Check website enquiries actually reach your team

What this means for your practice

Separate the website receiving an enquiry from the working system accepting it. Give failed transfers an owner and make the visitor's confirmation match the stage actually reached.

Questions to take to your supplier

Pause the receiving connection in a test environment and submit fictional details. Who sees the undelivered enquiry, and how can staff handle it through the agreed fallback? The visitor's wording should accurately explain receipt without inventing a confirmed booking or guaranteed response.

Agree the working process

Draw the journey from the visitor pressing submit to the receiving team accepting responsibility. Identify what success means at each stage and which stage the public confirmation describes. If the website has received the details but a connected tool has not, there should be an owned process for that gap. Ask the supplier how unresolved transfers are retained and made visible under the organisation's information-handling arrangements. Reception needs a practical fallback, with a way to avoid creating duplicates when the connection later recovers.

Test a failure before receipt, a failure after website receipt and an uncertain receiving response. The visitor's wording should match each situation without inviting repeated submission unnecessarily. Give the business owner a view of items still waiting to reach the working system. Review the oldest unresolved item as well as the number of failures. An integration can appear generally healthy while a small number of enquiries remain stranded, and those individual gaps matter to the people who contacted the practice.

How to check the result

Measure submissions received online but not accepted by the CRM.