Portal inquiries

Property and car portals send you an email for every inquiry. Deskwoot reads these mails and turns each one into a normal conversation with the person who asked as the contact, never the portal's sender address. Your team and Fynn answer there, and every reply goes to the right address. It works with Immowelt, Kleinanzeigen (property and cars), mobile.de, AutoScout24, Homegate, ImmoScout24.ch, Flatfox, Comparis and Newhome.

What you get

• The person as the contact: Deskwoot reads their name, email address and phone number from the portal's mail. When the person writes again through the portal, the mail lands in the same conversation.
• Only their own words: the message shows what the person wrote, without the portal's text around it. When they wrote nothing, it names the listing and what they asked for, for example a viewing or a call back. Show original mail under the message opens the portal's mail as it arrived.
• The portal in sight: the message and the conversation's header say via and the portal's name. In the Details tab, the section From and the portal's name shows the listing or vehicle, its number at the portal, your reference, the price in the inquiry, the phone number, what the person asked for, where replies go and a link to open it on the portal.
• Your listing linked: with Propstack or Justimmo connected, a property inquiry that names your own reference number is linked to that listing, so Fynn and your team see its current data.
• Fynn knows the inquiry: he knows the portal, the listing and the price the inquiry showed. He never asks for an email address the reply already reaches, and never asks again for a phone number the person gave.

Deskwoot only treats a mail as a portal inquiry when it can check that it really comes from the portal. A mail that only looks like one stays a normal mail.

Getting started

1. Go to Settings > Integrations and open Portal inquiries under Website and leads.
2. Under Your portal address, copy your address. If you have none yet, click Create a portal address. Deskwoot picks the address for you, from your workspace name. This creates an email inbox for portal inquiries with an address that ends in @mail.deskwoot.com.
3. Give the address to your portals. There are 3 ways:
   • Enter your portal address as the inquiry email in your portal account. This works best: the portal sends straight to Deskwoot.
   • Your mailbox is already connected to Deskwoot. Then there is nothing to do: portal mails that land there arrive too.
   • Add a rule in your mailbox that passes portal mails on to your portal address. For Kleinanzeigen use a redirect rule, not a forward: a forward loses the address that sends your replies back through Kleinanzeigen.

Each portal on the page has How to set it up with its own steps. For example, in My Immowelt open Verwaltung > Einstellungen > Immowelt-Konfiguration > Kontaktanfragen, enter your portal address and turn on the OpenImmo Feedback XML attachment. At AutoScout24, open My Account > Email management and add your portal address for the notification type Email inquiries.

Each portal shows Receiving with the date of its last inquiry once inquiries arrive, or No inquiry yet.

How replies work

• Through the portal: some portals, like Kleinanzeigen, give each inquiry its own reply address. Your reply goes there, and the portal passes it on to the person. The person's own address stays hidden.
• To the person's email: when the inquiry carries the person's email address, your reply goes there. On Homegate, ImmoScout24.ch and Flatfox it goes there too, so it does not show in the Flatfox Messenger.
• Only by phone or on the portal: when the person left only a phone number, no email reaches them. The reply area says so, Fynn does not answer, and your team calls the person or answers on the portal.
• The newest mail decides: when the person later writes from their own email address, your replies go to that address.

Reply from the address you use at the portal, so the portal accepts your replies. With the portal address entered at the portal, that is already the case.

Summary

Create your portal address under Settings > Integrations > Portal inquiries and enter it at your portals. Every inquiry then becomes a conversation with the person who asked, shows its portal and listing, and every reply goes to the right address.

Frequently asked questions

Inquiries show the portal as the sender instead of the person. What can I do?

Then Deskwoot keeps them as normal mails from the portal. Some mailboxes change mails when they pass them on, so Deskwoot cannot check that they really come from the portal. Enter your portal address at the portal instead. If you forward from a mailbox that is not a team member's, add it as a trusted forwarder in the inbox settings.

Can I forward the mails as an attachment?

No. Use a redirect rule or a normal forward. For portals that answer through their own reply address, use a redirect rule.

Why is the phone number not on the contact?

Nobody checked the phone number typed at the portal. Deskwoot writes it on a contact only when the inquiry created that contact and no other contact has the number. Otherwise it shows in the section of the portal in the Details tab.