# Introduction

When our Will Makers use the solicitor search on our website and want to get in touch with you, they make their enquiry on our website which then show up in your Enquiry Inbox.

The Enquiry Inbox is where you find all online enquiries for your firm. You can view and fetch the enquiries as they come in, and see who has made their donation. The status column will tell you which enquiries are New and which you have marked as Responded, Confirmed or Draft Sent. When a client has made their Donation, (provided they use the same name, email and/or post code as they did when making their enquiry) their status will automatically change to Donated.

# Viewing Enquiries

To view an enquiry, simply click on it and it will open to show the contact details the client has provided. To read their message, just click the Message tab.

You can copy the enquiry information into an email or a document, by simply clicking the copy-button in the top right of the enquiry pop-up window, all data is then automatically copied to your clipboard.

# Changing an Enquiry's Status

All enquiries are marked as New when they come in. Changing their status as you go through the client journey with them helps you manage where you are with clients and also triggers the 'nudge' emails where appropriate. You can simply update the status of an enquiry by clicking on an Enquiry and clicking the relevant status at the top of the enquiry pop-up window.

Once you’ve responded to an enquiry, mark it as Responded. When you have arranged an appointment, mark the enquiry to Confirmed and once you have sent the client their draft Wills, mark the enquiry to Draft Sent.

When a client donates online and we can match back their details (or we receive a cheque and relevant detail), the Enquiry status will automatically be set to Donated.

Keeping the statuses updated will help you keep track of clients and where they are in the process of writing their Wills. This will allow you to see at a glance which enquirers need your attention.

The dashboard automatically sends out an email to the client when a status has been changed, the emails are different for each status, and they remind the client to get back to you in good time, provide them with more information about Will Aid and nudges them to make their donation.

Updating the enquiry statuses will help cut down admin time for you, and send a better-informed client your way come November.

# Create Enquiries

This new feature is something we have had lots of feedback about. When Will Aid enquiries come in over the phone or by walk-in, you can create new enquiries for them on the Will Aid dashboard. This makes it easier for you since you will have all things Will Aid neatly in one place.

# Email Notifications

When you have new enquiries, the dashboard sends you email notifications twice a day – first thing in the morning and another one in the early afternoon, letting you know if you have new enquiries in your Enquiry Inbox. If your firm has more than one branch signed up for Will Aid, you will only receive notifications about enquiries made to the branches you’re managing.

If the email notifications are not getting through or are being sent to your spam folder, please contact us on 0300 0300 013 or send us an email at enquiries@willaid.org.uk so we can work with your IT team to make sure you receive your notifications.

# Sorting Enquiries & Search

You can easily sort your enquiries - just click on the column headings to sort the table by the heading you need. You can also use the Search function to quickly find any enquiry by entering the client's Name, Email, Date or Branch postcode.

***Tip: Sort your enquiries by Branch Postcode to manage multiple branches more efficiently.