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Enquiries & Appointments

Measure what happened to the enquiry

Define response quality, collected details, human hand-offs and confirmed appointments with clear periods and denominators.

Available after setupWebsite answers and capture are available within eligible existing plans. Booking needs enabled settings and verified availability; messaging depends on provider approval and configuration. Automatic appointment reminders and self-service rescheduling are not established in this release. Telephone answering is excluded.

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Procora · Workflow example

Outcomes with honest denominators

8fictional enquiries
Confirmed appointments3 / 8
Owner hand-offs2 / 8
Waiting for customer2 / 8
Closed without booking1 / 8

One current outcome per enquiry. Appointments are not sales.

Fictional example · localised website visual

The work, in practice

A useful report shows the enquiry's next step and the work still unresolved. Counting conversations alone cannot tell you whether an answer was correct or a customer got a time. Procora records conversations and appointments, while additional quality review needs a defined method. The public results visual is a fictional worked example, not evidence of a customer's sales or time savings.

01 · Enquiries & Appointments

Choose the unit before calculating a rate

Define an enquiry as the business question or request you want to follow, and decide how repeat messages and duplicates are handled. A conversation can contain several questions, and a question can continue across messages. State the review period and exclude preview/test traffic. Otherwise a test-heavy week or a changed counting rule can create an apparent improvement with no change in customer handling.

Use clear outcome definitions: confirmed appointment means a saved booking, owner hand-off means a case needing a person's decision, waiting means the next detail must come from the customer, and closed without booking means a recorded end to the enquiry. These current states can be mutually exclusive. Answered topics, contact details and messages are additional measures; do not add them to the outcome total as more people.

02 · Enquiries & Appointments

Work through the fixed eight-enquiry example

The fictional workshop and professional-services dataset contains exactly eight enquiries in its example review period. Each has one current state. Appointments are 3 ÷ 8 = 37.5%; owner hand-offs and waiting cases are each 2 ÷ 8 = 25%; closed without booking is 1 ÷ 8 = 12.5%. The percentages sum to 100% because the categories were defined as non-overlapping, not because every customer bought something.

Three confirmed appointments are not three completed visits, sales or incremental customers created by Procora. A closed enquiry outside the service area can reflect a correct answer. An owner hand-off can be good handling of an unfamiliar repair. The counts help locate work, but the quality of the outcome depends on whether it was appropriate for the actual request and whether the next responsible action occurred.

Current outcomeCount / denominatorShare
Confirmed appointment3 / 837.5%
Owner hand-off2 / 825%
Waiting for customer2 / 825%
Closed without booking1 / 812.5%

03 · Enquiries & Appointments

Define what response time actually measures

Choose the start and end of the clock. First response measures time from the incoming request to the first response; useful answer measures the point where the actual question was addressed; human response measures the person's reply after a hand-off. They are different intervals. An acknowledgement at 09:01 after a 09:00 request illustrates a one-minute first response, but says nothing by itself about whether the issue was resolved.

State whether the calculation uses elapsed time or working hours, and whether unanswered cases are excluded or shown as waiting. Averages can hide a long unresolved tail; reviewing the distribution or oldest cases can be more useful. Do not present a response-quality dashboard as already available merely because timestamps exist. Agree the report you need and check what the current records can reliably support.

04 · Enquiries & Appointments

Inspect the answer as well as the timestamp

Select a stated sample of routine answers, unknown questions and exceptional requests. Check whether the answer addressed the question, matched approved facts, used the correct location and avoided unsupported terms. Record the reason for any correction, rather than give every short answer a positive label. For the workshop, an accurate service boundary can be more useful than a fast promise to repair an unfamiliar component.

Review capture quality too: was a usable reply route supplied, were necessary requirements present and did the person receive the context? Treat missing or conflicting fields as work to improve. A fully populated record is not automatically accurate. Keep a checkable link to the conversation and have the responsible maintainer review repeated knowledge gaps before making a broader claim about automatic resolution.

05 · Enquiries & Appointments

Use the findings to decide one improvement

Compare similar periods and note changes in traffic, services, opening hours or channels. Eight enquiries are too few to establish a stable conversion trend or causal benefit. If unknown questions cluster around collection, improve the approved area description. If a person's tasks wait during absence, clarify cover. If booking questions lack a time preference, revise that one question rather than invent more urgency in the customer summary.

Use the measurement guide for definitions and a small review plan. Check recorded attendance separately when needed, through the person who knows the outcome. A confirmed appointment can lead to a quotation or another service later, but those stages require their own records and approval. Reporting enquiry handling does not recognise revenue, collect payment or automatically activate follow-up in another section.

Useful resources

Bring the work into your own process.

Original templates, checklists and measurement guides. Read them online, copy what you need or download a text version.

Enquiries & Appointments · Practical guide

Enquiry response templates that keep the next step honest

Six original responses for routine questions, missing details, owner review, slot conflicts, changes and respectful closure.

Read, download and use
Enquiries & Appointments · Practical guide

A practical checklist for enquiries and booking setup

Prepare information, responsibilities, calendar rules and exception tests before relying on a new enquiry process.

Read, download and use
Enquiries & Appointments · Practical guide

Measure enquiry handling without confusing bookings with sales

A practical method for defining the review period, response quality, open work and appointment outcomes.

Read, download and use

Explore related work

Collect what the team needs to make a decision →Keep appointment communication tied to the actual visit →Measure enquiry handling without confusing bookings with sales →

Questions worth answering

Is the 37.5% figure a Procora customer result?

No. It is three fictional confirmed appointments divided by eight fictional enquiries. It is not an attendance, sales, revenue or causal-performance claim.

A connected business journey

One next step leads to another.

  1. 01Enquiry & appointment ↗
  2. 02Quotation & decision ↗
  3. 03Accepted work & invoice ↗
  4. 04Appropriate next interaction ↗

This map explains how the work relates. Scope, ownership and availability are agreed at each hand-off; it does not mean every transition is automatic.

Selected service: Enquiry-to-Booking

Your next step

Tell us where the work gets stuck.

Describe the process you want to improve. We will save the enquiry for a scope review, confirm what is available and agree the next step with you.

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