Service requests
Where you see each service conversation, what each status means, and what your team can do with a request.
In the product: Appointments & quotes →
Every time a customer asks for one of your services in the chat, a request is created. There, your team sees which service they want, their answers, and where it stands: being quoted, with an appointment, waiting for a payment, or with your team.
You’ll find it in Sales → Service Requests. The page becomes available when you have an active agent with the Services or Products and services workflow.
The list
- Tabs: All, Qualifying, Quotes, Booked, and Closed.
- Search: by customer, service, or summary. You can also filter by channel and by status.
- Columns: Lead, Service, Status, Summary, and Updated.
The list doesn’t update on its own: use Refresh to see the latest. How it works opens a short guide with a sample request.
Statuses
| Status | What it means |
|---|---|
| New | The customer just chose the service |
| Qualifying | The agent is asking your questions |
| Ready to quote | You have the requirements to prepare the price |
| Quote sent | There’s a quote for the customer |
| Appointment pending / Appointment booked | The appointment is waiting to be confirmed or is already on your calendar |
| Payment pending / Payment submitted | The payment is missing or the customer sent a receipt |
| Handoff requested | The agent handed the conversation to your team |
| Closed / Cancelled | The request is finished |
Inside a request
Click a request to open its details. Open in CRM takes you to the conversation.
- Details: the AI Qualification Summary, the customer’s answers (for example, 3 of 4 answered), and the date they asked for, if any.
- Quote: for services with a quote. Enter the Price, Currency, Quote expiration date, and your Quote notes, and click Save quote. Then share it with the customer in the conversation.
- Manage:
- Bank transfer receipt needs review: Approve payment or Reject (owner and admins).
- Assigned team member: Assign or Unassign.
- Close request or Cancel request, with an optional reason.
To handle the customer yourself, open the conversation and choose I reply. Read Who replies: the AI or your team.
Email notifications
The business owner gets an email when the agent hands a conversation to your team and when someone on your team updates, assigns, quotes, closes, or cancels a request. There’s no email for each new request, so check this page often.
If a customer paid by card, confirm the payment in Sales → Payments: the request’s status may still show Payment pending.