Where do enquiries from my website go?

Every lead from your own website — a contact form, a newsletter sign-up, a quote request from the vehicle finder — lands under Communication → Enquiries in your portal. Each lead is a conversation you answer from the portal, not an email you hope somebody reads.

The Enquiries inbox comes with the Found website plan and every plan above it. On the free plan the page still opens and explains what it does instead of listing leads; see dealer-plans. You can answer enquiries in the web portal and the mobile app.

Which leads land here?

Leads from the websites your business owns arrive the moment a visitor submits, and the counter in the navigation tells you how many you have not opened yet — it clears as you read them, so it is a "new post" marker rather than a to-do count. The count of leads still owed an answer sits on the page itself, beside the Needs reply filter.

Enquiries from the website widget you put on a third-party page also appear here. Your supplier can see those widget leads too, because the widget quotes their tuning from their price book. See website-widget.

What does an enquiry carry?

An enquiry carries everything the visitor already told you, so you are not starting from "my golf makes a noise". Alongside the name, the message and a way to reach the visitor — an email address, a phone number, or both — you get:

• The vehicle, where the lead came through the finder — the exact car, down to the engine, with its factory power and torque and the full specification in Details.
• The tune they were looking at, the add-ons they picked, and the gains the finder showed them. That last one matters: a customer who saw a number arrives anchored to it.
• Your own questions — anything you added to your site's quote form, with the answer the visitor gave.

Open Details beside Status and Archive in the conversation header to see the complete request. It stays visible while you scroll through messages.

Leads are typed too: Contact, Quote or Newsletter, filterable from the Type dropdown above the list.

How do I reply?

Open the lead and write in the composer at the bottom of the thread. Send reply sends it as an email to the address on the enquiry, from your website's own identity, and the customer's answer comes back into the same conversation — it is a two-way thread, not a one-way contact form. The email is written in the language the visitor was reading your site in, so a German visitor is greeted and signed off in German; your own words go out exactly as you typed them. A lead that left no email address says so instead of offering a composer: a phone-only lead received no automatic acknowledgement email either, so pick up the phone — your call is the first reply that customer gets.

If your plan includes the AI assistant and it is switched on for website enquiries, a coloured bar at the top of the thread tells you what it is doing: The agent is replying to this customer (with Pause agent to take over), or The agent stopped and needs you. Once you take over, Hand back to agent returns the conversation to it.

Can I send a price from here?

Yes — Send a priced quote on a quote enquiry opens a small composer: a Price (incl. VAT) (value added tax), how many days it stays Valid, and an optional note. The customer receives a proper branded quote email for that amount with an Accept & book button, rather than a price buried in a paragraph.

How do I keep the inbox under control?

Set each lead's Status as it moves: New, Open, Won, Lost or Closed. Above the list, All and Needs reply switch between everything and the leads still owed an answer, and the search box matches a name, email address or message text.

The status badge in the left-hand list matches the status you selected. Replied and Needs reply are separate indicators of the conversation: a lead moved back to New can still show Replied beside it. Agent suggestions and handoffs also leave the selected status visible.

A lead counts as needing a reply while the customer had the last word — which includes the ones that plainly do not, because "perfect, thanks" is an inbound message like any other. Rather than marking such a lead Closed just to get it off the list, open it and press No reply needed in the header, beside the Status dropdown. The confirmation reads Marked as needing no reply., the lead keeps whatever status it had, and its row shows a muted No reply needed in place of the amber Needs reply. If the customer writes again the lead returns to Needs reply on its own; Needs a reply after all on the same button reverses it by hand. The button is offered only where there is a conversation to mark, so a phone-only lead with no email thread does not get one.

Archive takes a finished lead off the list without deleting anything — the Archived toggle shows the archived ones, and Restore brings one back.

If a lead never arrived

If a customer says they sent a message you cannot find, check the Archived view and the search box first, then confirm the form on your website is the one your published site actually shows. If it is still missing, open a support ticket with the date, the page they submitted from, and the email address they used. See getting-help.