Manage Service Requests

What Service Requests is for

Open Service Requests from the Operations section when you need to follow a customer request after an agent has collected information, qualified the request, or reached a service journey outcome.

The queue is operational. It is different from Services, which is the catalog of what your team offers, and from CRM, which contains the complete customer and conversation history.

Find the request you need

The page provides tabs for the main operational groups:

• All — every request available in the current workspace;
• Qualifying — requests still gathering or confirming information;
• Quotes — requests with quote activity;
• Booked — requests that reached an appointment or booking step; and
• Closed — requests that have been resolved or ended.

Use the search field to find a lead or service. You can also filter by customer platform, such as WhatsApp, Instagram, Messenger, Web, or Manual, and by the request status. Select a row to open its detail drawer. Use Refresh when a customer, teammate, or payment action may have changed the result.

The request status describes the current journey step. Depending on the request, the panel can show New, Qualifying, Ready to quote, Quote sent, Appointment pending, Appointment booked, Payment pending, Payment submitted, Handoff requested, Closed, or Cancelled.

Read the request details

The detail drawer separates the information you need to make a decision:

Details

Review the AI qualification summary, intake answers, requested date or time, selected service, customer platform, and the last update. Select Open in CRM when you need the complete conversation, customer profile, labels, or internal notes.

Quote

If the service requires a quote, enter the Price, Currency, expiry date, and quote notes, then select Save quote. The panel shows the latest quote status after it is saved. An owner or admin can select Approve and issue; the panel then provides the customer-facing secure link when the quote is issued.

Use the expiry date to make the customer’s decision window clear. A quote is not the same as a booked appointment or a completed payment. Check the status shown by the request after the customer responds.

Manage

The Manage tab contains operational actions that may require owner or admin access:

• Review a bank-transfer receipt that is under review;
• Approve payment or Reject the submitted receipt;
• Assign or unassign the request to a team member;
• Add an optional reason or note for the decision; and
• Close request or Cancel request when the journey has ended.

Approving a transfer receipt confirms the payment evidence for the request. It does not by itself mark the service as fulfilled. Keep fulfillment and the customer follow-up aligned with your team’s process.

Keep the service journey accurate

If requests arrive with missing information, an unexpected status, or no usable quote path, inspect the service in Services. Its readiness panel may identify a missing price rule, payment method, intake question, calendar, or location. Fix the service configuration, then review new requests against the updated journey.

For appointment availability, see Calendar and scheduling. For customer collection methods, see Customer payments. For the full conversation and handoff context, use CRM.

What each result means

Treat the visible request status as the next operational decision, not as a promise that the customer journey is complete:

• Payment submitted means evidence is waiting for the required review;
• Appointment pending means the time still needs confirmation or booking;
• Handoff requested means a teammate needs to take the next action; and
• Closed or Cancelled means the request is no longer active in the queue, but the CRM conversation remains the place to review its history.

If a status or action is unavailable, follow the explanation shown by the panel. Provider availability, payment evidence, and workspace permissions can change what the current request supports.