Reply to and close client inquiries

An inquiryInquiry A question or request sent to the firm through the portal, kept open until someone closes it. is a question a client sends your firm from the LobbyLobby The home screen of the portal, showing your cases, announcements, inquiries and the firm's office locations., outside any case. Every Admin and Manager in your hub can answer it.

1. 1

   Open Inquiries

   Go to Home › Inquiries. Open lists the inquiries waiting for an answer, and Closed the rest. To find one, type in Search inquiries..., which looks through messages, categories and phone numbers.

2. 2

   Open the inquiry

   Choose View Inquiry, the eye, in its row. The window shows who sent it and when, their message and any replies.

3. 3

   Reply to the client

   Type your answer in the comment box and choose Post. You can reply only while the inquiry is open.

4. 4

   Close it when done

   Choose Close Inquiry in its row, then Close Inquiry to confirm. The inquiry moves to Closed. To answer it again later, choose Reopen Inquiry in its row on Closed, then Reopen Inquiry to confirm.

What happens next

• When a client sends an inquiry or replies to one, every Admin and Manager in your hub gets an email, "A new inquiry has been created" or "A response has been added to an inquiry". Its link opens the inquiry here.
• Your reply reaches the client by email, or by text if they have only a phone number, and shows in their Lobby.
• Closing or reopening an inquiry tells nobody.