Check Enquiries

When user send a inquiry through Plan a Trip or Contact, it will appear in Enquires

There are two types of messages:

Tab	Use it for
Trip Enquiries	Tour-specific enquiries and custom trip requests.
General Messages	Contact form messages that are not tied to a specific tour request.

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Daily workflow

1. Open Enquiries from the left navigation.
2. Click Refresh to load the latest enquiries and messages.
3. Review the unread count on each tab.
4. Open each unread item.
5. Contact the customer by email or phone.
6. Add an internal note about the follow-up.
7. Change the status to Replied after the team has responded.
8. Archive old items when they no longer need active follow-up.

Status meaning

Status	Meaning	When to use it
Unread	New item that has not been opened yet.	New customer request.
Read	The team has opened and reviewed it.	Use while deciding the next action.
Replied	The team has responded to the customer.	Use after email, phone, or WhatsApp follow-up.
Archived	No active follow-up needed.	Use for completed, duplicate, or old requests.

Opening an unread item marks it as Read automatically when your account has edit permission.

Add internal notes

Use Internal Staff Notes to record team-only follow-up details.

Good notes include:

• Who replied
• When the customer was contacted
• Which channel was used
• What the customer asked for
• Next action needed

Example:

Replied by email on 30 Jun.
Customer wants private Cambodia itinerary for 2 adults in October.
Waiting for preferred hotel level.

Internal notes are not shown to the customer.

Mark as replied

After responding to the customer:

1. Open the enquiry or message.
2. Confirm the response was sent.
3. Add an internal note.
4. Click Mark as Replied.

Do not mark an item as replied before the customer has actually been contacted.

Archive old items

Archive an item when:

• The request is complete.
• The customer no longer needs follow-up.
• The item is a duplicate.
• The item is no longer relevant.

Archived items stay in the system for reference.