Before setting up your Enquiries occurrence, you will want to consider a number of items related to how you will use the occurrence.

Email Templates

There are two different templates needed for sending out emails from the Enquiries app. The first is for replying to students, and the second is for forwarding an enquiry to an expert. Both these templates could be the same, or you may want to include different items on each template. Essentially you can think of them as templates for external or internal use.

For example, you might want to add a link on the Student's reply template for your open days, but on the Expert's template you could add a graphical header showing the email is from the Enquiries Team.

For more information on using the Content Editor, click here, or making templates, click here. For guidance and best-practice, click here.

Notifications & Categories
Here you can choose how often you'd like to receive notifications of new Enquiries sent into the system, sent to an an email inbox. You may want to consider who will receive these emails and if they'll be of use.

Categories are broad subject areas that you can use to organise you enquiries. You can have as many as you like and their content is up to you. Categories can be assigned to up to 5 email addresses to receive notifications. You can also uses these on your forms, either as hidden fields or Student-selected, to ensure the student's enquiry is directed to the right person. As such you'll need to consider:

  • How many people are in your Enquiries team, or do you have different teams dedicated to different aspects of student life?

  • Are these people going to be looking at the CRM all the time, or would they benefit from email notifications?

  • What your existing categories might be like.

For example, you may have just two receptionists as your team, who would forward enquiries on to other departments, such as accommodation. In this case you may want to send notifications directly to the accommodation department for them to follow up. In this case you may also be happy with a few categories such as General, Finance, and Accommodation.
However, you might have a large team who answer all enquiries and are always watching for new enquiries coming in. In this case, you won't need to set up notification emails, but you may want a large number of categories including things to do with student services, in-life activities and more practical things such as Finance.

Ignored Emails (on Inbound Email tab)
You may need to consider any current email exclusion addresses and rules you have in place, and if still relevant have these imported into the CRM. For more information, see this article.

Reasons
These are all the reasons why a enquiry has been closed or deleted, such as "Officer closed" or "Spam/ Test". Again, you can have as many as you'd like, and the content is completely up to you.

Feedback
Here you can select whether you'd like tyo collect feedback on how an enquiry was answered. For more information about how feedback works, see this article. You'll need to consider if this is something you'd like to collect, but the options can be enabled and disabled at any time.

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