This guide will help you to manage your inquiries. To get the most out of this guide, we recommend reviewing the Introduction to Presspage and Navigating Presspage if you're not yet familiar with the basics.
Table of contents
Set up:
- Introduction: Inquiries
- Step 1: Create an Inquiry Email Address (administrators only)
- Step 2: Create a Sender Name
- Step 3: Connect Inquiries with your Newsroom or an inbox
How to use Inquiries:
- Step 4: Using the Inquiries Overview
- Step 5: Managing Inquiries
- Step 6: Use Prepared Statements
- Step 7: Inquiries Statistics
Introduction: Inquiries
Inquiries allows your team to manage, track, and respond to media and customer inquiries from one central location. It helps streamline communication, improve response times, and support team collaboration, so no inquiry goes unanswered and interactions are easy to follow up on.
Step 1: Create an Inquiry Email Address (administrators only)
Click Inquiries in the top navigation bar to go to the Inquiries overview. Click Settings in the side bar, the screen will open on the Email Set-Up tab.
- If no email address has been set up yet, click Start Email Setup.
- If an email address already exists, click Edit to make changes to the address or the default assignee.
Emails sent to this address will automatically be converted into new inquiries. If your account includes multiple languages, click Create language-specific address to set a different email address per language.
Go to Inquiries Settings for details.
Step 2: Create a Sender Name
To send replies from Inquiries, each user can set up their own Sender name in their User Settings.
Go to Inquiries Settings for details.
Step 3: Connect Inquiries with your Newsroom or an inbox
Your team likely receives inquiries from multiple channels. Connecting those channels to Inquiries centralises the process. Common ways to do this include:
- Setting up the Inquiry email address as the reply-to address in the Email Sender settings.
- Enabling the Inquiries module or Form module on your Newsroom to send submissions directly to Inquiries.
- Setting up auto-forwarding from an external inbox to the Inquiry email address.
See Adding Inquiries for details.
Step 4: Using the Inquiries Overview
The Inquiries overview gives an overview of all received inquiries. Use the search bar to find inquiries by keyword, or click Filters to refine the view by tag, organization, or assignee.
The side bar includes the following sections:
- Unread — inquiries that have not been opened yet.
- Open — active inquiries.
- Pending — inquiries awaiting further action.
- Closed — resolved inquiries.
- Statistics — an overview of inquiry trends and response rates.
- Settings — customise the Inquiries module to suit your workflow.
- Invite Colleagues — quickly add colleagues to collaborate on inquiry management.
Go to Inquiries Overview for details.
Step 5: Managing Inquiries
Adding an inquiry manually
If you need to log a phone call or do not have integrations set up, click the Add Inquiry button in the top right. Fill out the form fields, Subject and Language access are mandatory, and click Save.
Updating an inquiry
Click on any inquiry in the overview to open it. On the left you will see the Contact Information and Inquiry Details sections. On the right is the Conversation field, which displays all messages related to the inquiry.
From the Conversation field you can:
- Reply to the inquiry using the Send message field.
- Log a phone call or email using the Log message tab.
- Add internal notes for yourself or team members.
Assign the inquiry to a team member, set a deadline if needed, and select a Submit as [status] option to apply your changes. To update contact or organization details, click the contact or organisation name and select Edit Details, this redirects you to the relevant page in Contacts.
Go to Adding Inquiries and Updating Inquiries for details.
Step 6: Use Prepared Statements
Prepared statements are predefined responses that can be reused when handling recurring questions. They save time and help ensure consistent, error-free replies. Use them for common topics such as interview requests, photography permissions, approved quotes, or pre-approved crisis responses.
When added to an inquiry reply, the text remains fully editable so it can be tailored to the specific request.
Go to Prepared Statements for more details.
Step 7: Inquiries Statistics
The Statistics section in the side bar provides insights into inquiry performance and handling. Key metrics include:
- New Inquiries — the number of inquiries received in the selected timeframe.
- Closed Inquiries — the number of resolved inquiries.
- Average Completion Time — the average time taken to close an inquiry.
- Contact Activity — which contacts have been actively submitting inquiries.
- Organization Activity — the engagement level of different organizations.
Go to Inquiries Statistics and Insights per contact for details.