Enquiry notifications

Overview

Found automatically sends email notifications to your team when new enquiries arrive or when activity is added to existing enquiries. This ensures everyone stays informed without having to constantly check the system.

This guide explains how notifications work, who receives them, and how to manage your notification settings.

What are enquiry notifications?

Enquiry notifications are automated emails sent when:

• A new enquiry is created – When someone submits an enquiry through your website, booking engine, or other integrated systems

• Activity is added to an enquiry – When someone responds to or updates an existing enquiry

Important: Notifications are only sent for enquiries created automatically through integrations. Enquiries created manually by your team do not trigger notifications.

Types of email recipients

There are three types of email recipients for enquiry notifications:

1. Subscribed users

Who they are:

• Team members who have opted in to receive enquiry notifications

• These are staff with Found accounts who have chosen to enable email notifications

What they receive:

• Notifications for enquiries at locations they have access to

• They will only be notified about locations they're assigned to work with

How they manage settings:

• Each user controls their own preferences in Settings > Profile > Notifications

• Users can turn notifications on or off for different event types

2. Unsubscribed users

Who they are:

• Team members who have opted out of receiving enquiry notifications

• These users have Found accounts but have chosen not to receive emails

What they receive:

• No email notifications

• They can still view enquiries in the system when logged in

How to change:

• Unsubscribed users can re-enable notifications at any time in their personal settings (Settings > Profile > Notifications)

3. External inboxes

What they are:

• Email addresses that are not linked to a Found user account

• Used to forward enquiry notifications to external systems or team members without Found access

Common uses:

• Forwarding to a central operations email (e.g., reservations@yourhotel.com)

• Sending to external CRM or booking systems

• Copying external partners or contractors who don't need full system access

What they receive:

• Notifications for new enquiries and enquiry activity

• Limited contact details for privacy reasons

Central enquiry inboxes vs location-level external inboxes

Central enquiry inboxes

Purpose: Receive notifications for all enquiries across all locations in your organisation

Best for:

• Head office teams monitoring all properties

• Central reservations teams

• CRM systems that manage enquiries organisation-wide

Example: reservations@caregroup.com receives notifications for enquiries from all hotel locations

Who can manage: Workspace administrators only

Location-level external inboxes

Purpose: Receive notifications for enquiries at a specific location only

Best for:

• Location-specific teams (e.g., one hotel's front desk)

• Property managers responsible for individual sites

• Location-specific booking systems

Example: info@londoncarehome.com only receives notifications for the London location

Who can manage: Workspace administrators only

How to manage your personal notification settings

If you're a team member with a Found account:

1. Click on your profile icon in the top right corner

2. Select Settings

3. Navigate to Notifications in the left sidebar

4. You'll see a table with different notification types:

   • Enquiry created

   • Enquiry activity added

   • Task assigned

   • Task daily reminder (for overdue or due-today tasks)

5. Use the toggle switch to turn each notification type on or off

6. Changes are saved automatically

Note: You'll only receive notifications for locations you have access to, even if notifications are enabled.

How to manage organisation-wide notification settings (Admins only)

If you're a workspace administrator, you can configure organisation-wide settings:

Accessing settings

1. Go to Settings in the main navigation

2. Select Workspace from the sidebar

3. Click on Enquiry Notifications

Configuring central enquiry inboxes

At the top of the page:

1. Look for the "Central enquiry inboxes" section

2. Add or remove email addresses that should receive notifications for all locations

3. These emails will receive notifications for every enquiry across your entire organisation

4. Click Save to apply changes

Configuring location-level settings

For each location, you'll see three sections:

Subscribed users

• Team members who have opted in to receive notifications for this location

• Shows their name, role (Staff/Manager/Admin), and status

• You cannot change individual subscriptions here – users manage their own preferences

Unsubscribed users

• Team members who have opted out of notifications for this location

• These users can re-enable notifications in their personal settings

• Shows who's missing notifications (so you can remind them if needed)

External inboxes

• Email addresses (not linked to Found accounts) that receive enquiry notifications for this location only

• Add email addresses to forward enquiries to external systems or team members

• Click Add email to include new addresses

• Click the delete icon to remove addresses

• Click Save to apply changes

Adding users to locations to receive enquiry notifications

If you need to add team members to a location so they can receive enquiry email notifications:

1. Navigate to Settings > Workspace > Enquiry Notifications

2. Find the location in question

3. Click "Add a user to this location" link

4. Follow the prompts to assign the user to the location with the appropriate role permissions

5. The user will then appear in the Subscribed section and will receive enquiry notifications moving forwards.

Understanding who gets what

Scenario 1: New enquiry arrives

Event: A customer submits an enquiry through your website

Who receives notifications:

• ✅ All subscribed users with access to that location

• ✅ All external inboxes configured for that location

• ✅ All central enquiry inbox addresses (organisation-wide)

Who does NOT receive notifications:

• ❌ Unsubscribed users

• ❌ Users without access to that location

• ❌ Users who haven't enabled the "Enquiry created" notification type

Scenario 2: Activity added to existing enquiry

Event: A staff member responds to an enquiry or adds notes

Who receives notifications:

• Same as Scenario 1 (if the activity qualifies as an update)

Scenario 3: User manually creates an enquiry

Event: A staff member creates an enquiry directly in Found

Who receives notifications:

• ❌ Nobody – manual enquiries do not trigger notifications

Best practices

For team members

1. Keep notifications enabled for enquiries if you're responsible for responding to them

2. Disable notifications only if you don't need to be in the response workflow

3. Check your location access – if you're not receiving expected notifications, you may not be assigned to that location

4. Use the system – Notifications are a backup; log in regularly to check for enquiries

For administrators

1. Use central inboxes sparingly – Only add addresses that truly need all enquiries organisation-wide

2. Use location-level inboxes for property-specific systems or teams

3. Review subscribed/unsubscribed users regularly – Ensure the right people are getting notifications

4. Don't rely solely on external inboxes – Ensure at least some Found users are subscribed to each location

5. Test your setup – After making changes, submit a test enquiry to verify notifications arrive as expected

For email management

1. Avoid personal email addresses in external inboxes – Use team or role-based addresses (e.g., reservations@, not jane.smith@)

2. Document external inboxes – Keep a record of which external systems are receiving notifications

3. Regularly audit – Remove old or unused email addresses to reduce notification spam