Learn how website enquiry forms work, where submitted leads are recorded, how enquiries are routed to the correct dealership team, and what to check if an expected website enquiry or notification is missing.
Understanding Website Forms & Enquiries
Website forms allow visitors to contact your dealership and submit enquiries for common activities such as:
- Booking a test drive
- Booking a service
- Requesting a quote or brochure
- Submitting a general or vehicle enquiry
- Enquiring about parts, finance or fleet
- Making an offer
- Requesting a trade-in valuation
Website enquiries are recorded against your dealership and can be delivered to the appropriate team by email. Where configured, enquiries may also be forwarded to your dealership's CRM or lead-management system.
How Website Enquiries Work
For a typical website enquiry:
- The customer completes a form on your website.
- The enquiry is received and recorded against your dealership.
- The enquiry is associated with a type, such as Service, Stock, Test Drive, Finance or Fleet.
- The form, location and department settings determine which dealership email address receives the notification.
- Where configured, the enquiry is also forwarded to your dealership's CRM or lead-management system.
- A confirmation email may be sent to the customer.
A missing notification email does not necessarily mean the website failed to capture the enquiry. You can check your Leads Dashboard to confirm whether the submission was received.
Types of Website Forms
Standard Forms
Standard Forms are pre-built forms designed for common dealership enquiries, such as:
- Book a Service
- Book a Test Drive
- Get a Quote
- General Enquiry
- Vehicle Enquiry
- Finance Enquiry
These forms provide a consistent experience for common dealership workflows.
Custom Forms
Custom Forms may be used when a dealership requires additional fields, customised content or a multi-step enquiry experience.
If you require a new form or changes that are not available in the CMS, contact our Support Team to discuss your requirements.
Third-Party Forms
Some websites may use forms supplied by a third-party marketing or automation platform.
These forms may submit directly to the third-party platform instead of being recorded within the iMotor Leads Dashboard. If you are troubleshooting a third-party form, you may also need to check the platform that manages the form and its enquiry workflow.
How Enquiries Are Routed
Website enquiry notifications can be routed using the settings associated with the form, dealership location or department.
Depending on your website configuration, a form may use:
- A nominated email address
- The email address associated with a stock location
- The email address associated with a department
- The email address associated with a dealership location
- Your dealership's default enquiry email address
Department-Based Enquiries
Department details are particularly important for forms relating to a specific area of the dealership.
For example:
- Service enquiries may be sent to the Service department.
- Fleet enquiries may be sent to the Fleet department.
- Finance enquiries may be sent to the Finance department.
- Careers enquiries may be sent to the relevant recruitment contact.
Location-Based Enquiries
The location selected by a customer can determine where an enquiry is delivered.
For example, a test drive enquiry may use the contact details associated with the selected location's Sales department, while a service booking may use the corresponding Service department details.
Tip: If enquiries for one location or department are reaching the wrong team, check the email addresses saved against that location and department.
Manage Form Notification Settings
Open the iMotor CMS
Navigate to https://cms.imotor.com.au/ & click "CMS"
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Navigate to:
- Settings
- Forms & Integrations
This area contains the available notification and confirmation settings for your website forms.
Depending on the form and your website configuration, these may include:
- Dealership notification recipient
- Dealership notification email template
- Dealership email subject
- Customer confirmation email template
- Customer email subject
- Customer auto-response content
Review the settings carefully before making changes, particularly the dealership notification recipient.
Check Location Details
If the form uses a dealership location's contact details, navigate to:
- Locations
- Locations
Open the relevant location and confirm that its enquiry email address is correct.
Check Department Details
If the form relates to a department such as Service, Finance or Fleet, navigate to:
- Locations
- Departments
Open the relevant department and confirm that its enquiry email address is correct.
Changing a notification recipient will affect where future enquiries are delivered. Confirm the new email address with the relevant dealership team before saving your changes.
View Website Leads & Enquiries
To review enquiries recorded against your dealership, open the Dashboard and navigate to:
- Leads
- Search & Export
From here, you can:
- Search for a specific enquiry
- Filter leads by date range
- Search by customer name, email address or phone number
- Review the enquiry type and submission details
- Confirm which email address received the enquiry
- Export filtered lead records
If an enquiry appears in the Leads Dashboard, the website successfully captured the submission. A separate issue may have prevented the notification email or CRM record from arriving.
Test Your Form Settings
After changing a form's notification or confirmation settings, submit a test enquiry through the relevant form on your live website.
Confirm that:
- The form submits successfully.
- A success message appears after submission.
- The enquiry appears under Leads → Search & Export.
- The expected dealership recipient receives the notification.
- The customer confirmation email arrives as expected.
- If your dealership uses a CRM or lead-management system, the test lead also appears there.
Tip: Use clearly identifiable test details, such as "Website Form Test" in the customer name or enquiry message, so the submission is easy to locate.
