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Handling Customer Enquiries in OneWindow

The core objective of OneWindow is simple: stop losing customer requests between chat apps, emails, and missed phone calls.

Every enquiry submitted through your website is automatically captured, assigned a status, and tracked by an accountable team member.

The Complete Enquiry Flow​

1. Customer on Website
   └── Fills contact or booking form (Name, Phone, Service, Message)
          │
2. Instant Processing
   ├── Customer sees confirmation on screen
   ├── Record saved to Database (`Leads` table)
   └── Instant alert delivered to Team Telegram
          │
3. Manager in Admin Panel (/admin)
   ├── Opens "CRM & SALES ──> Leads & Inquiries"
   ├── Assigns Responsible Team Member (Owner)
   ├── Fixes Next Action with deadline (e.g., "Follow up Friday 11:00")
   └── Updates status from "New" to "Contacted" ──> "Qualified" ──> "Won"

Step-by-Step Operator Instructions​

Step 1: Receiving the Telegram Alert​

When a customer submits an enquiry on your site, your designated Telegram channel or manager receives an alert:

🔔 New Website Enquiry!
Name: John Doe
Phone: +48 500 123 456
Service: Comprehensive Diagnostics
Message: "Interested in morning appointment next Tuesday."
Source: Website Form (Google Search)

Step 2: Open Leads & Inquiries in Your Admin Panel​

  1. Open your admin panel: https://yourcompany.com/admin.
  2. In the sidebar, click CRM & SALES ──> Leads & Inquiries.
  3. The newest enquiry appears at the very top of the list with status "New".

Step 3: Open the Enquiry Card​

Click on the customer's name to view full details:

  • Submission timestamp and IP/source channel;
  • Customer phone number (clickable to call directly on mobile);
  • Customer email;
  • Detailed request notes.

Step 4: Assign an Owner & Set the Next Action​

To ensure requests are never forgotten:

  1. Assign Owner: Select the responsible staff member from the dropdown (e.g., "Reception / Maria").
  2. Set Next Action: Enter what needs to happen next and when (e.g., "Called customer, sent price estimate by email, follow-up call at 15:00").
  3. Update Status: Change status from New to Contacted or Qualified.
  4. Click Save.

Core Principle: Telegram Alert ≠ System of Record​

Always work from the Admin Panel

The Telegram alert is a notification chime, not your CRM. Messages in Telegram can be accidentally swiped away, cleared, or missed during a busy shift. The Leads & Inquiries list in your admin panel is your official system of record. A customer request is only considered handled once its status and next action are updated in the admin panel.

What to Do If a Notification Did Not Arrive​

If a customer claims they submitted a request but no Telegram alert arrived:

  1. Open the Admin Panel first: Check Leads & Inquiries. If the enquiry is in the list, the website form worked properly, but Telegram connectivity or notification settings may have been muted.
  2. Check Telegram Bot status: Ensure the bot was not stopped or blocked in your Telegram settings.
  3. If the enquiry is completely missing from both the admin panel and Telegram, see our Troubleshooting Guide and contact support.

Next step: If your package includes calendar reservations, see Online Bookings Management.