Enquiry details - WorldVisa knowledge center

The Lead info panel in WorldVisa CRM keeps the client’s details and your enquiry actions close at hand. Use it to contact the client, check what needs attention, manage their enquiries, and add family members who are applying with them.

Understand the lead info panel

Before you start work, check the selected enquiry and its owner. The client may have several enquiries, each with its own progress and follow-up work.

Lead workspace with enquiry tabs, the Lead info menu, quick actions, suggested next action, and Add dependent highlighted

Information	What it tells you
Client name and profile ring	The person you are helping. Hover over the ring around their photo to see the profile completion percentage.
Temperature	The enquiry’s current temperature, such as Warm. This is separate from its stage and status.
Enquiry reference	The reference below the name identifies this enquiry. Hover over it to find the copy button when you need to share the reference with a colleague.
Last activity	When the enquiry record was last updated. This does not necessarily mean the client contacted you at that time.
Status	The current situation within the enquiry, such as No contact or Info gathering.
Stage	The broader milestone in the lead journey, such as New, Contacted, or Proposal.
Source	Where the enquiry came from. Visibility depends on your access.
Assigned	The staff member responsible for this enquiry. If you have the required access, select this row to choose another eligible owner.
Created	When this enquiry was created.

Contact the client

The shortcuts below the client’s name help you take action without leaving the workspace.

Action	What happens
Mail	Opens the email panel for the client. Connect Gmail to WorldVisa Mailbox before sending email.
Call	Opens the softphone and starts an outbound call to the client.
More	Opens the meeting options: Instant Meeting, Schedule meeting, and Lawyer consultation.

Use What’s next

What’s next shows suggested actions for the enquiry. For example, you may see Reconnect via email. Select a suggestion to open the relevant panel or page, then review the details before taking action. The suggestions can change as the enquiry progresses. Use them alongside the client’s history and any outstanding tasks.

Switch between enquiries

A client may be interested in more than one service or destination. When they have multiple enquiries, these appear as tabs above the workspace, with the service name and destination flag. Select a tab to open that enquiry. Before updating details, arranging a meeting, or taking the next step, check that you are working on the right service and country. For example, a client’s Canada Permanent Residency enquiry and Australia Permanent Residency enquiry are separate pieces of work, even though they belong to the same person.

Create a new enquiry

If an existing client wants help with another service or destination, open the three-dot menu beside Lead info and select Create new enquiry. You can also use the + beside the enquiry tabs when the tab strip is visible.

Create new enquiry drawer with service, destination country, owner, and lead source fields

Select the Interested service.
Select the Destination country.
Choose Assigned to, if this option is available for your role. The available staff and default assignment follow your access and the assignment rules described in Lead creation.
Select the Lead source, if shown, to record where this enquiry came from.
Select Create new enquiry.

You do not need to create the client again. The enquiry uses their existing client record.

Selecting the same service and country does not always create another enquiry. Depending on the existing enquiry’s state, the system may open it or reopen a previous enquiry instead. Review the enquiry that opens before continuing.

Change service or country

Use Change service or country when the selected enquiry needs correcting or the client’s plans have changed. For example, they may decide to pursue Australia instead of Canada. If the client wants to pursue both destinations, use Create new enquiry so each enquiry can be followed up separately. Open the three-dot menu beside Lead info, then select Change service or country.

Select the new service or destination, then choose Save changes. The button becomes available after you change a selection, provided the enquiry can be updated.

What stays with the enquiry

Changing the service or country updates the selected enquiry. Its owner, stage, notes, tasks, and invoices stay attached. The profile sections follow the new service, and a visa profile for the new country is added when needed. Other enquiries belonging to the client are not changed.

Why a change may be blocked

Condition	What you need to know
Your access does not allow the update	Being able to view an enquiry does not always mean you can change it. Ask the enquiry owner or your team leader for help.
A service invoice is already with the client	The service and country are locked while an issued service invoice remains active. The drawer identifies the invoice involved.
A service invoice holds a payment	A full or partial payment can lock the service and country. Any payment correction needs to go through the appropriate refund process.
Another open enquiry already exists	You cannot change this enquiry into the same service and country as another open enquiry for the client. Review the existing enquiry instead.
An attached dependant is not allowed	The selected service or country may not support an existing dependant’s relationship. The drawer identifies who needs attention; nobody is removed automatically.

Follow the reason shown in the drawer and speak with the responsible team before making invoice, payment, or applicant changes. Report invoices do not lock the service and country in the same way as service invoices.

Add a dependant

Use Add dependent to include a spouse, child, or another eligible family member who is applying with the main applicant on this enquiry. If dependants have already been added, use Add more.

Add dependent applicant drawer showing personal details, the selected main applicant, and the relationship field

The main applicant is already selected from the enquiry. Enter the dependant’s details and choose their Relationship to main applicant, then select Add dependent.

Field	What to enter
First name	Required. Enter the dependant’s first name.
Last name	Add their last name when available.
Email address and phone number	Both are required for a spouse or partner. For other relationships, requirements follow the selected relationship. Use the person’s own contact details when provided.
Date of birth	Required for a child. Add it for other dependants when available.
Main applicant	Check that the person shown is the main applicant for this enquiry.
Relationship to main applicant	Required. The relationship must be allowed for the selected service and destination.

If you enter an email address or phone number that matches an existing client, review the existing-client information before submitting. This helps you use the person already known to WorldVisa instead of creating a duplicate.

Conditions to check

The main applicant cannot be added as their own dependant.
The same person cannot be added twice to the enquiry.
Only one spouse or partner can be attached to an enquiry.
The service and destination determine which relationships are allowed.
Applicants are managed from the main applicant’s enquiry. If the panel names another person as the main applicant, applicant changes are unavailable from the enquiry you have opened.
Once an application has finished or progressed beyond the permitted stage, applicant changes can be restricted. Follow the message shown by the system.

Manage an existing dependant

Where your access allows it, the menu beside a dependant provides two actions:

Action	What it does
Remove dependent	Removes the person from this enquiry’s applicants and the related case, if one exists. Their client record is kept.
Make separate applicant	Removes them from this enquiry’s applicants and opens their own enquiry for the same service and country. If they already have an open enquiry for it, that enquiry is used. They need an email address and phone number that no other client has.

Review the confirmation before choosing either action. The same applicant-change restrictions can apply.

Delete an enquiry

If your access allows it, Delete enquiry appears in the three-dot menu beside Lead info. Use it only when the selected enquiry should be removed. Deletion keeps the client and their other enquiries. It removes the selected enquiry and its draft invoices, and cancels its open tasks.

Deleting an enquiry cannot be undone. Converted enquiries and enquiries with an invoice that has already been sent cannot be deleted. Check the service and destination in the confirmation before proceeding.

​Understand the lead info panel

​Contact the client

​Use What’s next

​Switch between enquiries

​Create a new enquiry

​Change service or country

​What stays with the enquiry

​Why a change may be blocked

​Add a dependant

​Conditions to check

​Manage an existing dependant

​Delete an enquiry

Understand the lead info panel

Contact the client

Use What’s next

Switch between enquiries

Create a new enquiry

Change service or country

What stays with the enquiry

Why a change may be blocked

Add a dependant

Conditions to check

Manage an existing dependant

Delete an enquiry