NEW: Enquiry Dashboard
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      1. Help Centre
      2. NEW: Enquiry Dashboard

      How to Forward Your Email Enquiries to Another Team Member

      If You Forward Your Initial Enquiry Email to a Team Member, Their Response Won’t Reach the Client

      To track response times and keep all your communication within the dashboard, we create a unique email address for each of your enquiries. To ensure this works correctly, you need to reply to the enquiry from your main inbox or follow the best practices outlined below.

      1. How the Email Enquiry Feature Works

       

      When a client sends you an enquiry via Canvas, our system generates a unique, tokenised email address for that specific enquiry. This allows us to:

      ✅ Track response times
      ✅ Log communications in your Canvas dashboard
      ✅ Ensure smooth, traceable interactions between you and the client

       

      See here:

      2. Why Simply Forwarding Emails Doesn’t Work

       

      If you forward an enquiry email to a team member who isn’t set up as a user, the reply won’t reach the client.

      That’s because the unique tokenised email address—which ensures the message is sent correctly and tracked—is not carried over when forwarding an email without replying first.

      3. How to Ensure Your Replies Reach the Client

       

      ✅ Always hit “Reply” on the original enquiry email.This ensures your message is sent to the unique email address generated for that specific enquiry.

       

      ✅ Want someone else to reply?They must be set up as a user on Canvas and copied into the enquiry thread directly. Once set up, they’ll:

      • Receive enquiries in their inbox

      • Be able to reply using the correct tokenised address

      • Have their responses logged in the dashboard

      ✅ Keep the email chain intact.

      This helps Canvas (and you!) accurately track engagement, see who responded and when, and attribute bookings correctly.

      💡 Best Practice: Use the Canvas Dashboard

       

      If possible, respond directly from the in-app messaging tool in your Canvas dashboard.
      It’s the most reliable way to:

      • Keep all communication centralised

      • Track engagement

      • Improve visibility and conversion rates

      🔄 Forwarding Enquiries – The Right Way

       

      If you still need to forward an enquiry to another inbox:

      1. Ensure the recipient is a registered Canvas user.

      2. Once they’re set up, they’ll be copied into the enquiry emails automatically.

      3. They can then reply from their own inbox using the unique tokenised address.

      This ensures:

      • Their response reaches the client

      • It’s logged in your dashboard

      • We can see who replied and when

       

      🛠 Still Having Trouble?

      Reach out to our team—we’re here to support you! 🚀