Resending an enquiry notification
When an enquiry arrives, two emails go out: one to your staff, and an acknowledgement to the person who enquired. Sometimes they need to go again — the email landed in someone's spam folder, the colleague who should have picked it up wasn't on the list yet, or the enquirer says they never got a reply.
You can send them again at any time, without touching the enquiry itself.
Sending again
- Open Enquiries.
- Find the enquiry, click the ⋯ menu at the end of its row, and choose Resend notification.
- Tick who should receive it.
- Click Send.
Who you can send to
Staff — the people already set up to be notified about new enquiries. They're all ticked to begin with, since sending to the same people again is usually what you want. Untick anyone who doesn't need it. If nobody is listed here, nobody is set up yet — an admin can add people under Email Notifications.
The enquirer — sends them the same acknowledgement they got when they first enquired. Leave it unticked if you only want to alert your own team. If the enquiry has no email address, this option is greyed out.
Also send to — for a one-off. Type any address here, or several separated by commas, and they'll get the staff notification. Useful for forwarding an enquiry to a doctor who isn't on the standing list. It applies to this send only; nothing is saved.
Common questions
What do the emails actually say? Exactly what they said the first time. The staff email lists the enquiry's details in shortened form with a link that opens it in the portal — anyone reading it still has to log in to see the full record. The enquirer's email is the usual thank-you acknowledgement.
We turned the new-enquiry emails off. Will this still send? Yes. That setting only controls the automatic email when an enquiry first arrives. Resending is you asking for it directly, so it goes out either way.
Is there a record of it? Yes. Every resend is written to the activity log with who sent it and where it went.
Can I resend to a long list of people? Up to 20 addresses at a time. It's meant for alerting colleagues, not for mailing a group.