Handle an inquiry for a customer or prospect

Record an inquiry for an existing customer

Use this path when an existing customer asks about additional Maintenance work. Selecting that customer keeps the inquiry linked to their customer record.

The Won confirmation reuses the customer already on the lead. Marking a lead Won records its outcome; it does not send or accept a Studio quote.

1. 1Open Pipeline and choose Add an inquiry.
2. 2Under Who is it, choose Somebody you already work for, then choose the customer.Keep the customer's identity, How they found you, and What they want separate. For this example, choose Existing customer as the source and Maintenance for the work type.
3. 3Save the inquiry, choose Won on its row, review the confirmation, then confirm.The lead becomes Won and remains linked to the customer you selected.
4. 4Check that the lead is Won and the customer is listed in Customers.

Close a new prospect inquiry as lost

For someone new, choose Somebody new. If the inquiry does not proceed, record why it was lost and choose a category.

1. 1Open Pipeline and choose Add an inquiry.
2. 2Choose Somebody new, enter the prospect's name, and choose How they found you and What they want.For a maintenance inquiry, choose Maintenance for What they want.
3. 3Save the inquiry.
4. 4On its row, choose Lost, enter a reason, choose a loss category, then confirm.
5. 5Choose the Lost filter to review the saved inquiry and its reason.

Start a draft quote from an open lead

You can prepare a quote from an open lead without marking it Won. The saved lead remains at Quoted and the linked Draft is unsent; it may still need a property and line items.

1. 1In Pipeline, open an open lead and choose Quote this lead.
2. 2If asked for a phone number, enter the customer's number, then choose Quote this lead.The saved lead remains open at Quoted and the draft stays unsent. Review the saved draft after reloading.

Prepare a project inquiry for a quote

For a project inquiry, one route is to mark a new prospect Won before preparing the customer, property, consultation and quote. A consultation is separate from a service visit.

Marking an existing-customer lead Won reuses that customer; it does not mean a Studio quote was accepted. Quote decisions and lead outcomes are separate.

1. 1Add a phone inquiry for project work in Pipeline and save it.
2. 2Open the lead, choose Won, review the confirmation, and confirm the customer link.
3. 3Create and save a property for the customer, then schedule a consultation and save its brief.
4. 4Prepare a quote for the customer and property and save it as Draft. After reloading, reopen it from Quotes or the Quotes tab on the customer record.A Draft is not sent or accepted by saving it.