Lead processing and enquiry handling with Luna WMS

One Luna’s strongest areas is in the processing and handling of leads (enquiries, etc); in-regardless what you call this process, a clients journey can represented through a process; a lead could be one that you have actively marketed for through advertising, or the client contacted you organically, etc. Luna WMS provides businesses with a highly effective system in handling and processing those leads.

The following example scenario demonstrates integration with a public contact form and transferring those entries to to Luna WMS using the Rest API. Once inside Luna WMS; we can review and merge the submitted data with the system enquiry designer questionnaire.

Demonstration scenario overview

First an overview of the scenario:

• We will use a contact form found on this site (oddineers.co.uk).
• Within Luna WMS we have a Enquiry designer setup for the type: EQ
  • To keep it simple we have have included a handful of questions.
  • The Enquiry designer lets users define

Lets take a look at the Enquiry designer within Luna and see what options it provides:

What is the Enquiry Designer?

Name	Type	Description
Agent Telephone Script	Text	The scripts the agent could use whilst speaking to the client on the phone.
ID (optional)	Text	ID are used to transform questions into: – Template tags used in document templates – Export columns – Query-able/updatable via the Rest API – Merge external submitted data with Enquiry designer data
Question	Text	The main question
Answer Type	Select from: – Text – Number – Select – Multi-select/checkbox – Textarea – Date selection – None	Limit the answer to expected data types.
* Select/Multi-select repeating options	Repeating text values	Only visible when Answer Type is select/multiselect. Allows options values to be declared.
Required?	Select from: No/Yes
Agent Notes	Text	Notes on any key information etc. that the agent should be aware of when speaking to the client. I.e. fraud checks, etc.
Template value selection	Select from: – Agent – Questionnaire	Advanced: Template Tag value assignment when used with a a select based field type with yes/no styled questions. This enables you ability to set the value of the template tag when it is included in a document.
* Value used in document templates	Text	Advanced: Only visible when Template value selection is Questionnaire When selection is set to questionnaire, the value here overrides the agent value. Used in advanced document automations.

How to define a enquiry/case type mapping under the enquiry designer

The contact form from our site when a submission occurs depending on selection will submit the entry to Luna WMS via the Rest API; submission have 5 core fields: forename, surname, telephone_mobile, email, case_type these and an optional meta (array) that can be included in submissions.

Example screenshots

These screenshots show the enquiry designer with a basic field mapping and a contact form that will be used to gather data for the Luna WMS API submission.

• Screenshot: #3 Enquiry Designer defines the questions/mappings that will be used.
• Screenshot: #4 Oddineers.co.uk shows the test submission data that will be used (the raw version is shown in the payload detail below)

The Rest API request details

To create an enquiry the request uses the endpoint: /luna/v1/enquiries/create

Create enquiry payload example

{
    "forename": "Test",
    "surname": "Person",
    "telephone_mobile": "N/A",
    "email": "info+lunatest@oddineers.co.uk",
    "case_type": "eq",
    "meta": [
        {
            "id": "query_type",
            "label": "Query Type",
            "value": "Luna WMS"
        },
        {
            "id": "subscription_id",
            "label": "Subscription ID",
            "value": "4000"
        },
        {
            "id": "description",
            "label": "Description",
            "value": "<p>I'm interested tell me more!</p>"
        }
    ],
    "marketing_lead_referer": "Luna",
    "marketing_campaign": "ppc-test",
    "marketing_keywords": "",
    "marketing_detail": "Extras details here."
}

How does the meta details section work

When using the API the meta section is extremely versitile in handling dynamic data and/or data from numerous sources.

For example lets examine the meta payload part specifically:

    "meta": [
        {
            "id": "query_type",
            "label": "Query Type",
            "value": "Luna WMS"
        },
        {
            "id": "subscription_id",
            "label": "Subscription ID",
            "value": "4000"
        },
        {
            "id": "description",
            "label": "Description",
            "value": "<p>I'm interested tell me more!</p>"
        }
    ],

The meta section lets you send one or many additional related details with the creation of the enquiry directly to Luna with some additional benefits:

• If the id used is present in the Enquiry Designer mapping; the value from the Rest API submission will be used when the data is merged with the Enquiry Questionnaire.
  • The merge can be automated or a user (Luna) confirmable step.
• If no id is present then the label and value are retained on merge after the Enquiry Questionnaire values.

Example screenshots – enquiry submitted data and enquiry questionnaire merged data

Example screenshots – enquiry submitted data and enquiry questionnaire merged data (mixed/partial maps)

Create enquiry payload alternative example – extended meta

{
    "forename": "Test",
    "surname": "Person",
    "telephone_mobile": "N/A",
    "email": "info+lunatest@oddineers.co.uk",
    "case_type": "eq",
    "meta": [
        {
            "id": "query_type",
            "label": "Query Type",
            "value": "Luna WMS"
        },
        {
            "id": "subscription_id",
            "label": "Subscription ID",
            "value": "4000"
        },
        {
            "id": "description",
            "label": "Description",
            "value": "<p>Test</p>"
        },
        {
            "label": "Any other details",
            "value": "Nope"
        },
        {
            "label": "How did you hear about us",
            "value": "website"
        }
    ],
    "marketing_lead_referer": "Luna",
    "marketing_campaign": "ppc-test",
    "marketing_keywords": "",
    "marketing_detail": "Extras details here."
}

Use case suggestions and ideas

Flexibility is at the core of of the enquiry creation endpoint; during its design the primary goals were:

• Allow system users (permission driven) to be able to rapidly make changes to the enquiry process and those changes propagate to other areas of the system such as:
  • Dynamic template tagging; where and ID is present documents can use those ID as template tags and merge the value when assigned to the file.
  • The production of new document templates with little to no interaction with developers
  • Intuitive enabling non-technical users to quickly learn and use the system.
• Allow third parties (partners working with businesses using Luna WMS) to more easily submit data to the business.
  • Whilst enabling the third-parties to maintain their existing client engagement process (through data collection on forms) with only a small addition required to submit data to Luna.
  • Businesses using Luna can optionally collaborate with third parties (partners) to incorporate their own enquiry process which is as simple as sharing the ID’s on fields you want to merge.
• Allows data from Luna WMS to be exportable on a per-enquiry + matching conditions.
  • Originally concepted to ease businesses adopting Luna WMS to gradually migrated away from existing system (for example solicitors and those operating in the legal environment typically have a legal liability to retain data for a certain amount of time).
  • Allows data to be flagged for/exported based on customisable conditions to other system support export formats include:
    • JSON
    • XML
  • For example; some companies have used Luna WMS with their call centres as their initial contact and enquiry onboarding platforms and after signing up the client (with electronic signatures) flag the data for export; where they import it in to their Proclaim system.

There’s quite a bit covered here; and this barely touches the surface on possibilities. In the future once Luna WMS’s launch is complete. We’ll expand on this further showing what can be achieved when the Rhea Framework is coupled with Luna WMS; the Rhea framework has deep integrations for Luna WMS and its API. Luna WMS can actually server the Rhea Framework Rest API through it’s own internally integration.

If you’re interested in exploring the Luna WMS Rest API please review the following:

Thanks again for taking the time to read this; if you have any questions or possibly interested in a demonstration please consider reaching out to us.