Inquiries are money. Do not leave them unanswered.

An inquiry is someone raising their hand. If it is real, respond from BusinessStub so the conversation stays in the thread. If it is a test or spam, mark it spam. If you call the prospect, log what happened.

What matters most

Every real inquiry needs an answer, a note, or a status update before you move on.

Why it matters

Unanswered inquiries are missed revenue. Clear records also keep the next operator from guessing.

Do first Reply Calls Status Avoid Help

Do this first

Use this order for every new inquiry.

1. Test or spam?Mark it spam so it leaves the active queue. 2. Real prospect?Respond using BusinessStub so the reply is tracked. 3. Called them?Add an internal note with the result and next step. 4. Done for now?Update the status before opening the next inquiry.

The Operating Rule

Treat the inquiry list as active money on the table, not a passive inbox. A real prospect should not stay unanswered. A fake inquiry should not stay in the work queue.

Answer real leadsUse BusinessStub replies so the conversation is saved.

Remove noiseMark tests and spam as spam so operators do not chase them.

Record off-platform workCalls and texts belong in internal notes.

Where Inquiries Come From

Public listing forms Stub-site forms Chatbot conversations Customer email replies

Source matters because it tells you what context to check before replying. A chatbot thread may already include several answers. A customer email reply may already include the next step.

Review Just Enough Context

Before replying, read the message, source, thread history, contact status, and current inquiry status. Do not respond from only the first line if there is already a conversation.

Initial message Thread history Contact info Status

Respond Using BusinessStub

Use Reply via email for customer-facing replies. A successful reply is saved to the thread, uses the configured sender, appends the configured signature, and moves a new inquiry to contacted.

Why: BusinessStub keeps the conversation attached to the inquiry. If the prospect replies later, the record stays together.

If the reply fails, do not assume the prospect received it. Check the error, then escalate if the sender setup needs review.

If You Call, Log It

If you call, text, or handle follow-up outside BusinessStub, add an internal note before you leave the inquiry.

Called or texted Reached or missed What they need Next step

Why: the next operator should be able to see what happened without asking you or calling the prospect twice.

Use Status to Keep the Queue Clean

NewNo operator response recorded yet.

ContactedYou replied, called, texted, or started follow-up.

QualifiedThe prospect looks real and needs continued attention.

SpamUse this for tests, junk, or irrelevant submissions.

ClosedNo further action is expected.

Why: status controls what remains visible in the active queue. Spam should not clutter work. Real prospects should not sit in New.

Closing an inquiry requires a reason because it removes the inquiry from active work.

Do Not Do This

Do not leave real prospects unanswered.
Do not handle a phone call without adding an internal note.
Do not put private notes in customer-facing replies.
Do not leave test submissions or spam in New.
Do not move on without updating status.

When to Escalate

Escalate to a platform admin when the inquiry belongs to the wrong stub, contact reveal fails, replies are not sending, an operator cannot see an inquiry they should have access to, or a custom email sender appears misconfigured.

For routing and email checks, see inquiry troubleshooting.