Your enquiries, by name.
Who got in touch this week, and who's still waiting? Your Monday note has a short list: who contacted you through your website, what they wanted, and who hasn't had a reply yet. If someone has waited longer than you'd like, we send you a short nudge. It comes with every plan.
In one sentence: the enquiry digest turns "I think the website brings in a few people" into a named list you can act on: the forms, booking requests and quote requests we can see, with the person's name, what they asked about, and whether anyone has replied.
Why keep one list of enquiries?
Most owners don't lose enquiries because they don't care. They lose them because enquiries arrive in five different places, at awkward times, while they're busy doing the actual work. These are three patterns we see again and again. Names and numbers changed for illustration.
The quote request that sat in a shared inbox
A kitchen fitter's contact form sends to an info@ address that three people can read. Each assumes someone else replied. A customer asking for a full kitchen quote waits four days, then books the firm that rang back first. Nobody noticed, because nobody was counting.
The Friday night booking request
A physiotherapy clinic gets a new patient request at 9:40 on a Friday night. Reception sees it on Monday under 30 other emails. By then the patient has booked somewhere else. The clinic thinks "the website doesn't bring in much", when the truth is that it did, and the request simply wasn't seen in time.
The numbers that don't add up
A wedding venue's old agency reported "212 conversions" a month. That figure included spam, the agency's own test messages, and people who clicked a phone link but never called. The owner couldn't match it to a single real couple. Big numbers that you can't check aren't reassuring. They make it harder to know what's working.
The digest is built to help with all three: one list, in one place, with real names, and a count you can check against your own diary.
What do we do?
| What we do | When | What you see |
|---|---|---|
| Watch the enquiry routes on your site: contact forms, quote forms, booking requests | Ongoing | Each enquiry, with first name, last initial and what it was about |
| Spot enquiries still waiting for a reply | When one has waited longer than you'd like | A short nudge by email or WhatsApp, with the name and what they asked |
| Remove spam, duplicates and our own test enquiries | Before we count | A number you can check against your inbox |
| Count taps on your phone number, WhatsApp and "Get directions" links | For your Monday note | "Taps", clearly labelled, never called "calls" |
| Group what people asked about most | In your Monday note | The top three topics, in your customers' own words |
| Show the month by week and by route | Monthly page | Forms, bookings and taps side by side, compared with last month |
How do you count enquiries?
We only count what we can actually see, and we label it exactly. That sounds obvious, but it's where most reports go wrong. Here's how each thing shows up:
- A form that arrives. One enquiry, by name. If the same person sends it twice in ten minutes, it's still one.
- Spam and bots. Not counted. We take them out, so "Crypto offer" doesn't clutter your list.
- Our own test enquiries. Not counted. We test your forms regularly as part of forms and bookings tested, and take those out.
- A tap on your phone number. Shown as a tap. We can see the tap, but not whether the call connected or whether you answered, so we show it as a tap.
- A phone call or walk-in we can't see. Not in the list, because we can't see it.
Clinic-safe by default
For health practitioners, dentists and anyone else who handles sensitive information, the note shows a first name and the type of visit, like "Sarah, new patient appointment". Symptoms and message details stay out. The full message stays in your own inbox or booking system.
How do reply nudges work?
An enquiry comes off the waiting list when you tell us it's answered (one tap on the nudge, or a quick reply), or when we can see it turned into a booking in a tool we look after. If we can't tell either way, we say "not marked as answered yet".
When an enquiry has waited longer than the time you pick, we send you one short nudge with the name and the question. A few hours suits many businesses. A plumber might want two hours. A wedding venue might be happy with a full day. You decide, and you can change it any time.
People check you out, then they reach out.
By the time someone sends a form, they've usually read your reviews, looked at your site and picked you. That's the moment a slow reply costs the most.
of people visit a business's website after reading positive reviews about it
go on to contact the business directly after reading positive reviews
of calls to healthcare businesses went unanswered, in 1.1 million small business calls studied
Monday, 8:00
Hi Priya, 14 enquiries last week. One still waiting.
- 9 booking requests, 5 contact forms, all by name below
- Still waiting: James P., new patient appointment, sent Saturday 7:15 pm
- Most asked: Saturday availability, parking, insurance
- 38 taps on your phone number, 12 on "Get directions"
- Sarah M., Leo T., Hannah W.: new patient appointments
- Ravi S., Emma C.: follow-up visits
First names and visit type only.
Names and numbers changed for illustration.
A list you can read over coffee and act on before 9.
Capture is the second section of your Monday note. It opens with one line on the week, then names. Anyone still waiting is at the top, because that's the person you can still win today.
- Names and the reason they got in touch
- Who's still waiting, and since when
- What people asked about most, in their words
- Taps on your number, labelled as taps
What happens after someone presses "Send".
