# Enquiries: every portal lead in one queue, answered in time

> Every portal, website and mail enquiry in one queue: routed to the right colleague, answered from the listing's facts, closed in one step once it is gone.

**Status:** Available — In every workspace, documented here, with its changes listed on its page.
**On the broker’s path:** Leads & enquiries
**Pets that work here:** Scout

**The problem this solves:** Portal enquiries land in a shared mailbox, nobody knows who answers, and the warm ones go cold while the team sorts the pile.

**In short:** Every enquiry — from ImmoScout24, Kleinanzeigen, your website form or a
forwarded mail — lands in „Anfragen“ as one record with the person, the object and what
has happened so far. The team decides who gets which enquiry, the broker replies from the
record, and when the object is gone, everyone still waiting hears it in one step.

## What you can do

- **See whose enquiry it is.** „Meine“, „Nicht zugewiesen“ and „Team“ sort the queue; an
  enquiry is handed to a colleague with one choice, and a broker limited to their own
  records sees only theirs.
- **Route new enquiries by rule.** By sale or rent, kind of object and area — and see who
  would get the next one before it arrives.
- **Cover an absence.** Enter your days away and a deputy; new enquiries and reminders go
  to them until you are back.
- **Reply from the record.** The app can draft answers to the person's questions from the
  listing's own facts, checked sentence by sentence; you take the sentences you want into
  your letter.
- **Work in bulk like a mail app.** Shift-click a run, right-click for what to do with
  them: answer several at once in your own words (each person gets their own mail, greeted
  by name), take several over as contacts, or tell everyone that the object is taken.
- **Know what already happened.** The enquiry's card says whether it was answered
  automatically, which questions were answered, which viewing is booked, and shows the
  person's budget.
- **Match the object.** An enquiry that names none of your listings suggests the ones it
  fits; one click links it.

## How it works

An enquiry reaches Capitality the way the portal sends it — as an e-mail to the enquiry
address of your workspace — or through your website form. Capitality reads the person,
the object and the message out of it, marks the source, and puts it in the queue. From
there everything is a step on the record: assign, reply, invite to a viewing, promote to a
deal, or close. The history keeps every step with its author, pets included.

## Limits and notes

- Enquiries from ImmoScout24 follow ImmoScout24's rules: used for the enquiry only and
  deleted once their purpose has lapsed — see [ImmoScout24](https://docs.capitality.io/integrations/immoscout24/).
- Answers drafted from the listing's facts are marked Alpha in the app and have their own
  feedback topics; the broker reads before sending.
- Enquiries are not resold, passed on or merged with other firms' data.

## Frequently asked questions

### How do portal enquiries get into Capitality?

Each portal sends its enquiries as e-mail. You forward them once to your workspace's enquiry
address, and every enquiry arrives as a record with the person, the object and the message;
enquiries from your website form arrive directly. See
[Portal enquiries by e-mail](https://docs.capitality.io/integrations/portal-mail/).

### Can new enquiries be assigned automatically?

Yes. Rules by sale or rent, kind of object and area hand each new enquiry to a colleague, and
you see who would get the next one before it arrives. During an absence, new enquiries and
reminders go to the deputy you named.

### Can I answer several enquiries at once?

Yes. Select several and answer them in your own words; each person gets their own mail,
greeted by name. You can also tell everyone waiting at once that the object is taken.

### Does Capitality answer enquiries on its own?

The app drafts answers to the person's questions from the listing's facts, and the broker
chooses which sentences go into the letter. The pet [Scout](https://docs.capitality.io/pets/scout/) acts alone only
where your firm allowed it.

