Enquiries can come from a range of people — not just those who have already entered an event. The Inbox captures messages from:
Customers – people who have a relationship with you across one or more events. A customer may have entered several of your events, so the same person could appear as multiple participants in your system.
Participants – people entered into a specific event.
Prospects – people who are thinking about entering but haven’t yet booked. Your AI Support Agent can answer their questions and help convert them into entries.
Product customers – people who have purchased a product (such as merchandise) and have a question about their order.
Members – people registered as members of your organisation.
Beyond simply viewing messages, the Inbox also includes AI Insights — a powerful tool that analyses your enquiries to help you spot common questions and trends. This means you can proactively improve your event information and reduce the number of repeat enquiries coming in.
Where to Find the Inbox
From the left-hand menu, go to: Customer Service > Inbox
What You Can See in the Inbox
The Inbox displays all enquiries received, split into two tabs:
Open – enquiries that still need your attention.
Closed – enquiries that have been dealt with.
Each enquiry shows whether it came in via:
Email – sent directly to you.
AI Chat – a conversation handled by your AI Support Agent.
⚠️ Note: The Inbox is currently a one-way view — you cannot reply to enquirers directly from here. It is designed to help you review and understand interactions.
Managing Your Enquiries
Search and Filter
Use the search bar to find a specific enquiry by participant name or keyword.
You can also filter your enquiries by:
Type – Email or AI Chat
Read status – Read or Unread
Group – if you have set up enquiry groups
Bulk Actions
Select one or more enquiries using the checkboxes, then use the bulk actions to:
Close enquiries
Delete enquiries
Viewing an Enquiry
Click on any enquiry to open it in full. From here you can:
Review the full conversation or message thread
Close the enquiry once dealt with
Mark the enquiry as spam
Where available, the right-hand panel will also show additional information about the enquirer, such as their customer or participant record, which event they were viewing, whether they have placed any orders, and whether they are a registered member.
AI Insights: Understand What Your Participants Are Asking
AI Insights is one of the most valuable parts of the Inbox. Rather than reading through every individual enquiry, AI Insights analyses all of your participant interactions and gives you a clear picture of what people are asking about most.
This helps you to:
Spot frequently asked questions before they become a flood of enquiries
Identify areas of your event information that may need improving
Understand how participants are feeling about your events
Pick up on emerging trends early, such as a spike in refund requests or race day queries
How to Use AI Insights
Select AI Insights from within the Inbox at any time. It will show you a summary of:
Overall participant sentiment
Common themes and topics
Frequently asked questions
Emerging trends across your enquiries
You can also ask questions in plain language, for example:
“What are participants asking about most this week?”
“Are people asking about refunds or transfers?”
“What questions are coming in about race day?”
⚠️ Note: AI Insights are designed to support your decision-making. We recommend checking the underlying enquiries before taking any significant action based on the insights provided.
Getting the Most from AI Insights
Here are a few ways to make AI Insights work harder for you:
Update your event FAQs – if the same question keeps coming up, add the answer clearly to your event page or confirmation email.
Improve your communications – if participants are confused about something (e.g. parking, bag drop, start times), use the insights to tailor what information you send out ahead of race day.
Reduce repeat enquiries – the more proactively you address common questions, the fewer enquiries you’ll receive, saving you time.
Check in regularly – make a habit of reviewing AI Insights in the weeks leading up to your event, when enquiries tend to peak.
💡 Tip: Pair the Inbox with your AI Support Agent for best results. The AI Support Agent handles common questions automatically, and everything it deals with feeds directly into your Inbox and AI Insights. See our guide on setting up your AI Support Agent <link>.
For more information on managing participant communications, see our guides on Email Templates <link> and the AI Support Agent <link>.