This article provides information about how to manage incoming platform enquires. It is relevant to platform administrators and any other platform role who has permission to manage enquiries.

To view and manage enquiries, you will need to have this enabled in your role by a Platform Administrator. If you do not have Enquiries set up on your Academy platform yet, please contact our team at support@guroolearning.com and we can help you get started. 

For information on making an enquiry, please see this help article. 

Managing Enquiries

To manage enquiries, head to the Enquiry Centre on the left-hand collapsible panel:

The main page will show you an overview of all open enquiries, and down the left-hand side, you can filter by different statuses. 

If you're using a large monitor, you can use the button at the top left to enter full-screen mode, which allows you to see more columns in one view.

If you have access to multiple inboxes, these can be found on the left-hand side. 

Use the column headers to sort enquiries by priority, assignee, raised date, last updated date etc. Enquiries that have been updated since you last opened them are flagged with a red dot:

Click on any enquiry to open it. From this screen, you can update the following:

• Request type – if the incorrect request type has been chosen, you can update it here
• Assigned agent – assign to another agent for action
• Status – update the status of the enquiry
• Priority – assign a priority rating

You can also see the details of the enquiry, including any attachments and previous replies. To reply to the enquiry, select reply at the bottom right. The contact will receive an email notification of the reply, and can also view the status of their enquiry on their My Enquiries page. 

The Notes tab can be used to add notes to the enquiry. These are visible by other agents but not visible to the contact. 

Under the Log tab, you can see all actions that have been taken in relation to the enquiry.