---
title: "Manage Service Requests"
description: "Review qualified service conversations, create quotes, approve payment evidence, assign follow-up, and close or cancel service requests in Interlinked."
section: "Services"
url: https://interlinked-ai.com/en/resources/docs/service-requests-overview
lang: en
lastUpdated: 2026-08-13
reviewedAt: 2026-08-13
---

# 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.

<div class="docs-media-placeholder">
  <p class="mono-label">Screenshot: Service Requests page showing queue filters, request rows, and the request detail view</p>
</div>

## 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.

<div class="docs-callout docs-callout-note">
  <p><strong>Permission note</strong></p>
  <p>Quote issuance, payment-review decisions, and some management actions are limited to the owner or an admin. The panel is the source of truth for the actions available to your role.</p>
</div>

## 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](/en/resources/docs/calendar-and-scheduling-overview).
For customer collection methods, see [Customer payments](/en/resources/docs/customer-payments-overview).
For the full conversation and handoff context, use [CRM](/en/resources/docs/crm-overview).

## 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.