Follow up on an inquiry

Use this when

Use this guide when leads, deals, proposals, or follow-up are waiting without a clear owner or next action.

Use this workflow when a person has asked a question, requested an estimate or left a conversation waiting for your response.

Record the next action

1. Open the inquiry in Leads and chat or its thread in Conversations.
2. Read the latest message and check whether anyone has already replied.
3. Assign responsibility for the response and record a due date on the relevant task or opportunity.
4. Write a next action someone else could carry out: “Send the revised estimate to Lee by Thursday” gives more direction than “Follow up”.

Respond and verify

Prepare the reply using the customer's actual request and the linked business records. Check recipients, commitments, prices and dates before sending. Follow Replying and inspect the resulting status.

If the full answer will genuinely take longer, tell the customer what you're checking and roughly when you'll respond, and record that commitment so it shows up in the team's own work queue rather than only in your head.

Reviewing what's still open

Use Today to review due tasks and waiting decisions. After a reply or meeting, update the next action. Close the task when the promised work is complete, or record a new date and reason when it changes.

If delivery is uncertain, inspect the action result before sending again. If the person has declined or asked to stop, record that decision and apply the workspace's stop controls before further outreach.

What to know

Availability depends on enabled modules, workspace permissions, provider connections, and the current installation. Check the recorded status before relying on a live result.

Next: Review Today to see how this work fits into the daily operating flow.