Updating Inquiries

Table of contents

• Accessing the Inquiry detail screen
• Updating the Inquiry details
• Updating the Inquiry conversation history
  • Inquiry message field
• Updating the Inquiry Status
• Block a sender
• Delete Inquiry

Accessing the Inquiry detail screen

To edit an existing inquiry. Click on the specific inquiry on the overview page.

Updating the Inquiry details

The left panel allows you to the Inquiry details: 

• Contact - The contact who submitted the Inquiry. Contacts can be selected from the dropdown or added new. 
• Notes - Internal notes 
• Assignee name - Who is responsible for handling the Inquiry. It is possible to send this person a notification
• Deadline - Set a date so it is clear by when the Inquiry has to be handled.
• Consulted internally - Fill out the name of a colleague who you discussed this specific inquiry with.
• Tags - To organize Inquiries into themes. 

Updating the Inquiry conversation history

The right panel is the Conversation history, here you find the overview of all engagements for this Inquiry.

There are multiple message types in an Inquiry conversation:

• External message - these are messages sent from the contact to you, or vice versa. You can only send messages if you set up an Inquiry email address.
• Internal notes - these are highlighted in yellow. You can use them for internal communication with a team mate, for example to propose an answer, or to ask a question to someone in the team. 
• Logged message - used to log inquiries that came from elsewhere (for example, a phone call), and to log events related to an existing inquiry. For example, if a journalist sent an email with questions, and you had a phone call about it later, you can log it in the existing Inquiries thread to bring your colleagues up to speed.

Inquiry message field

In the Inquiry message field you can send a direct response, log a message or add an internal note which will be added to the Inquiry history overview. 

At the bottom of the message field your can find multiple editing options:

• Text alignment 
• Bold, Italic, Underline
• Numbered and bulleted list  
• Hyperlink (highlighted in red)
• Attachment (highlighted in red) - Add images, videos, or files from the Asset manager. These files will not be sent as a 'true' attachment, but instead the message will contain the raw upload URL of the asset (the content.presspage.com URL).
• AI (highlighted in red) - AI assistance can help craft a message based on bullet points, change the tone of voice, or translate it to six other languages. 
• Statements - For common Inquiries which can be answered with templated answers you can use Statements to add a prepared message which can still be edited before sending.

• Expand view (highlighted in red) - In the top right corner is the 'expand view' icon. This expands the window to take up a larger part of your screen, which is helpful when writing bigger chunks of text. Click the same icon to return to the previous view.
   

  

Updating the Inquiry Status

Change the status of the Inquiry after adding a update in the message field by selecting an option from the dropdown 'Submit as ...', or using the dropdown 'Status: ...' in the top right of the Inquiry. The status options are:

• Unread - new Inquiries, either automatically logged from a converted email or added manually.
• Open - this status can be used for inquiries that you're currently working on
• Pending - use this status for Inquiries that have been answered, but that you can't close quite yet. For example when you've given the journalist the answers they need, but you're waiting for them to reply to you.
• Closed - once the conversation has finished, mark the inquiry as closed

Block a sender

Block a sender to stop their emails from arriving as new Inquiries. You can block a single email address or everyone from the same domain.

1. Open an Inquiry from the sender you want to block.
2. Click the three dots next to the Status dropdown in the top right corner.
3. Select Block sender.
4. Choose whether to block only this email address or everyone from the domain.
5. Enter a reason (optional).
6. Click Block sender.

The sender is blocked and is not notified. New Inquiries from a blocked sender are discarded automatically, whether they come in through the Inquiries module or your Inquiry email address. Existing Inquiries from this sender are kept. To view all blocked senders, go to the Blocked Senders tab in Inquiries Settings.

Delete Inquiry

Delete an Inquiry you no longer need from its detail page. To delete several Inquiries at once, see Inquiries Overview.

1. Open the Inquiry you want to delete.

2. Click the three dots next to the Status dropdown in the top right corner.

   

3. Select Delete inquiry.
4. Click Yes, delete to confirm.

The Inquiry is removed from the Inquiries Overview.