Manage Partner enquiries, messages and the customer journal

Enquiries are customer conversations that may begin from a public Partner profile. Keep the complete conversation in ShareDay where possible so the business has a clear record and team members can see what has happened.

Before you start

Sign in to the correct ShareDay account and, if you manage more than one business or event, check the name shown in the account switcher before making changes.

How to do it

1. Open Enquiries or Messages from the Partner Portal. Use the unread count to find conversations that need a response.
2. Open a conversation and read the original request, contact details, timestamps and any earlier replies before answering.
3. Reply with the information the customer needs: availability, what is included, next steps, time limits and any important conditions. Attach only relevant files that are safe to share.
4. Record useful notes or updates in the customer journal when the portal provides that option. Separate internal notes from messages that will be sent to the customer.
5. When the enquiry becomes a booking, use the booking workflow rather than treating a message as a confirmed booking.
6. Download the contact or booking journal PDF when a durable record is needed, then store it according to the business’s privacy and retention obligations.
7. Mark work complete only after the customer has received the answer or the next required action is clearly recorded.

Important details

• Unread counts belong to the selected business and may include customer messages or booking-related replies.
• Do not put passwords, full card numbers, unnecessary health information or unrelated personal information into messages.
• ShareDay messages support the conversation but do not replace a clear quote, booking confirmation or the Partner’s own legal obligations.

If something does not look right

• If a reply appears missing, refresh the conversation before sending it again to avoid duplicates.
• If an attachment will not open, verify its type and size and ask the sender to resend a safe copy rather than using unknown external download links.

Need help? Use the Help Centre contact form and include the business or event name, the page you were using, and what you expected to happen. Do not send passwords or full payment-card details.