking or assignment
  • Close rather than delete so you retain submission history
  • Set up Inquiry Mappings for high-volume, standardized inquiry types to skip manual conversion

See Also​