Inquiries

What it's for

Inquiries is the office queue for every inbound touch — a phone call, a web form, a Presence event, a walk-in — that has not yet been sorted into the account spine. Each row is one capture, and the list is ordered so the unmatched ones come first: the calls and forms nobody has picked up yet.

It replaces the old Marketing → Leads page, which only ever described the funnel it could not show. Reach it from Inquiries in the sidebar's Customers cluster, or directly at /customers/inquiries. /marketing/leads now redirects here.

A capture is not a sales lead. It is a record of one inbound contact that points at a real account once one is known (a lead is a status of a company, not a free-standing person). Nothing here is a pipeline: there is no owner, expected value or next step.

Tabs

There are no tabs. The screen is one list with a chip row above it.

Panels and controls

Search filters the list by the caller's phone number or email address.
Filter chips narrow the list by capture state: All, Unmatched, Matched, Converted, Disqualified and Spam, each with a live count. All is the default and still puts unmatched first.
Caller is the phone number, or the email when there is no phone. A second line shows the email, and whether a transcript or recording is on file — or Redacted once the payload has been blanked.
Source is where the capture came from: Phone, Web form, Retell, Presence, Referral, Walk-in, Import or Other.
Received is when it arrived. A capture still unmatched past your stale threshold is flagged Stale.
State is the capture's short life: Captured → Matched → Converted. A disqualified or spam capture shows as a chip instead, because those are exceptions, not steps.
Account is the linked account, or the candidates Inquiries found by phone and email. Click a candidate to match the capture to it in one step, or Match… to search all accounts.
The row's ⋯ menu carries the rest: View account, Draft quote, View work order, View proposal, Un-match, Disqualify, Mark as spam, Undo triage and Redact now. Un-match, disqualify and redact ask for a reason, which is stored on the audit trail.

Matching links the capture to an existing account and moves it to Matched. Creating the work order or approving the estimate from that capture moves it to Converted — the same event that turns the account from a lead into an active customer.

What it accepts

Action	Applies to	Reason required	Result
Match	Captured	No	Links an account and moves to Matched
Un-match	Matched	Yes	Clears the link and returns to Captured
Disqualify	Captured, Matched	Yes	A real enquiry that is not work
Mark as spam	Captured, Matched	No	Robocall, bot form, wrong number; clears any link
Undo triage	Disqualified, Spam	No	Returns the capture to Captured
Draft quote	Matched	No	Opens a new quote for the account
Redact now	Any	Yes	Blanks the recording, transcript, raw payload, and caller details on an unlinked capture

Converted is terminal and historical: it records that this capture produced committed work, and it stays Converted even if that work is later cancelled.

How to configure it

Inquiries → Stale capture hours decides when an unmatched capture is flagged Stale. The default is 4 hours.
Inquiries → Capture retention days decides how long a capture keeps its recording link, transcript and raw payload before the retention sweep blanks them. The default is 365 days. Saving a shorter window deletes nothing immediately — the sweep reports first, and a shortened window takes effect after a seven-day grace period. Spam captures are fully redacted after 30 days whatever this window is.

Who can see it

This screen sits behind the Customers area. There is no plan or tier gate: every organization gets Inquiries, because unknown-caller capture and triage are basic office work.

Owners, office managers and dispatchers can open it. Technicians cannot. The gate is checked on the server, not just hidden in the sidebar, so a direct link does not get around it.

The full role matrix is on Roles & permissions.