D3CRM GUIDE
How to follow up on website leads with a shared inbox
A contact form captures interest; a shared process makes the next action visible. d3CRM combines enquiry statuses, assignments, notes, reply drafts, and scheduled follow-ups so a small team can work from the same context.
Triage new enquiries
Start with new or unread enquiries. Read the submitted answers, check same-email warnings for previous context, and assign a teammate. Same-email matches are prompts to review history, not proof that two submissions are duplicates. Mark irrelevant submissions as spam so they do not inflate the non-spam enquiry reports.
Prepare a useful first reply
Use a workspace reply template or write a personalised draft. d3CRM can copy it or open your email app; it does not send replies automatically. Review the recipient, subject, and message before sending. Move the enquiry to Contacted when you have actually contacted the person, so the shared status reflects your work.
Schedule the next action
Set a follow-up date and leave a note explaining the action. The agenda groups active enquiries into overdue, today, next seven days, and all scheduled. Dates use UTC. Won, Lost, and Spam enquiries are excluded. Changing a date schedules the task; it does not send a message or mark the lead contacted.
Build a repeatable daily view
Save a private inbox view for assigned-to-me, unassigned, or follow-up-due enquiries. Review overdue items and today's agenda, then reschedule or clear dates after completing the next action. Saved views belong to their creator and do not expand workspace access.
Review the result
Use Reports to review enquiry counts, current statuses, won enquiries, and reported campaign sources for a creation-date range. The lead-to-won rate describes that enquiry cohort, not website visitor conversion. First marked contacted measures the explicit status transition, not an independently tracked email or phone call.