Notification emails and enquiry channelling

For our Basic and Enhanced service users, all notifications of enquiries will be sent to the same email addresses.  For our Premium and Platinum service users, you have the option to channel your enquiries to many different email addresses to ensure that the enquiry is quickly dealt with by the right person in your organisation giving you the best opportunity to turn an enquiry into a paying client.

This article will help all service levels set up the right email addresses to receive enquiry notifications to ensure you will never miss an opportunity to convert a potential client.

General Email 1, 2, 3

All service levels have access to 3 General Emails.  For Basic and Enhanced users, the email addresses entered into the General Email fields will receive all enquiry notifications (Phone number views, General, Care and Job Emails, Brochure requests and Tours).  Premium and Platinum service users also have the option to enter 3 General Emails.  On Premium and Platinum services, all General Enquiries (not care enquiries) will go to General Emails, they will also act as default email addresses if enquiry channelling is not set up for a particular enquiry type.

To add or edit General Emails navigate to your Carehome.co.uk Control Panel and use the left hand menu to select Profile Details>Update Profile Details and select the Address / Contact info menu.  If you are using a group Control Panel account you will need to navigate to Profile Details>Care Homes then select "Update" next to the appropriate care home.

View for a single member Control PanelDisplay phone number

For Basic and Enhanced service users all phone enquiry types will be sent to the "Display Phone Number" found in the same Address / Contact Info menu in the Control Panel.  Premium and Platinum service users also have the option to enter a "Display Phone Number" which will be used if now phone channelling is set up.

Enquiry channelling - Premium and Platinum service

If you have a Premium or Platinum service you have the option to channel different types of enquiries to different email addresses or phone numbers.  For example, you can send care enquiries to your admissions team and funnel job enquiries to your HR department.  It means that your teams are not alerted when notifications that don't concern them are sent to your organisation.  When they do receive a notification they will know that the enquiry needs action from their department straight away.  For care enquiries this efficiency could lead to more admissions as a care seeker is contacted quickly by the right department and their questions quickly answered.

To set up enquiry channelling for emails and telephone numbers, again navigate to the Profile Details menu.  Premium and Platinum service users will see more fields for email addresses and telephone numbers.

Email options

For each different type of enquiry you have the option to enter 3 different email addresses.

Here are the explanations of what enquiries are sent to each option:

• General Emails receive all general email enquiries generated on your profile.  General Emails will also receive all other enquiry types if there is not at least one email address entered in the other email fields.
• Email addresses entered in the Care Emails fields will get sent all care email enquiries generated on your profile.  If not Care Email is specified, Care Email Enquiries will go to the General Emails.
• Email addresses entered in the Book a Tour Emails fields will receive all tour bookings generated on your profile.  If a Book a Tour Email is not entered, these will default to being sent to the General Emails.
• Jobs Emails will receive all job enquires generated on your carehome.co.uk profile.  Again, if no job email is entered here the General Emails will receive these enquiries.

Telephone options

Telephone enquiry tracking has a similar structure to the email channelling where:

• The Display Telephone will display when somebody clicks "General Enquiry" after clicking the "View Phone Number" button on your profile.  It will also be the default telephone number shown if the other telephone enquiry types are not channelled.
• The Care Enquiry Telephone will display when somebody clicks "Care Placement Enquiry" after clicking the "View Phone Number" button on your profile.  If nothing is entered here, the Display Telephone number will show.
• The Jobs Enquiry Telephone will display when somebody clicks "Job Vacancy Enquiry" after clicking the "View Phone Number" button on your profile.  If nothing is entered here, the Display Telephone number will show.

Telephone Channelling Options in the Control Panel 

Options seen by the end user on your public profile