How to Manage Customer Inquiries Received via Email?

Usman-Kanz · June 5, 2026, 12:01pm

How to Manage Customer Inquiries Received via Email?

Hey Everyone,

I would like to implement a customer inquiry workflow that starts from incoming emails.

Existing Customer Flow

Customer Inquiry (via Email) → Inquiry (New DocType) → Opportunity → Quotation → Sales Order → Sales Invoice

New Potential Customer Flow

Customer Inquiry (via Email) → Inquiry (New DocType) → Prospect → Opportunity → Quotation → Sales Order → Customer → Sales Invoice

Opportunity Logic

If the inquiry is from an existing customer, the Opportunity should automatically be linked to the Customer.
If the inquiry is from a new customer, the Opportunity should automatically be linked to the Prospect.

Purpose of the New Inquiry DocType

The purpose of the Inquiry DocType is to capture and manage all incoming email inquiries before they enter the standard ERPNext sales cycle.

This helps us:

Keep a complete record of all customer inquiries received by email.
Review and qualify inquiries before creating Opportunities.
Separate incoming inquiries from actual sales opportunities.

Questions

What would be the best approach to implement this workflow in ERPNext/Frappe?
Has anyone implemented a similar inquiry management process?
Would it make sense to have an Inquiry DocType as a standard ERPNext feature in the future?

Why Not Use Lead Instead of Inquiry?

For companies receiving inquiries mainly by email, the Lead DocType often becomes an unnecessary extra step.

Lead is designed for new potential customers, not existing customers. Many of our inquiries come from existing customers, so I would prefer a single Inquiry stage for both new and existing customers before creating an Opportunity.

Also, when a Lead is converted to an Opportunity and the Opportunity is later linked to a Customer or Prospect, the Lead can become disconnected from the actual sales process.

Creating Opportunities directly from incoming emails is also not ideal because many spam emails would end up becoming Opportunities.

I hope my requirement is clear. Any suggestions or best practices would be greatly appreciated.

Thank you.

Usman-Kanz · June 7, 2026, 4:04pm

github.com/frappe/erpnext

How to Manage Customer Inquiries Received via Email?

opened 04:04PM - 07 Jun 26 UTC

Usman-Kanz

feature-request

**How to Manage Customer Inquiries Received via Email?** Hey Everyone, I would …like to implement a customer inquiry workflow that starts from incoming emails. **Existing Customer Flow** Customer Inquiry (via Email) → Inquiry (New DocType) → Opportunity → Quotation → Sales Order → Sales Invoice **New Potential Customer Flow** Customer Inquiry (via Email) → Inquiry (New DocType) → Prospect → Opportunity → Quotation → Sales Order → Customer → Sales Invoice **Opportunity Logic** If the inquiry is from an existing customer, the Opportunity should automatically be linked to the Customer. If the inquiry is from a new customer, the Opportunity should automatically be linked to the Prospect. **Purpose of the New Inquiry DocType** The purpose of the Inquiry DocType is to capture and manage all incoming email inquiries before they enter the standard ERPNext sales cycle. This helps us: Keep a complete record of all customer inquiries received by email. Review and qualify inquiries before creating Opportunities. Separate incoming inquiries from actual sales opportunities. **Questions** What would be the best approach to implement this workflow in ERPNext/Frappe? Has anyone implemented a similar inquiry management process? Would it make sense to have an Inquiry DocType as a standard ERPNext feature in the future? **Why Not Use Lead Instead of Inquiry?** For companies receiving inquiries mainly by email, the Lead DocType often becomes an unnecessary extra step. Lead is designed for new potential customers, not existing customers. Many of our inquiries come from existing customers, so I would prefer a single Inquiry stage for both new and existing customers before creating an Opportunity. Also, when a Lead is converted to an Opportunity and the Opportunity is later linked to a Customer or Prospect, the Lead can become disconnected from the actual sales process. Creating Opportunities directly from incoming emails is also not ideal because many spam emails would end up becoming Opportunities. I hope my requirement is clear. Any suggestions or best practices would be greatly appreciated. Thank you.