A Tuesday at a small plumbing firm, to show where we fit in and where we don't.
The form arrives
Peter asks about no hot water. The form goes to your inbox, as it always has. We see it arrive and add it to this week's list.
Tuesday, 11:02It waits
You're under a sink all morning. Your chosen wait time is 2 hours, and Peter's enquiry isn't marked as answered yet.
Tuesday, 13:02One nudge
You get a WhatsApp: "Peter D., no hot water, waiting 2 hours." One message. No chasing, no alarms.
Tuesday, 13:03You reply
You call Peter back and tap "answered". On Monday he shows in your note as answered.
Tuesday, 13:20Names and numbers changed for illustration.
Every plan. Even the smallest one.
We think knowing who contacted you is as basic as knowing your site is online. So it's in Keep, Grow and Full Care, with no add-on fee.
Keep
$100 / month
Protect in full, plus your enquiries by name and your weekly note.
- Everything on this page
- Reply nudges for waiting enquiries
- Weekly note and monthly page
Grow Recommended
$250 / month
Keep, plus we find and fix where visitors give up before they enquire.
- Everything in Keep
- Where enquiries get lost: forms, booking, calls
- Review replies and listings care
Full Care
$500 / month
All three pillars, with trend lines so you see the year, not just the week.
- Everything in Grow
- Trend lines for enquiries over time
- Review requests to your customers
What's not included?
The digest is a clear view and a gentle nudge. These sit outside it:
- Replying to customers for you. Your customers hear from you, not us. If you'd like new enquiries to get an instant first reply, see instant enquiry reply, an add-on.
- Answering or recording phone calls. We count taps on your number, not calls. For calls you miss, see missed-call text-back.
- Replacing your booking or practice software. We work alongside what your office already uses.
- Guessing value. No revenue estimates, no "this month's enquiries were worth $12,400". We can't know that honestly.
- Forecasting more enquiries. We show you the real number, not a prediction of what it will be.
How does this compare with doing it yourself or using a freelancer?
| What you get | Doing it yourself | A freelancer | Penguina |
|---|---|---|---|
| Your enquiries listed by name | If time allows | Rarely | In your Monday note |
| Nudge when someone has waited longer than the time you choose | No | No | Yes |
| Spam, duplicates and tests removed from counts | By hand | Sometimes | Yes |
| Phone taps labelled as taps, not calls | Depends | Depends | Yes |
| Clinic-safe: first name and visit type only | Up to you | Varies | By default |
| Forms tested so the list is complete | Rarely | When asked | Yes, regularly |
| Who owns the enquiry data | You | Often theirs | You, always |
What "by name" means in your line of work.
Physiotherapy clinics
New patient requests often arrive in the evening, after work or after an injury. The note shows "new patient, first visit" and a first name, not the injury. Reception sees who's waiting first thing.
Plumbers
"No hot water" can't wait until Monday. Most trades pick a short nudge time, so an urgent job doesn't sit in an inbox while you're on another call-out.
Wedding venues
Couples enquire about a date, then often contact several venues the same evening. The digest groups enquiries by the date asked about, so you see demand for each weekend.
Questions about your enquiries, by name.
Something else? Ask in the chat, email hello@penguina.website or WhatsApp us.
Do you read my customers' messages?
Only as much as we need to list them: a first name, last initial and a short label like "boiler service" or "new patient appointment". The full message stays in your inbox or booking system. For health businesses, symptoms and conditions stay out of the note.
Will you reply to my customers for me?
No. The digest tells you who's waiting. You, or your team, reply in your own words. If you'd like an automatic first reply, that's a separate add-on called instant enquiry reply.
How do you know if I've replied?
You tell us with one tap on the nudge, or we can see the booking appear in a tool we look after. If we can't tell, we say "not marked as answered yet".
Why do you say "taps", not "calls"?
Because a tap is all we can see. Someone tapping your number might call, hang up, or change their mind. Calling it a call would make the number look better than the truth, and we'd rather you trust it.
Does it work with my booking system?
Usually, yes. We look at what your site uses during your first fix. Some booking tools let us see new requests; others only send you an email, and then we work from the form side. We'll tell you exactly what we can and can't see before you pay anything.
Can my receptionist or office manager get the nudges instead?
Yes. Nudges can go to whoever handles enquiries, by email or WhatsApp. The Monday note can go to you, them, or both.
Will this get me more enquiries?
The digest helps you see, and answer, the enquiries you already get. On Grow, we also work on fixing where visitors give up before they ever get in touch.
Sources for the figures on this page
Not sure where to start? Send us your website.
We look at it the way a customer would, find up to 3 real problems, and fix one of them free. No call needed.