Triage inbound inquiries
Work the inbound inquiry queue — switch views, filter by channel and status, and convert qualified inquiries into leads.
Inbound inquiries are where every inbound message lands — emails, conversion page submissions, voice calls and notes, and direct messages — before anyone has decided what they are. Triage here turns noise into pipeline.
View modes
- List — dense table view, best for scanning a large backlog.
- Inbox — card-based reading view, best for actually working through messages.
- Deck — a command-deck layout grouped by status, best for team workflow visibility.
Filters
- Channel — Email, Page (conversion page), Voice, Voice note, or DM.
- Status — New, Acknowledged, Qualified, Disqualified, Ghosted, Nurturing, or Converted to ticket.
Common actions
- Open an inquiry to read it in full and work it.
- Convert to lead — available once an inquiry is Qualified and ready to book; it promotes the inquiry into the leads pipeline and stays linked to it.
Move an inquiry through its statuses as you work it: acknowledge it, qualify the ones worth pursuing, and mark the rest disqualified, ghosted, or nurturing so the queue reflects reality.
Converted to ticket is set by the system, not by hand: it appears when a support intake form opens a service ticket from the inquiry and leaves the inbound queue. You can move an inquiry back out of it, but you can't put one into it manually.
Tips
- Don't qualify everything. Only inquiries you'd actually work belong on the path to a lead — disqualify or nurture the rest so the queue stays honest.
- Use the status, not just the inbox count, as your source of truth: a clean set of statuses is what keeps the team from double-working the same inquiry.