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Reviewing incoming inquiries

From the home page of the Inquiry Management module, you can:

  • View high-level stats on how many inquiries are being managed through Incentives.

  • Filter your view of inquiries. You can choose to view all inquiries, a specific inquiry workflow, or only the currently active inquiry workflow.

    To learn more, read: Filtering inquiry data.Filtering inquiry data

  • Export the inquiry list to an Excel file.

    To learn more, read: Exporting inquiry data.Exporting inquiry data

  • View the inquiry in detail.

The Inquiry management table shows new unread inquiries in bold. If you see a yellow dot icon next to an inquiry row, it indicates the admin needs to take action. To learn more, read: Taking action on an inquiry. Click on an inquiry row to view its details.

The detailed inquiry page is divided into these sections:

  • Activity: This section provides a detailed record of all activities related to the inquiry, including submissions and comments with timestamps.

  • Generated_by_AI_icon.png AI Insights: This section provides AI-generated, personalized insights for each inquiry, including relevant metrics and detailed explanations specific to the questions or issues.

    Based on key metrics and related details, it can also generate a draft comment for each inquiry. Read Adding comments on an inquiry to learn more.

    Note

    You can access AI Insights only while the Research Assistant feature is enabled. If you disable this feature, you will lose access to AI Insights for new inquiries. Read Research Assistant to learn more.

    The Research Assistant feature is currently offered only to early adopters. It will later be made available to all users as a subscription add-on.

  • Inquiry details: This section displays a unique Inquiry ID, its current status, the report source, the individual who opened the inquiry, the admin team responsible for it, the owner managing the inquiry, and the recorded dates of creation and last update.

  • Attachments: Allows admins to attach up to 10 external files (10MB each) relevant to the inquiry.

  • Inquiry form details: Displays the original inquiry form details submitted by the payee.

  • Close an inquiry: Allows admins to manually close active inquiries when needed.

    To learn more, read: Force closing an inquiry.