WEBVTT

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A saved enquiry needs someone responsible and a clear next step.

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Open Emma's lead and check Assigned agent.

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Maya is handling this enquiry, so keep her assignment.

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Now open Tasks on the lead and add a task.

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Write 'Confirm Emma's viewing', set it for today at four, and check

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the task's assignee.

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Because you started from Emma's lead, the task is linked to her enquiry.

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Save, then check it in the lead's task list.

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Maya can now see what needs to happen and when.

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Update the task when the confirmation has actually been done.