Following up a request and converting it into a customer

A request in your inbox is the start of a process: from first contact, via a site visit and a quote, to a job you win or lose. On the request itself you can see where it stands and what has already happened.

The status moves along by itself

Status	Meaning
New	Just came in.
In progress	You're working on it, or a draft quote is ready.
Site visit	A site visit has been scheduled.
Quote sent	A quote has been sent to the customer.
Won	The customer has accepted a quote.
Lost	All quotes have been rejected or have expired.
Handled	Closed manually.
Spam	Marked as spam automatically or manually.

When you schedule a site visit, send a quote or the quote is accepted, the status moves on automatically and a line is added to the notes. It never moves back by itself. You can always change the status yourself with the dropdown at the top of the request. In the inbox, Open filters on everything that still needs something to happen.

Creating a customer

1. Open the request and click Create client.
2. The form is already pre-filled with the name, company name, email address and phone number from the request.
3. Check the details and confirm.

If a customer with the same email address already exists, the request is linked to that customer instead of creating a duplicate. After that you see the button View customer. The request simply stays in the process: creating a customer is no longer a status.

Creating a quote

Click Create quote. If there's no customer yet, one is created first. You go straight to the quote editor, with a draft quote that's tied to the request and has the request's subject as its first line. See Creating and sending a quote.

If Planny is enabled and there's already a customer, you can also choose Quote with Planny: Planny then drafts a quote for you, see Creating a quote with Planny.

Scheduling a site visit

Schedule site visit puts an appointment at the customer's location in the planning, tied to this request. How that works is explained in Scheduling a site visit.

The progress, photos and notes

• Progress — as soon as a site visit, quote or project belongs to the request, it's listed here. Click it to open it.
• Photos — one grid. With Add photos you pick one or more; they appear straight away, without the page reloading. During or just before a site visit they automatically get the label Site visit; otherwise they're your own photos (no label). If the customer sent the photo, choose From the customer in the menu (⋮) on the photo. You delete a photo through the same menu, and you drag photos into the order you want. Tap a photo to view it full size.
• Notes — choose the type for each note: Note, Phone call, Email or Site visit, and optionally set a call-back date. If recordings and Planny are enabled, you can also dictate a note with the microphone button.

Spam

A request that scores above the spam threshold automatically gets the status Spam. Turns out it's genuine after all? Click Not spam to set it back to New. The other way round, you mark a request yourself with Spam.

Frequently asked questions

• What happened to the status "Converted"? It no longer exists. Whether there's a customer, you can tell from the View customer button. Old requests with that status are now In progress.
• What if the request has no email address? Then a new customer is always created; it can't be checked against an existing customer.
• Can Planny convert a request into a customer itself? No, you do that yourself with Create client or Create quote.
• A second quote was rejected, but the first had already been accepted. Is the request lost now? No, a request that's won stays won.