Enquiry owners
Last updated: October 23, 2026
Every enquiry can have an owner: the team member responsible for moving it forward. When everyone can see who is following up with each family, enquiries don't fall through the cracks and two people don't end up calling the same family.
Why use enquiry owners?
Clear responsibility. Each enquiry has one named person in charge of the next step.
Nothing gets missed. You can find enquiries that don't have an owner yet and pick them up.
Easier handovers. When someone is away or changes role, you can see their enquiries and reassign them in a few clicks.
Better visibility for managers. Filter by owner to see each person's workload.
Assigning an owner
Open the enquiry.
In the summary panel, click the Owner field. It shows Unassigned if nobody owns the enquiry yet.
Choose a team member from the list.
You'll see an "Owner updated" message when the change is saved.
Changing or removing an owner
Open the enquiry.
Click the current owner's name in the Owner field.
Choose a different team member, or choose Unassigned to remove the owner.
Who can be an owner?
The list only shows team members who:
are active users, and
have access to the enquiry's location.
If someone you expect isn't in the list, check that their account is active and that they have access to that location.
Moving an enquiry to another location
When you move an enquiry to a different location, Lottie checks whether the current owner has access to the new location:
If they do, they stay as the owner.
If they don't, the enquiry goes back to Unassigned, and someone at the new location needs to pick it up.
Finding enquiries by owner
The enquiries table has an Owner column and an Owner filter. You can use them to:
see all enquiries assigned to one person
check your own enquiries by filtering on your name
find enquiries that still need an owner
Tips for getting the most out of enquiry owners
Assign an owner as soon as an enquiry comes in. New enquiries start as Unassigned, so agree as a team who picks them up.
Check unowned enquiries regularly. For example, review them at a daily or weekly team catch-up.
Reassign before someone goes on leave so families don't wait for a reply.
Frequently asked questions
Are new enquiries given an owner automatically?
No. New enquiries start as Unassigned. A team member needs to assign themselves or a colleague.
Can an enquiry have more than one owner?
No. Each enquiry has one owner, so it's always clear who is responsible.
Why can't I see a colleague in the owner list?
Only active team members with access to the enquiry's location can be owners. Ask an admin to check that your colleague's account is active and that they have access to that location.
Why can't I change the owner?
You need permission to edit enquiries to change the owner. Without it, you can see who owns an enquiry but can't change it. Owners also can't be changed on archived enquiries. If you think you need access, speak to your admin.
Why did an enquiry suddenly become Unassigned?
This usually happens when the enquiry moves to a different location and the previous owner doesn't have access to the new one. Assign someone at the new location.
Can I change the owner on my phone?
Not at the moment. You can see the owner on mobile, but you need to use Lottie on a computer to change it.
Does the new owner get a notification?
Not at the moment. Let your colleague know when you assign an enquiry to them, or ask them to check their enquiries by filtering on their own name.
Is a change of owner shown on the enquiry timeline?
No. The enquiry always shows its current owner, but past owner changes aren't listed on the timeline.
How do I see all the enquiries assigned to me?
Go to the enquiries table, use the Owner filter and select your name.
What happens to someone's enquiries when they leave?
Their enquiries keep showing them as the owner until you reassign them. Before someone leaves, filter by their name and reassign their open enquiries.