Handle website enquiries
Console: Guests → Enquiries. For the person handling contact, private-hire,
catering, general, or large-group requests from the restaurant website. The
inbox requires a created site and the relevant Sites Advanced access.
- Choose the intended business and status filter. Review the enquiry type,
requested date (including flexible dates), message, and contact details.
- Select Mark read after reviewing it. Check availability and the
restaurant's enquiry-handling process before promising a booking or event.
- Use the email or call link to open the appropriate contact application. Check
the recipient and message before actually sending or calling.
- Select Mark responded after the response has been made. This updates the
inbox status; it does not itself send a message.
- Use Archive for completed requests, or Mark as spam for genuine spam.
Verify the resulting status and leave a clear handover for unresolved work.
| Status | Meaning for the team |
|---|
| New | Awaiting review |
| Read | Reviewed, response may still be needed |
| Responded | Staff recorded that a response was made |
| Archived | Removed from the working queue |
| Spam | Classified as unwanted enquiry |
Find the request and hand it over
The inbox shows the newest submissions first, with up to 25 requests per page.
Use Previous and Next to inspect additional pages. Changing the status
filter returns to the first page. If the last page becomes empty after requests
move to another status, No more enquiries offers Previous; it does not
mean the whole inbox is empty.
Check the Party, requested Date and Time, Event, Budget, and
Area details where supplied. The timestamp beside the guest identifies when
the enquiry was submitted; it is separate from the guest's requested event
date. No message provided means the message is absent, so review the other
request details before deciding what information to ask for.
A status change can remove the request from the current filtered view. Change
to its new status or All and verify the same guest/request before handing it
over. Keep response commitments in the restaurant's agreed handover process;
Responded does not establish that an event is booked or that a deposit was
collected.
Resolve a missing request or incorrect status
| What you see | What to check |
|---|
| No business selected | Select the intended business in the sidebar. |
| No enquiries yet | Check the restaurant's actual site and enquiry form. A site must have been created; this view alone does not prove a guest submitted a request. |
| No requests with the selected status | Use Show all or All, and check other pages. |
| Couldn't load enquiries | Use Try again after checking the connection. A failed load is not evidence of an empty inbox. |
| Sites Advanced access is unavailable | Ask the authorised account owner to check this business's feature access. If the gate is unexpected, verify access and connection before starting an upgrade. |
| A request was archived or marked as spam by mistake | Open Archived or Spam, find the same request, and use Mark read to return it to a reviewed state. Verify it under Read and arrange any response still needed. |
Changing a status does not delete the enquiry or cancel a booking. The inbox
does not offer a Mark new action; use the available reviewed state and a
clear handover when correcting an accidental classification. Do not use another
business's context to work around missing access.
If a status save fails, reopen the same enquiry before repeating it. If an email
or call outcome is uncertain, check the contact application's record before
contacting the guest again. Escalate with the enquiry reference, status,
intended response, and error. Keep guest details within authorised channels.