---
title: "Service requests"
description: "Where you see each service conversation, what each status means, and what your team can do with a request."
section: "Workflows and services"
url: https://interlinked-ai.com/en/resources/docs/service-requests-overview
lang: en
lastUpdated: 2026-10-11
reviewedAt: 2026-10-11
---

# Service requests

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](/en/resources/docs/switch-between-ai-and-manual-control).

## 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**.