The quick answer
Open Website enquiries, read the submitted answers and reply using the available channel. Direct the customer to the correct experience or application page. If approval is required, review the application before requesting payment. Count the guest as booked only after the booking and any required payment are confirmed.
Follow these steps
Open Marketing → Audience → Website enquiries, find the customer's submission and read its source and answers.
Confirm which experience, date and ticket option the customer needs. Check availability before promising a place.
Use Reply by email where available, or open the connected Inbox conversation for the appropriate channel.
For direct booking, share the correct public booking page. Use a recipient-specific payment link only when that is the intended sales flow and you have reviewed its ticket and recipient details.
For an application or Pay After Approval flow, send the application page, review the resulting request in Submissions, and accept the suitable request before collecting payment.
For an unpaid payment request, inspect its status before resending or replacing a link. Follow up using the appropriate tool and permission.
Check the experience's confirmed booking or payment records. An enquiry marked Replied, a sent link or a submitted application does not itself confirm admission.
Update your customer notes or follow-up record so the next teammate can see what was agreed.
Good to know
- The Continue action after a website enquiry can open an experience or hosted form; the customer still needs to complete that next flow.
- Preapproval skips manual approval for a verified eligible guest; it does not waive payment on a paid experience.
- Review consent and relevance before turning an enquiry into a promotional campaign recipient.
If something isn’t working
- If you see an enquiry but no booking, check whether the customer completed the next action or still needs approval or payment.
- If the payment succeeds but the guest is not confirmed, inspect the recorded payment and admission status before asking them to pay again.
- If another teammate already replied, read the latest conversation and notes before following up.
Still need help? Include the club, screen, action and error message so our team can find the right issue.
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