Enquiries

Enquiries Overview

Enquiries in Tiquo represent expressions of interest that have not yet become a booking or an order. They are used when a customer is asking a question, requesting availability, or exploring options before committing.

Enquiries allow teams to capture intent early, manage follow-ups, and convert interest into confirmed bookings or orders in a structured way.

Navigating to Enquiries

The Enquiries page is found in the main sidebar under Orders → Enquiries, alongside Bookings.

Customer associated enquiries are also visible on each customer's profile. From a customer profile, open the Orders tab and select the Enquiries sub-tab to see every enquiry linked to that customer.

The Enquiries page

The Enquiries page is organised into three zones:

1. Metric cards

A row of five cards summarises the pipeline for a selected date range:

• Total Open Enquiries
• New Enquiries
• In Progress
• Responded
• Urgent Priority

2. Status tabs

Below the metric cards, a row of tabs filters the list by status: All, New, In Progress, Waiting on Customer, Waiting on Internal, Won, Lost, Archived.

3. Controls row

To the right of the status tabs:

• All Locations: filter by location or sublocation
• Search & Filter: search with advanced filters (priority, assigned to, date range, and more)
• Column customiser: show, hide, and reorder table columns
• View toggle: switch between List and Kanban views
• Sort: change the sort field and direction

List and Kanban views

The Enquiries page can be viewed in two modes, selectable from the view toggle in the controls row.

List view

Enquiries are presented in a table with the default columns Customer, Subject, Status, Priority, Date, Assigned to.

The Customer column can show multiple entities (individuals and companies) when an enquiry involves more than one party. The "Assigned to" column supports multiple assignees.

Kanban view

Enquiries are presented as cards arranged in columns, one column per status. Staff can drag cards between columns to change an enquiry's status.

Creating Enquiries

Enquiries can be created in two ways:

Through enquiry forms

Customers can submit enquiries via enquiry forms on your website, customer portal, or branded flows. These enquiries are automatically captured in Tiquo and linked to the relevant location or sublocation.

Manually by staff

Staff can also create enquiries directly in the platform when handling phone calls, emails, or in-person requests. This ensures all potential business is tracked in one place, regardless of how it originated.

The Create New Enquiry page

Manual enquiries are created from the + New Enquiry button in the top-right of the Enquiries page, which opens the full-page Create New Enquiry form.

The form is split into two sections:

Associate

Link the enquiry to existing records. This section is optional, an enquiry can be created without a customer or company attached, and associated later.

• Customers: add one or more existing customers (or create a new one inline)
• Companies: add one or more associated companies

Enquiry Details

The substantive fields of the enquiry. Required fields are marked with an asterisk.

• Type: * the kind of request
• Category: * the business area the enquiry relates to
• Priority: defaults to Medium
• Source: how the enquiry reached the business (e.g., Walk-in)
• Subject: * a short label shown in the enquiry list
• Message: * the full description of the request

Enquiry Statuses

Each enquiry has a status that reflects its current stage.

Customizable statuses and defaults

Statuses are fully customizable. Two are fixed and cannot be removed: New (the starting point for every enquiry) and Archived (the permanent closed state). All others can be added, renamed, reordered, or deleted from Settings → Enquiries, where dragging rows also sets the column order on the Kanban board.

The default statuses out of the box are:

• New: the enquiry has just been received and hasn't been actioned
• In Progress: a team member is working the enquiry
• Waiting on Customer: the business is waiting for a reply from the customer
• Waiting on Internal: the enquiry is blocked on another team member or approval
• Won: the enquiry has been successfully converted
• Lost: the enquiry did not convert
• Archived: the enquiry has been closed and moved out of the active pipeline

Statuses help teams prioritise follow-ups and clearly see which enquiries still require action.

Changing an enquiry's status

An enquiry's status can be changed in two places:

• From the status pill on an enquiry row: click the pill and choose a new status.
• From Kanban view: drag the enquiry card into a different status column.

Enquiry Details

Each enquiry includes a detailed view containing:

• Customer and companies information
• Enquiry information (type, subject, message, dates, assignee)
• Related location or sublocation
• Documents
• Notes
• Activity (status changes, assignments, and history)

This gives staff all the information they need to respond without switching tools or losing context.

Accessing enquiry details

The details are available at two levels. Clicking an enquiry row on the Enquiries page opens a preview modal for a quick read-only glance.

From that modal, clicking View Enquiry opens the full detail page, where all edits and actions take place.

The full enquiry detail view

Opening View Enquiry loads the full enquiry page. This is where staff edit fields, convert the enquiry, manage documents, and perform other actions.

Content is split into five tabs:

• Details: Type, Category, Message, Date Received, Won At, and Assigned To.
• Orders: orders linked to the enquiry.
• Documents: files, forms, and documents attached (see below).
• Notes: internal notes and tasks linked to enquiry.
• Activity: the full change log of every event on the enquiry.

A right-hand sidebar is always visible and shows Customers (primary marked by a star, each card removable), Companies (primary marked), and a Summary with financial roll-up (Total Orders Value, Total Paid, Outstanding, Order Count).

Documents and forms

The Documents tab on an enquiry is where staff manage everything "paper" related to the request.

Three actions are available at the top of the tab:

• Upload file: drag and drop or select files to attach. Supported formats: PDF, DOC, DOCX, JPG, PNG.
• Create document: generate a new document (such as a proposal or contract) directly in Tiquo.
• Create form: build and send a form to the customer to collect structured information (dietary requirements, guest counts, ID verification).

This keeps the full paper trail of an enquiry in one place, from initial upload through signed contract.

Create Document and Create Form open a full-page editor with templates and built-in e-signature. For more information on the document and form editor, see Customer Documents.

Assigning Staff to Enquiries

Enquiries can be assigned to specific team members.

Assigning an enquiry:

• Makes ownership clear
• Prevents duplicate responses
• Ensures accountability and timely follow-up

Assigned staff can update statuses, add notes, and manage the enquiry through to resolution.

How to assign staff

Assignment is done from within the enquiry detail view after the enquiry has been created.

Open the enquiry by clicking its row, and then pressing View Enquiry. Press the Assign button at the bottom right of the enquiry details. The picker lists all staff members in your organization with their role shown below each name. Select one or more people and click Apply to confirm. To remove all assignees, click Clear.

Converting Enquiries

Enquiries can be converted into bookings or orders once details are confirmed.

When converting an enquiry:

• Relevant customer information is retained
• Context and notes are preserved
• The enquiry lifecycle is recorded for reporting

This ensures a smooth transition from interest to confirmed business, without re-entering data or losing history.