Manage General Inquiries

Configure channel rules to route General Inquiries to the right representatives so that they can receive email notifications in real time and get back to customers as soon as possible.

In this article, you'll learn how to manage General Inquiries.

Note: This feature is available to Suppliers on Marketplace or the Customer Experience Platform.

Contents

Configure Channel Rules to Route General Inquiries

Receive General Inquiries 

Reply to General Inquiries 

Anonymous Leads on CXP

Configure Channel Rules to Route General Inquiries

Configure channel rules for General Inquiries to ensure customers get answered by the right representatives. Representatives are notified via email and are assigned to the lead when inquiries are submitted by customers. 

Use the “Assign Leads to” dropdown and assign a representative that should be notified in real time when a general inquiry is submitted.

To configure Channel Rules for General Inquiries:

1. Navigate to Channel Rules under Settings in the left hand sidebar
2. Click Create a Channel Rule and configure the following details:
   1. Enter in a rule name 
   2. Event is an Inbound Lead
   3. Event Type is General Inquiry 
   4. Assign representative(s) to receive email notifications and be assigned to the lead
3. Click Create on the top right to create the channel rule

Note: Notify Representatives of General Inquiries on specific product pages by using the Product Attribute

Note: A General Inquiry is a lead event, so General Inquiries submitted by a customer that doesn't fit a Channel Rule
will be sent to the Default Inbox for all Leads or representatives assigned to other channel rules for leads will receive
General Inquiry notifications.

Receiving General Inquiries

Representative(s) will receive an email notification once a General Inquiry is submitted. The email will contain details of the inquiry, including the submitted inquiry, the product page it was submitted on, and the customer's information.

To view an inquiry from your email inbox: 

1. Open the General Inquiry email from Knowde
2. From the email, click View Details to navigate to the customer’s Lead Details Page
3. View the General Inquiry in the Buyer Journey section on Knowde

Note: Filter for all Leads who have submitted a General Inquiry using the Lead Event Filter in the Lead’s Grid

Reply to General Inquiries

Representative(s) can view the inquiry next to the Lead Event details in the Buyer Journey section. Representative(s) can also reply to the General Inquiry, which will prompt them to send a message on Knowde.

To reply to an inquiry using Messenger:

1. Navigate to your Leads grid under CRM in the left hand sidebar
2. Click View on the Lead's row in the grid to view their details
3. Click Reply to Inquiry to respond via messenger through a message when viewing the Lead Event in the Buyer’s Journey

Anonymous Leads on CXP

You can view anonymous leads normally in the Leads Grid. For CXP Customers who submit a General Inquiry Form not signed in, the supplier will be notified of the General Inquiry through email. The fields entered by the customer such as; name, email, and company can be used to route the General Inquiry through Channel Rules, even if the customer is not signed in.

A Lead row will be populated using the information from the General Inquiry Form and can be viewed within the Lead's grid. The General Inquiry will be captured in the Buyer Journey of the Lead’s detail page.

Note: Users do not have to be logged in on CXP stores to submit a form

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