## New in this feature

- App 0.42.0: Replying to an enquiry, you can now let the app answer the person's questions from the listing's facts and take the sentences you want into your letter.
- App 0.41.0: Select several enquiries and answer them all at once that the object is taken.
- App 0.41.0: Long enquiry lists load more on request, say how many there are in all, and a let or sold object no longer offers „Annehmen“.
- App 0.41.0: The enquiry list can now be narrowed to one listing, with how many enquiries each listing has.
- App 0.41.0: Several enquiries can now be taken over as contacts at once; someone already known gets the enquiry on their existing contact.
- App 0.41.0: Several enquiries can now be answered at once in your own words — each person gets their own mail, greeted by name.
- App 0.41.0: Pick several enquiries the way a mail app works: Shift-click a run, right-click for what to do with them, Esc and Strg+A.
- App 0.41.0: A let or sold property now shows who is still waiting for an answer, with „Allen absagen“ to send them all a friendly final word.
- App 0.41.0: In a team, „Anfragen“ shows whose each enquiry is: switch between „Meine“, „Nicht zugewiesen“ and „Team“, and hand an enquiry to a colleague with one choice.
- App 0.41.0: A broker who sees only their own enquiries is told so where the team tabs were.
- App 0.41.0: A portal enquiry that names none of your listings now suggests the ones it fits, and one click matches it.
- App 0.41.0: Teams decide who gets new enquiries — by sale or rent, kind of object and area — and see who would get the next one.
- Platform 0.27.0: When you reply to an enquiry, the app can now draft answers to the person's questions from the listing's own facts, checked sentence by sentence before you see them.
- Platform 0.26.0: The enquiry list now pages through any number of enquiries, and „Meine“ shows all of a broker's enquiries, not only those among the newest hundred.
- Platform 0.26.0: Brokers can tell many enquirers at once that an object is taken — each gets a short, kind letter in their own language — and close those enquiries.
- Platform 0.26.0: Before you remove a colleague, their contacts, properties, open enquiries and open deals can go to someone else in the team in one step.
- Platform 0.26.0: An enquiry nobody answered in time now reminds whoever has it, and the owner when it keeps waiting; a colleague handed an enquiry also gets an e-mail.
- Platform 0.26.0: Enquirers about a flat to rent are now asked when they want to move in, and a reply with one question no longer announces two.
- App 0.40.3: The app says "Deal" where it said "Karte", and the settings use one word each: Haustiere, Zusatzfelder, Website-Formulare, Anfragen.
- App 0.40.0: On a phone the enquiries list starts sooner: the title and its buttons share one line, with the open and overdue counts just below.
- App 0.40.0: An open enquiry now offers "Reply" as its first button.
- App 0.40.0: On a phone the inbox gets to your messages sooner: the header keeps just its name and the inbox picker.
- App 0.37.3: An enquiry's "Who answers" choice matches the other fields, the empty inbox no longer spills over, and new team inboxes say "Create".
- App 0.37.3: The inbox keeps the tab you chose, empty lists say what is empty, and several screens read more clearly with a screen reader.
- Platform 0.22.3: A visitor who sends the enquiry form many times in a row now sees a friendly note to wait, with their message kept.
- Platform 0.22.2: Someone opening an old link from a reply now learns why it has ended and to contact the agency directly.
- Platform 0.22.2: On a firm's property page, a refused enquiry now puts the cursor in the first field to correct.
- App 0.36.0: The enquiry list can be made wider or narrower, and a right click on an enquiry opens, selects, shares or dismisses it.
- Platform 0.20.6: Enquirers can agree to further offers right on the page your reply links, and their yes is kept as proof.
- Platform 0.20.4: Automatic replies to enquiries say what they are and carry your full company details, and answers always reach your firm.
- Platform 0.20.4: Enquiries let go of personal details once their purpose is done, while your counts and response times stay.
- App 0.33.13: The enquiries pet's setting under "What pets may do alone" now matches what it actually does in a new workspace.
- Platform 0.19.7: Mail from Capitality comes from an address that is read, so your answers reach real people.
- App 0.31.0: New guides answer which broker tools are really free and what CRM software costs.
- App 0.30.0: Planning the next step works the same everywhere, from properties and contacts to enquiries and the calendar.
- App 0.28.11: On an enquiry, the choice of who answers stays as you saved it, even after a reload.
- App 0.28.7: Even with no record open, you can talk to a teammate, and their answer appears in the same conversation.
- App 0.28.7: Each open enquiry shows who is answering it, and you can hand it to a teammate or take it yourself.
- Platform 0.17.11: You can talk to one pet even with no record open, and it answers right in the same conversation.
- App 0.27.0: Every enquiry about a property now shows on its page, with how it was answered and by whom.

… and 26 older changes.

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HTML version: https://docs.capitality.io/features/inquiries/ · Language: en