If one of my sales staff leaves, do I keep all their customer enquiries and conversations or do they walk away with them?
Yes, you keep them, as long as the work was done inside the system. Customer records, enquiries, quotes, notes and booking history belong to your agency account, not to the individual who typed them in. When someone leaves you simply disable their login, and everything they handled is still there under the customer record.
In practice you would reassign their customers to another agent or to yourself. The new agent opens the customer and sees what was quoted, what was agreed, what the customer objected to and when the last contact happened, so they can pick up the conversation without asking the customer to repeat themselves. Open enquiries can be moved across in a batch rather than one at a time, so nothing sits unattended while you decide who takes over.
The honest limit is that this only covers what actually passed through the system. If your agent was quoting from a personal email account, chatting on a personal mobile number or keeping a spreadsheet of their own, none of that is captured and it does leave with them. Whether your email and messaging can be linked in so the history is recorded automatically depends on the channels you use and what your plan includes, so it is worth checking rather than assuming.
The useful step now is to make it a working rule that every enquiry is logged in the system on the day it arrives, then check which of your messaging and email channels are connected and who on your team has permission to export the contact list.
