This guide is for System Admins who look after the Contact Us form on their minisite. It explains which fields customers fill in, how to add the Enquiry Type subjects customers choose from, who receives each message and where to find and answer it. A System Admin is the staff role with full access to a course provider’s account. Your minisite is the public website Cademy provides for your business.
Contact Us form: The form on the Contact Us tab of your minisite, headed Send a message. Customers use it to send you a question.
Enquiry Type: A list of subjects customers choose from on the form, such as course bookings or company training. You create the subjects on the Profile page under Contact form dropdown.
Recipients: The team members who are told about a new message. You can choose different team members for each subject.
Which Fields the Contact Us Form Has and Whether You Can Change Them
The Contact Us form always asks for the same details, in this order:
Enquiry Type, only when you have added at least one subject. Customers must choose one.
First name and Last name
Email
Telephone
Message
Every field is required. When the customer selects Send message, Cademy runs an automatic spam check in the background. You cannot add, remove, rename or reorder these fields. The only part you control is the list of subjects under Enquiry Type, and who receives each subject.
If you need to ask customers other questions, such as their company or the number of people to train, create a General Form instead and share its link. See Create and Share a Survey or Enquiry Form (General Form).
The Contact Us tab is always shown on your minisite. Customers can also open the same form with the Contact Us button below the booking button on one of your course pages. A message sent that way is linked to that course.
Add Subjects to the Contact Form Dropdown (Enquiry Type) and Choose Who Receives Them
Use Contact form dropdown to add the subjects customers choose under Enquiry Type. The recipients you choose are members of your staff team. A User Group is a group of staff users, not a group of customers.
Open Profile in Cademy Admin and expand Profile Page Options.
Under Contact form dropdown, select Add Dropdown Option and enter a clear subject name.
If the person-icon dropdown is shown beside the subject, open it and use Search users to choose the staff users or groups who should receive messages with this subject. The dropdown is hidden when the account has fewer than two users and groups in total.
Repeat for other subjects. To remove a subject, select the red delete button beside it.
Check each subject name and its recipients, then select Save Changes at the top of the Profile page. This also saves any other pending changes on the page.
Select View Your Public Site, open Contact Us and check the Enquiry Type choices. You do not need to send a message to check them.
If you delete every subject and save, the form no longer shows Enquiry Type.
Who Will Receive Messages When a Customer Fills Out the Contact Us Form
Cademy chooses the recipients of a Contact Us message in this order and uses the first one that is set.
Message sent from the Contact Us tab:
The recipients chosen for the subject the customer picked.
The account’s Admin Email Recipients, set in Settings > User Management.
Every System Admin of the account.
Message sent from a course page:
The course’s own Admin Email Recipients, set in the course’s Settings > Course Owners.
The account’s Admin Email Recipients.
The recipients chosen for the subject the customer picked.
Every System Admin of the account.
If the chosen users or groups no longer include anyone, for example an empty User Group, the email goes to the business Email Address on the Profile page. To set the account’s or a course’s Admin Email Recipients, see “Configure Admin Email Recipients” in Choose Facilitator Emails and Calendar Invitations.
How Recipients Are Told About a New Message
Each recipient gets an alert in Cademy Admin. If a recipient does not have Cademy Admin open when the message arrives, Cademy emails them instead. If they have Cademy Admin open, they see the alert there and do not get an email. An email is not guaranteed, for example when emailing is restricted for the account.
The email subject starts with “Re:”, then the customer’s name and the start of their message. The email shows the customer’s name, email address, phone number and message, and the course when the message was sent from a course page. Cademy also emails the customer to confirm that their message was received.
If You Did Not Get an Email When a Customer Sent a Contact Us Message
Open Inbox in Cademy Admin and search for the customer’s name or email address. Every message sent with the form is saved there, whether or not an email arrived.
Check who received it, using the order above. If the subject has its own recipients, or the course has its own Admin Email Recipients, only those people are told.
If you had Cademy Admin open when the message arrived, you got an alert there instead of an email. Open Inbox to find the message.
Ask the recipient to check their spam or junk folder.
Where Contact Us Messages Go in Cademy: Find and Reply in Inbox
Each Contact Us message starts a conversation in Inbox in Cademy Admin. The conversation shows the subject the customer chose under Subject, the message, and the course when the message was sent from a course page. Cademy also finds the customer’s contact record by email address, or creates one if none exists.
Reply in the conversation, or reply to the notification email. For replying, assigning a conversation to a colleague and closing it, see Reply to Customer Messages and Enquiries in Inbox.
Why an Enquiry Message Reached You Without an Enquiry Type Tag
A message reaches you without an Enquiry Type in these cases:
You have not added any subjects under Contact form dropdown, so the form does not show Enquiry Type.
The message was sent before you added your subjects.
The message did not come from the Contact Us form. For example, a customer replied to an email from you, and the reply was saved in Inbox.
Without an Enquiry Type, messages from a course page use the course’s Admin Email Recipients first, then the account’s. General Contact Us messages start with the account’s recipients. If none are set, Cademy notifies System Admins. To have every message sorted by subject, add at least one subject and save the Profile page.
Related Guides
Frequently Asked Questions
Can I hide the Contact Us tab on my minisite?
No. The minisite always shows the Contact Us tab. You choose who receives its messages.
Why is there no person icon beside my subjects?
The recipient selector is hidden when the account has fewer than two users and groups in total. Messages then go to the next recipients in the order described under “Who Will Receive Messages When a Customer Fills Out the Contact Us Form”.
Can a customer choose more than one subject?
No. Enquiry Type is a single choice from your list.