Approving and declining enquiries
How to handle a new customer enquiry from Telegram or your desktop, and what the customer sees at each step.
Every enquiry that lands on your dashboard has two main actions: Approve or Decline. There is no wrong answer — you're the one deciding whether the job is a fit for your diary.
Approving an enquiry
Approving sends the customer a link so they can pick a slot for you to visit and quote. You can approve from Telegram (tap the green ✅ Approve button on the enquiry ping) or from your desktop at Dashboard → Enquiries → the enquiry → Approve and send booking link.
Under the hood, approving does three things:
- Sets the enquiry status to awaiting quote visit.
- Mints a one-time booking link, valid for 30 days.
- Emails the customer with the link so they can pick a slot from your Google Calendar availability, respecting your working hours and any blocked times.
You'll see the enquiry move to awaiting quote visit on your list and a Telegram ping will follow once the customer picks a slot.
Declining an enquiry
Declining marks the enquiry as declined and stops it from cluttering your dashboard. It does not send the customer an email — TradesOps stays quiet by default so you can decide whether to reach out yourself.
If you'd like to reply first (for example, to explain that you're booked out for six weeks or that the postcode is outside your area), open the enquiry detail and use the reply box before declining. Your reply threads back into the same conversation if the customer writes back.
What if I change my mind after approving?
If the customer hasn't picked a slot yet, open the enquiry detail and use Resend booking link — the old link stays valid, and the customer just gets a nudge. If you want to withdraw the invitation entirely, decline the enquiry and email the customer directly to let them know.
Tips
- Approve or decline the same day. A slow reply is the biggest reason enquiries go cold.
- Use IntelliQuote's job summary to sanity-check the postcode and job type before you decide.
- If the enquiry looks like spam, decline it. TradesOps's honeypot catches obvious bots, but not everything.
Related
Stuck? Email help@tradesops.uk.