Responding to enquiries.
The single most important workflow on the platform. Specialists open an enquiry, write or edit a draft, and send a reply that goes out from your domain.
The flow
- 1Open an enquiry from the dashboard. Specialists see only the ones routed to their departments; fallback owners see anything unassigned.
- 2Read the description and any attached photos. The right-hand panel shows the lead score and any AI valuation if your house has the add-on enabled.
- 3Click Draft response. The platform generates a tailored reply based on the enquiry contents, your house style, and any consignment guidance you've set in settings.
- 4Edit the draft. The whole point is to be quick, not robotic. Add a personal sentence, correct anything the draft got wrong, then hit Send.
- 5The reply is sent from your domain. The enquiry moves into the Contacted stage automatically and the response time is logged.
Pipeline stages
Every enquiry moves through the same seven stages. Open the dashboard pipeline view to see time-in-stage and conversion rates across departments.
- New. Just arrived, not yet opened.
- In Progress. A specialist is working on it but hasn't replied.
- Contacted. A reply has been sent. Awaiting consignor response.
- Valued. Estimate provided, consignor considering.
- Consigned. The lot is booked into a sale. Terminal, win.
- Declined. Not for this house. Terminal, lost.
- No response. Consignor went cold after first contact. Terminal, lost.
Useful actions
Reassign
From the enquiry detail page, change Assigned to. The new owner is notified immediately. Useful when a department crosses over with another, or when a colleague is on leave.
Internal notes
Use Notes for anything that should stay inside your team: condition concerns from a photo, history with this consignor, or a reminder to chase a colleague. Notes never appear in outbound emails.
AI valuation (optional add-on)
If your house has the valuations add-on enabled, the platform will generate an estimated value range with comparable lots and a confidence score. It's background guidance, not a quote; always sense-check before quoting a consignor.
What gets tracked
Every action on an enquiry is recorded in the audit log: who opened it, who replied, when the status changed. This shows up in the analytics dashboard so you can see response time per department, conversion rates, and where things are slipping.
Deleting an enquiry
Owners and admins can delete an enquiry from the detail page or in bulk from the dashboard. Deletion removes the enquiry, its images, its audit trail and any follow-ups in a single action. Use this when a consignor exercises a right-to-erasure request under GDPR, or when test submissions need clearing from a live account.