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Tradify integration guide

Tradify Phone Enquiries: Capture Messages and Cut Duplicate Admin

By MMD Solutions Ltd · Published · 3 min read

A customer can call while you are busy, email later and then ask about the same job on WhatsApp. We connect the enquiry workflow around Tradify so your team can see what has already happened.

Tradify Phone Enquiries: Capture Messages and Cut Duplicate Admin
Tradify Phone Enquiries: Capture Messages and Cut Duplicate Admin

Start with your existing enquiry process

Tradify documents an Enquiries workflow that can receive its web form and forwarded email. That provides context for designing intake, rather than treating every new channel as a separate list. We choose the delivery route around your account and how your team handles new work.

The goal is practical: preserve the message, identify the customer where possible and give someone the next action. The implementation can vary by client. You should not have to decide the technical transport before explaining where the enquiry belongs.

Keep the original message and the useful context

For a new caller, capture the number, received time and short job description, plus any name, postcode or preferred callback time they supply. Keep the transcript as the original message. If someone clarifies it on the return call, add the confirmed detail without presenting a machine guess as a fact.

For an existing customer, the more useful destination may be the current job or the colleague coordinating it. We agree when an enquiry should become new work and when it is an update to an ongoing conversation.

Example: an enquiry becomes a quote discussion

A caller asks about replacing a bathroom extractor fan and leaves a postcode. The team receives the message, confirms the property and scope, then decides what is needed to quote.

The callback owner records whether photos, an assessment or more information are needed. The request does not become a confirmed price or visit just because it reached the system. Once a quote exists, keep the reply and follow-up connected to that quote so a colleague can pick up the conversation.

Our quote follow-up templates provide wording for that later stage. Set the reminder according to the customer’s situation and your existing process.

Agree a few handover rules

  • One owner reviews new enquiries and knows when cover is needed.
  • Known customers are matched carefully, with shared numbers sent for review.
  • A repeated technical delivery does not create another enquiry.
  • Staff can see a delivery problem and recover the message.
  • An accepted quote, declined enquiry or customer reply stops an inappropriate reminder.

These rules matter more than adding lots of fields. They make it clear who needs to act and avoid the “I thought someone else had called” gap.

Connect the channels around your team

Show us how you currently receive enquiries, create quotes and pass work between the office and the people on site. We build the phone connection to fit that routine and test both new and existing-customer messages.

If you are still using a paper list, the free callback tracker helps identify the minimum information to carry across. You can also read about keeping your existing phone number while trying a new message route.

Sources and review

Reviewed 17 October 2026. Tradify: enquiry form and forwarding-email setup.

The examples and checklists are written by MMD Solutions. Adapt the wording and working hours to your own business.

Plan the human follow-up too: use the free callback checklist and customer reply templates.

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Start with a free 15-minute conversation about the admin taking up your evenings. If there is a fit, choose Callback alone or add enquiry, quote and payment follow-up.

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From £49 for 30 days + £49 standard setup (£98 first payment), before any applicable VAT. Starts on activation. Continuing after day 30 needs your explicit agreement. No obligation to buy or join a mailing list.

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The paid pilot lasts 30 days from activation. Callback costs £49; Callback with either Enquiry & quote follow-up or Invoice & payment reminders costs £68; Callback with both additions costs £87. There is one £49 standard setup fee, making the first payment £98, £117 or £136 respectively. Prices are before any applicable VAT. Standard setup covers compatibility checks, standard configuration, message templates, testing and a handover, with up to one hour of setup time. We confirm availability, compatibility, scope and costs before you agree to start. Each addition includes 50 outgoing SMS segments per service month and normal customer replies. Long texts can use more than one segment. We notify you before the limit and pause additional automated messages at the cap. A £10 prepaid top-up for 100 outgoing segments needs your approval; no automatic overage charges. At day 30 you explicitly choose whether to continue at the same monthly price, held for your first three months. After that agreement, the service renews monthly; you can cancel the next renewal through the billing portal or by contacting us. If you do not continue, we agree how to return call handling to its previous setup. Existing customers pay £19/month per addition and one £49 setup fee to configure one or both additions. Custom integrations are scoped and quoted separately, with third-party fees and any maintenance agreed before work starts. Research participation, marketing and analytics are separate choices. Honest feedback is welcome; no positive review is required and the initial conversation carries no obligation to buy. Callback includes up to 20 voicemail messages or 20 processing minutes per service month, whichever is reached first, for one business number. Each message is counted separately and its duration is rounded up to a whole processing minute: a 20-second message uses 1 minute; a 61-second message uses 2. Messages are limited to 2 minutes. Unused allowance does not roll over. We confirm activation and reset dates, and how calls are handled at the limit, before activation. Extra callback usage must be agreed separately; there are no automatic paid top-ups.

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