Help

Work an enquiry

Reply to an enquiry, record what happened and set a callback, so your whole team can see where each one stands.

1. Not tried yet means nobody has recorded a call, email or text.
2. Open the enquiry. It shows how to reach them, what they asked about, when they would like treatment, the pages they opened and what they searched for on your site. Their message is here too. It is never put in email.
3. Press Call or Email on the enquiry. The button follows the way they chose.
4. Under Record a contact attempt, choose how (phone, email or text) and what happened. Then press Record. Speaking to them moves a new enquiry to Contacted by itself.
5. Move the status as things happen. Consultation booked, Attended, No-show and Treatment decided each need a short note of what shows it, such as the diary entry.
6. Choose who is on it under Assigned to, so nobody calls twice.

Worth knowing

• A click on Book, Call or Email on your site is counted as a click. It is not a booking. Only your team marks a booking.
• Everyone who sends an enquiry ticks a box to confirm they are 18 or over. It is their word, so check photo ID before treatment.
• Held for review means our spam checks were unsure. Nothing is thrown away. Check it, then move it to New or mark it as spam.
• Test enquiries are marked Test and never counted.
• Time to first contact, in your Monday email, runs from the enquiry arriving to the first attempt your team records. Nights and weekends count too until your opening hours are set in Site details; then only your opening hours count.

Still stuck? Press Ask for help in your console, or email support@clinicwise.co. Support hours: 9am to 6pm, Monday to Friday, except bank holidays.

Last checked by us: 24 September 2026.