Agency tools

Inquiries

Where leads land, how the pipeline works, email routing, spam protection, and retention.

How a lead arrives

A visitor submits the inquiry form on a listing page — the Property Inquiry Form block, or the combined Property Contact & Enquiry card. Two things happen:

1. The inquiry is stored in WordPress under Inquiries → Inbox.
2. An email is sent to the address resolved for that listing.

Nothing depends on a third-party form plugin, and nothing is stored off-site.

The inbox

Inquiries → Inbox lists leads with Lead, Status, and Received columns, and counters across the top: Total leads, Unread, Open, Handled, Trash.

Opening a lead shows Lead details — the sender’s name, email, phone, message, and the listing they asked about.

Pipeline stages

Each lead carries a stage you set as you work it:

Uncontacted → Contacted → Qualified → Viewing → Won / Lost

Won and Lost are terminal. Separately, a lead is either Open or Handled — the handled marker records that follow-up is complete, and does not email anyone.

Under every lead there is a follow-up log: anyone who can open the lead writes down what happened, and each note keeps who wrote it and when. Nothing is overwritten, and the log is the same in wp-admin and in the agent panel. A lead that has been open for more than a day with nothing recorded against it carries a Waiting mark in both lists until someone acts on it. Notes are internal — they are never sent to the visitor.

Where the email goes

The recipient is resolved per listing, first match wins:

1. The assigned consultant’s Office inbox email
2. The assigned consultant’s Profile email
3. The agency inbox configured in settings
4. The fallback address
5. The WordPress admin email

Set the last two under Settings → General → Listing inquiry routing (agency inbox):

The email subject is Listing inquiry: {property title}, and the body carries the listing, its URL, and the sender’s name, email, phone, and message.

Test this before launch. Submit a real inquiry on a live listing and confirm delivery. If nothing arrives, WordPress mail is the usual culprit — install an SMTP plugin and send through a real mail service. Shared hosting mail() is frequently blocked or filed as spam.

Spam protection

Three layers, no CAPTCHA in the visitor’s way:

• A hidden honeypot field bots fill in and humans never see
• A per-IP rate limit of five submissions per minute
• A security token on every submission

If you need more — a spam wave, a scraped form URL — a developer can attach a challenge such as Turnstile through the provided hook. See Developer reference.

Retention and privacy

Settings → General → Inquiry retention (months) sets how long leads are kept; a daily job trashes older ones. Inquiries are also included in WordPress’s personal-data export, so a subject access request returns them with everything else.

Leads contain personal data. Decide a retention period deliberately, and mention inquiries in your privacy policy.

Who sees which leads

• Administrators and editors see every lead.
• Property agents see leads for their own listings, in wp-admin or the front-end dashboard.

See Agent dashboard for the agent-side inbox, including stage changes and trashing from the front end.

Troubleshooting