Ask the customer to fill in the detailsNew
Send them a form instead of taking half a set of details down on the phone.
Written 29 October 2026
What is said in this recording
Some calls come in when you have not got five minutes to take them properly. Rather than scribbling half an enquiry, send the customer the questions and let them answer at their kitchen table — with the photographs they are standing next to. What they send lands back on the same enquiry, so there is never a second one to reconcile.
Step by step
- 1
Open the enquiry and look at “Ask the customer”.
The first line says what is still missing before you could price the work — what needs doing, where it is, a way to reply, whether they want a price or a visit. If nothing is missing it says so, and you may not need to ask at all.
- 2
Press “Send them a form to fill in”.
They get an email with a link, in your name and your colours. If the enquiry has no email address on it, it says so rather than pretending to send.
- 3
Or copy the link and send it yourself.
The box under the button holds the same link. Press “Copy” and put it in a text or a WhatsApp — some customers answer those and never open an email.
- 4
Wait. The card says where it has got to.
“Sent — waiting on them” until they answer, then what they said, in their words, with any photographs they attached.
- 5
Quote or book from it as normal.
Everything they sent is on the enquiry, so Create quote has it all to hand.
Worth knowing
It books nothing
They tell you whether they want a price or a visit, and when suits them — and that is all it does. Nothing lands in anybody’s diary until somebody here has read it and decided. The form says so on screen, so no customer is left expecting an engineer.
A box they leave empty never wipes what you already have
The form opens with what you have already taken — their name, their number — so they are not retyping it. Anything they change is theirs; anything they leave alone stays exactly as you typed it. A half-filled form is worth having and costs you nothing.
Nothing on it is compulsory
Deliberately. Somebody who cannot answer one question does not go and find out — they close the page, and you lose the whole enquiry rather than one field. Better a form with four answers on it than no form at all.
The link lasts 30 days
After that it tells them it has expired and gives them your number, rather than showing them an error. Press “Send it again” and the same link works for another 30 days — so a customer who finds the older email first is not stuck.
You can add your own questions
Settings › Custom fields, ticked for “Customer enquiry form”. Make and model, how many radiators, which floor — whatever your trade needs to price a job without seeing it. Those appear on the form under the standard ones.
Their photographs stay on the enquiry
Up to ten of them, attached to the enquiry rather than buried in an inbox. They are the customer’s own pictures of their own job, so there is no question of them going anywhere they should not.