Enquiries

An enquiry is a question an account holder sends from their Swimio account. Staff read enquiries on the Enquiries page, answer the account holder in their usual way, and then mark the enquiry so everyone knows it has been dealt with.

What an enquiry is

It comes from a form on the account holder’s dashboard. There are two forms:
- Crash Course Enquiry: the account holder asks about a crash course.
- Book 1:1 / 2:1: the account holder asks for private lessons.
It is a record only. You cannot reply from Swimio. Contact the account holder by email or phone, then mark the enquiry as replied.
It is not a booking. An enquiry does not offer a place, reserve a seat, or enrol a student.
A copy is emailed to your organisation. Swimio emails each new enquiry to the business email address in your company settings. The enquiry is saved in Swimio even when the email cannot be sent.
Account holders have a daily limit. Each account holder can send only a set number of each kind of enquiry in 24 hours.

Statuses

Status	What it means
New	Nobody has dealt with the enquiry yet.
Replied	A staff member answered the account holder.
Closed	The enquiry needed no answer. For example, it was sent twice, or the account holder phoned instead.

Changing a status sends nothing to the account holder. You can change a status as often as you need.

View enquiries

Select Enquiries from the main menu.

The page opens on New enquiries, newest first, because those are the ones waiting for someone.

Column	What it shows
Received	The date and time the account holder sent the enquiry.
Type	Crash Course or Private Lesson.
Account Holder	Who sent the enquiry.
Students	The students the enquiry is about.
Status	New, Replied, or Closed.
Action	View, and the status buttons. See Change the status.

Find an enquiry

Search: type part of an account holder’s or a student’s name.
Status: choose a status, or All statuses.
Type: choose Crash Course or Private Lesson, or All types.
Sort: select the Received, Type, or Status column heading.

When nothing matches, the page shows No enquiries found…

Read an enquiry

Select View on the enquiry’s row. The Enquiry window opens.

Type and status. The top shows the type and when it was received. For a Replied or Closed enquiry, it also shows who marked it, and when.
Account holder. Select the account holder’s name to show their email, phone, address, and post code. Select View to open their account.
Students. Each student the enquiry is about. Select a name to open the student’s profile. Ability shows the score the student had when the enquiry was sent, or Not given. It does not change when the student’s score changes later.
What they asked. The answers from the form:

Crash course enquiry Private lesson enquiry

Course Venues

Venue Days

Dates Preferences

Comment Heard about us

Medical note

An answer the account holder left empty shows a dash.

Crash course enquiry	Private lesson enquiry
Course	Venues
Venue	Days
Dates	Preferences
Comment	Heard about us
	Medical note

Change the status

You can change the status on the enquiry’s row, or at the bottom of the Enquiry window. Each enquiry shows the two statuses it does not have yet.

Button	What it does
Mark replied	Marks the enquiry Replied.
Mark closed	Swimio asks Close this enquiry? Select Yes, close it. The enquiry is marked Closed.
Reopen	Marks the enquiry New again, and clears who marked it and when.

Result: Swimio shows The enquiry has been updated. A Replied or Closed enquiry leaves the New list. To find it again, choose its status or All statuses in the status filter.

Common problems

Problem	Why it happens	What to do
An enquiry is missing from the list	The list shows New enquiries only when the page opens.	Choose All statuses in the status filter.
This account holder record was removed.	The account holder was removed after they sent the enquiry.	The enquiry and its answers are kept. You cannot open the account holder.
No student is linked to this enquiry.	The enquiry has no student.	Read the answers under What they asked, and contact the account holder.
The enquiry email did not arrive	The email could not be sent, or the business email address is wrong.	Check the enquiry on this page. It is always saved. Check the business email address in your company settings.

Common terms