Inbound Enquiries

Inbound Enquiries

Inbound enquiry configuration controls how external property portals and agency websites send new customer enquiries into Standout's Communications Centre.

Open:

Administration → Feeds/Portals → Inbound enquiries

The Inbound enquiries tab is configuration. Staff handle the resulting enquiries day-to-day in Communications Centre.

Inbound portal enquiries

Standout supports inbound lead connections for:

• Rightmove
• Zoopla
• OnTheMarket
• Homeflow

Shared provider credentials are managed centrally by ISSL where required, so an agency normally enters only its own branch-specific details.

Create a portal connection

1. Open Administration → Feeds/Portals → Inbound enquiries.
2. Under Inbound portal enquiries, choose the Portal.
3. Choose the Standout branch.
4. Enter a useful Connection name, for example Rightmove - Bolton.
5. Enter the required Portal Branch ID where applicable.
6. Click Connect portal enquiries.

Portal	Agency-specific setup	How enquiries arrive
Rightmove	Select a Standout branch and enter the customer's Rightmove Branch ID. Shared network/API/certificate settings are maintained centrally by ISSL.	Pulled through the shared Standout Rightmove API connection. Use Sync now when a manual check is needed.
OnTheMarket	Select a Standout branch and enter the customer's OnTheMarket Branch ID. Shared API URL/certificates are maintained centrally by ISSL.	Pulled through the shared Standout OnTheMarket connection. Use Sync now when a manual check is needed.
Zoopla	Select a Standout branch and enter Zoopla's internal Branch ID. Shared OAuth Client ID/Secret and API URLs are maintained centrally in Standout Tools.	Pulled through the Zoopla Leads API. Use Sync now when a manual check is needed.
Homeflow	A fixed Standout branch is required. Create one Homeflow connection per branch. Homeflow Branch ID is optional/reference information.	Homeflow pushes leads to the secure callback URL generated by Standout. There is nothing to poll manually.

If the shared credentials for Rightmove, OnTheMarket or Zoopla have not yet been configured by ISSL, Standout shows a warning and the agency connection cannot be created until that central setup is complete.

Connected inbound portals

The Connected inbound portals table shows:

• Portal;
• Standout branch;
• connection name and portal branch details;
• last lead received;
• last sync and any reported portal lag/error;
• enabled/disabled status.

Available actions include:

• Edit;
• Sync now for polling integrations;
• Enable / Disable;
• Regenerate callback for Homeflow.

Homeflow callback security

When a Homeflow connection is created, Standout shows the complete secure HTTPS callback URL once. Copy it before leaving the page and give it to Homeflow when they configure the CRM integration.

If the Homeflow callback secret is regenerated, the previous callback URL stops working immediately. Supply the new URL to Homeflow before expecting further leads.

Agency website enquiries

The same Inbound enquiries tab can create secure API sources for an agency's own website.

A website source can be created for the whole website or, where useful, one per branch.

1. Enter a Source name, for example Main website.
2. Choose a Fixed branch or leave it as Website may specify branch.
3. Optionally enter the website origin, for example `https://www.example.co.uk`.
4. Click Create website API key.
5. Copy the API key immediately. Standout does not display the complete key again.

The source is then shown in Configured website enquiry sources.

Regenerate or disable a website key

• Regenerate key creates a replacement secret. The old key stops authenticating requests, so update the website immediately.
• Disable temporarily stops the source accepting enquiries without deleting its configuration.
• Enable reactivates it.

The displayed key prefix is only an identifier; it is not the complete secret.

Website Enquiry API developer guide

The technical API documentation is deliberately kept off the main Feeds/Portals configuration screen.

Use the Website API integration panel and click Developer integration guide.

The dedicated guide contains the endpoint, authentication, field definitions, examples, response codes, retry guidance and security requirements.

At the top of the developer guide you can:

• Download PDF; or
• enter a recipient name/email address and Email PDF.

The PDF is generated on demand from the same guide content used by the web page, so the emailed guide remains aligned with the current Standout API documentation.

See Website Enquiry API for the staff/administrator workflow.

What Standout does when an enquiry arrives

Standout attempts to do useful routing before the enquiry reaches the queue:

1. uses the source's `external_id` where supplied to protect against duplicate submissions;
2. resolves the property using Standout Property ID or property reference where available;
3. determines the branch using the source's fixed branch, a valid requested branch, or the matched property's branch;
4. looks for one unambiguous existing Contact using email/telephone;
5. assigns the enquiry to the property's active managing negotiator where possible;
6. stores the original source payload; and
7. adds the enquiry to Communications Centre.

This automation helps, but staff should still verify the Contact/property before progressing the lead.

Troubleshooting

Portal connection cannot be created

Check that:

• the Communications Centre database update is installed;
• the portal-connections update is installed;
• the shared ISSL provider credentials are configured where required;
• the correct Standout branch has been selected;
• the portal Branch ID is the provider's branch identifier, not a property ID or account login.

Leads are not appearing

Check the connection is enabled and review Last lead, Last sync and any error shown in the Connected inbound portals table.

For Homeflow, confirm Homeflow is using the current callback URL. For polling portals, use Sync now to test the connection immediately.

Website leads are rejected

Check that the website is using the current complete API key and that any configured origin matches the site sending the request. The developer should use the in-app Website Enquiry API developer guide for response/error details.

Related guides

• Communications Centre
• Feeds and Portals
• Website Enquiry API