> ## Documentation Index
> Fetch the complete documentation index at: https://help.kneadapp.co/llms.txt
> Use this file to discover all available pages before exploring further.

# Inquiry Emails — Auto-Acknowledgements and Accept/Decline Replies

> When a customer submits your order form, Knead auto-sends an acknowledgement — and drafts a ready-to-edit email when you accept or decline the inquiry.

## Overview

Every inquiry that comes through your order form kicks off two friendly touches: an automatic acknowledgement the moment the customer submits, and a pre-drafted email you can send when you decide to accept or decline. Both are drawn from your saved templates, so they sound like you without any typing.

## The automatic acknowledgement

When a customer submits your order form, Knead immediately sends your **"inquiry received"** email so they know their request landed and you'll be in touch. This one goes out on its own — you don't have to do anything.

Want to change what it says? Edit the **Inquiry received** card at [Settings → Templates](/communication/message-templates). If you clear its subject line, no acknowledgement email is sent — the wording is used only as an inbox snippet instead.

## Accepting or declining an inquiry

Open an inquiry from **Orders → Inquiries** (`/orders/inquiries/{id}`). When you click **Convert to Order** or **Decline**, a pre-filled email panel slides open — **"Send an accept email?"** or **"Send a decline email?"** — drafted from your template.

From the panel you can:

1. Read the draft, already filled in with this customer's details.
2. Edit the **subject** and **message** if you want to add a personal note.
3. Click **Send Email** to send it, or **Skip** to move on without emailing.

### Send and Skip are independent of the status change

The email and the status change are two separate things. Whether you **Send Email** or **Skip**, the inquiry is still converted to an order (or still declined) — skipping just means no email goes out for that step. So you're always free to reach out your own way instead, and the order still moves forward.

<Note>Good to know: the "inquiry declined" note is a warm "I'm not able to take this on right now" message. It's the polite version of a no, and it's entirely optional to send.</Note>

## Other assisted emails

The same "edit, then Send or Skip" pattern shows up at a few other moments so you're always in control of what reaches a customer:

* **Quote revised** — after you revise a quote, a "Let your customer know?" panel opens so you can send the new version with a note. See [Revising and Versioning Quotes](/quotes/revising-and-versioning-quotes).
* **Invoice sent** — on the invoice send page, you can edit the subject and message before it goes out. See [Creating and Sending Invoices](/invoicing-and-payments/creating-and-sending-invoices).
* **Payment receipt** — when a customer pays, Knead automatically sends them a receipt. No action needed on your end.

## Changing what these emails say

Every one of these drafts starts from a lifecycle message you can rewrite. Head to [Settings → Templates](/communication/message-templates) to set the subject and body for **Inquiry received**, **Inquiry accepted**, **Inquiry declined**, and the rest — Knead will draft from your version every time.

## Related Articles

* [Message Templates](/communication/message-templates)
* [Reviewing and Accepting Enquiries](/managing-orders/reviewing-and-accepting-enquiries)
* [Revising and Versioning Quotes](/quotes/revising-and-versioning-quotes)
* [Creating and Sending Invoices](/invoicing-and-payments/creating-and-sending-invoices)
* [Customer Notification Emails](/communication/customer-notification-emails)

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*Still need help? [Contact us](mailto:hello@kneadapp.co)*