Where do website enquiries go?

When a visitor uses your website's vehicle finder and asks about a car, that enquiry lands under Communication → Enquiries — one thread per lead, with everything the visitor already told you attached.

A lead that arrives through a dealer's embedded widget is different: it appears in both your inbox and that dealer's enquiries inbox, where their website plan includes enquiries. The quote uses your price book, and the lead carries the dealer's business name so you can see whose widget produced it.

What an enquiry carries

The thread shows a summary of the vehicle and stage the visitor picked. Press Details, beside Status and Archive in the conversation header, to see their contact details, the complete vehicle specification and form answers together. The button stays visible while you scroll through messages, on desktop and phones.

An enquiry can also arrive for a car you hold no tuning data for. The finder showed that visitor an indicative Stage 1 rather than a dead end, so the gains on the enquiry are estimated — calculated from the car's factory figures, not measured — and the enquiry says so. Quote those numbers as an indication, never confirm them as measured.

Answering

Replies go out as email from your workspace identity, and the visitor's answers come back into the same thread — it is a two-way conversation, not a contact-form dead drop. If the AI agent is enabled, it answers enquiries within its remit and hands the rest to you; in suggest mode it drafts and you approve (suggest-mode).

The email is written in the visitor's own language — the one they were reading your site in — not your site's default. Your words are sent exactly as you typed them; what follows the visitor's language is everything around them: the greeting, the label on their quoted question, and the line inviting them to reply.

From enquiry to money

A priced enquiry can be sent as a quote straight from the thread — a branded quote email the lead can act on. Depending on your website's conversion goal, the finder itself steers visitors either to request quotes or to create a dealer account with you (vehicle-search-and-quotes).

Keeping the inbox sane

The Status control sets the lead to New, Open, Won, Lost or Closed. The badge in the left-hand list always shows that same status. Replied, Needs reply, No reply needed and agent-attention indicators are shown separately. Moving a replied-to lead back to New keeps its conversation history and displays New alongside the reply indicator.

The badge on Enquiries in the navigation counts the enquiries you have not opened yet, so it clears as you read them rather than as you answer them. The count of threads still owed an answer sits on the page itself, beside the Needs reply filter.

A lead that signs off with "perfect, thanks" had the last word, so it waits under Needs reply with nothing to answer. Open it and press No reply needed in the header, beside the status dropdown: the thread keeps whatever status it had, its row shows a muted No reply needed, and the Needs reply count drops by one. A later message from the same lead brings it back on its own, and Needs a reply after all reverses it by hand. Reach for it instead of marking a live lead Closed to clear the queue — a status says where the deal ended up, this says only that nothing is owed right now.

Archive what is finished — archived threads keep their history and come back to the surface if the lead writes again.