Website Forms FAQs
Where can I view website enquiries?
Open the iMotor Dashboard and navigate to Leads → Search & Export to review website leads recorded against your dealership.
Why did an enquiry go to a different email address?
An enquiry may use the email address associated with the form, selected location, relevant department or stock location.
Review the affected form under Forms & Integrations, along with the email details saved against the relevant location or department.
Can different departments receive different enquiries?
Yes. Applicable forms can use department-specific email addresses. For example, Service, Fleet and Finance enquiries may each be directed to their corresponding dealership team.
Why is an enquiry in the Leads Dashboard but not in our CRM?
If the enquiry appears in the Leads Dashboard, the website successfully captured it. A separate issue may have occurred while forwarding the lead to your CRM or lead-management system.
Contact our Support Team with the affected form, approximate submission time and available customer details so the delivery can be investigated.
Can customer confirmation emails be customised?
Customer confirmation email subjects and content can be updated for applicable forms through Settings → Forms & Integrations.
Does every website form work in the same way?
No. Standard and custom website forms are generally recorded in the Leads Dashboard. Forms provided by a third-party marketing platform may submit directly to that platform and may not appear in the iMotor Leads Dashboard.
Troubleshoot Missing Website Enquiries
If an expected website enquiry has not arrived, first determine where the enquiry stopped. A missing email does not necessarily mean the website failed to capture the lead.
Step 1: Check the Leads Dashboard
Navigate to:
- Leads
- Search & Export
Search using the customer's name, email address, phone number or approximate submission date.
If the enquiry appears, the website successfully captured the submission. The issue is more likely to relate to email delivery or forwarding to your CRM.
If the enquiry does not appear, continue by submitting a test enquiry.
Step 2: Submit a Test Enquiry
Open the same website page and form used by the customer, then complete a test submission.
Check the following:
- Does the form submit successfully?
- Does a success message appear?
- Is an error displayed?
- Does the test enquiry appear in the Leads Dashboard?
- Does the expected dealership notification arrive?
- Does the customer confirmation email arrive?
Step 3: Check Form Notification Settings
In the CMS, navigate to:
- Settings
- Forms & Integrations
Locate the affected form and review its notification settings, particularly the dealership email recipient.
If the form uses a location or department email address, also review the corresponding details under:
- Locations → Locations
- Locations → Departments
Step 4: Identify What Is Missing
The lead is recorded, but no notification email arrived
The enquiry was captured, but there may be an issue with the selected recipient or email delivery. Check the form recipient and the relevant location or department email address.
Ask the recipient to check their Junk Email or Spam folder. If the details are correct and the notification still cannot be found, contact our Support Team.
The lead is recorded, but it is not in the CRM
The website captured the submission, but delivery to the CRM or lead-management system requires investigation. Contact our Support Team with the form name, approximate submission time and available customer details.
The lead does not appear in the Leads Dashboard
Submit a test enquiry through the same form. If the test submission also fails to appear, contact our Support Team so the form can be investigated.
Only one form is affected
Compare the affected form with another working form. Differences in the notification recipient, location, department or form configuration may help identify the issue.
Only one location is affected
Compare the affected location's email and department details with a location that is receiving enquiries correctly.
Troubleshooting Guide
| Issue | Likely Area to Check | What to Do |
|---|---|---|
| Enquiry email was not received | Notification recipient or email delivery | Check the enquiry in Leads → Search & Export. Then review the recipient under Settings → Forms & Integrations and check the recipient's Junk Email or Spam folder. |
| Enquiry went to the wrong team | Location, department or form routing | Review the form recipient and the relevant location or department email address. |
| Enquiry is recorded but not in the CRM | CRM or lead-management integration | Contact our Support Team with the form, approximate submission time and available customer details. |
| Enquiry does not appear in the Leads Dashboard | Form submission | Submit a test enquiry using the same form. If the test is also missing, contact our Support Team. |
| Only one location is affected | Location or department details | Compare the affected location's email and department settings with a location that is working correctly. |
| Third-party form is not shown in the Leads Dashboard | Third-party form workflow | Check the platform responsible for managing the form or contact our Support Team for assistance. |
Need more support?
If you need help investigating an enquiry, include the following information in your support request where available:
- Dealership name and website address
- The form used by the customer
- The page where the form appears
- Approximate submission date and time
- Customer name and contact details
- The expected dealership recipient
- Whether the enquiry appears in the Leads Dashboard
- Whether the enquiry reached your CRM or lead-management system
- Any error message displayed during submission
Our locally based Support Team are here to help with any updates or assistance.
Submit a request and they will get back to you as soon as possible.
Any information on this page is provided as a guide only. It is not professional or expert advice and is not a substitute for such advice. The content may not be appropriate, correct or sufficient for your circumstances and should not be relied on as the only reason you do or don’t do anything.