Emagineering | Reservation software for hotels and resorts

Inquiry Management FAQ

1. Q. What are Inquiries?
A. Inquiries are questions or comments submitted to you by customers through secure contact forms on your web site. When an inquiry is submitted, it will appear in the Pending Inquiries Queue in the Emagineering Management Console (MC). There are two types of inquiries that you might receive. These two types are 1) Reservation Inquiries and 2) Contact Us Inquiries.

2. Q. What is the difference between Reservation Inquiries and Contact Us Inquiries?
A. The difference between these two types of inquiries relates primarily to where they are sent from. The Reservation Inquiry form appears during the actual online reservation process, while the Contact Us Inquiry form is accessible through the "Contact Us" link located throughout the pages of your web site. Both types of inquires land in your Pending Inquiries Queue.

3. Q. How do I view my Pending Inquiries Queue?
A. 1.) Begin by loggin in to the Emagineering MC.
2.) Once successfully logged in, select your property from the Property List Pull-Down.
3.) Click the Communication icon located in the Tool Bar.
4.) Open the Inquiry Manager folder.
5.) Click on the Pending Inquiries Icon.
6.) Here you will see a list of all of the inquiries that have been sent to you and are awaiting a response. Each inquiry listing includes the name of the sender, the inquiry type used, how long ago it was sent, a customer I.D. number, and the status of the inquiry. Icons (which are labeled at the top of the Pending Inquiries page) indicate inquiry status as well.

4. Q. What do the different Inquiry statuses mean (New, Urgent, Inquiry in Use, Pending Inquiry, and Reply Message)?
A. These icons let you know the status of each inquiry. New means that the inquiry has not been opened and that it arrived before the Urgent Message Alarm Threshold.
Urgent means that the inquiry has not been opened and that it arrived after the Urgent Alarm Threshold.
Inquiry in Use means that the inquiry has been seen and is in the process of receiving a response.
Pending Inquiry means that the inquiry has been seen and a reply has been saved but not yet sent.
Reply Message means that the inquiry has been responded to and that the customer has written again in response.

Q.) What is the Urgent Message Alarm Threshold? How do I change it?
A. The Urgent Message Alarm Threshold is the amount of time an inquiry can sit unopened in the Pending Inquiry Queue before its status is changed from New to Urgent. You can set your Urgent Message Alarm Threshold to a variety of time periods between five minutes and one week.

To do this:
1.) Log in to the Emagineering MC.
2.) Once successfully logged in, select your property from the Property List Pull-Down.
3.) Click the Communication icon located in the Tool Bar.
4.) Open the Inquiry Manager folder.
5.) Click on the Systems Settings Icon.
6.) Choose which Urgent Message Alarm Threshold setting you want to use from the drop-down.
7.) Click the Process Updates button.

6. Q.) How do I read and respond to inquiries?
A.) Go to your Pending Inquires Queue. Click on the I.D. number of the inquiry you want to manage. Here you can read the inquiry, message history (if it exists), and compose and save a draft of a response, preview it, and send it.

7. Q.) How do I view the inquiries that I have responded to or deleted?
A. Open the Inquiry Manager Folder. Select the Processed Inquiries icon.

8. Q.) How do I delete an inquiry?
A.) Open the Inquiry Manager folder. Click the Pending Inquiry icon. Click the I.D. number of the inquiry you want to delete. Scroll to the bottom of the page and click the "Decline" button. This will move the inquiry to the Processed Inquiries folder. Declined inquiries with be marked with a red exclamation point in a word bubble.

Q.) What happens when I send an inquiry response?
A.) Your response will be sent to the email address provided by the customer. You can preview how your message will look before you send it.

10. Q.) What causes an inquiry to lock? How do I prevent inquiries from locking?
A.) Inquiries can become locked if you attempt to click on an icon or folder in the MC while you have an inquiry open. To travel to a different page right-click your mouse and select "Back". Once the inquiry is closed it is safe to browse freely.

11. Q.) An inquiry I want to open is "locked". What do I do?
A.) Open the Inquiry Manager folder. Click the Pending Inquiry icon. Click the Request Unlock icon or send an email directly to unlock@emagineering.com.

12. Q.) How do I change the amount of time processed inquiries stay in the Processed Inquiries Queue?
A. Click the Communication icon located in the Tool Bar. Open the Inquiry Manager folder. Click on the System Settings Icon. Here you can set the Processed List Display for periods of time between one day and one month. Click Process Updates to save.