Request
Understand appointment requests, waiting-list entries, document requests, invitations, and deletion requests.
Interaction type
Requests are customer or team actions that need a next step before the process is finished.
The most common request is an appointment request: a customer wants to visit, call, or meet, but the team still needs to confirm the exact follow-up.
Requests appear in Inbox, on the customer timeline, and in project appointment areas when they belong to a project. A request can come from the portal, the plugin, a workflow ending, or the dashboard when a team member starts a follow-up flow.
The customer timeline keeps requests next to the messages, appointments, documents, bids, and workflow answers that explain the customer context.
Request Types
Want to visitA customer requests an appointment for a project or event type. These open requests form the waiting list for that project.
Invite to make appointmentThe team invites a waiting-list customer to pick an appointment. Sending the invite completes the original waiting-list request.
DocumentThe team asks the customer for a document. The request can include context so the customer understands what to upload.
Delete customerA customer requests data deletion from the customer-facing account area.
Appointment Request Flows
Direct bookingIf the event type allows direct booking and available times exist, the customer chooses a date and time and creates an appointment.
Request insteadIf callbacks are enabled, the customer can choose a request path when none of the shown times work, or when no appointment options are available.
Workflow routeA workflow can route the customer to a normal appointment, force an appointment request, or allow a message outcome to continue as a request when callbacks are enabled.
Waiting listAn open "want to visit" request appears on the project waiting list. The team can send an invite, which creates an appointment invitation request for the customer.
Time Proposals
When Time proposal is enabled for an event type, appointment requests can include moments that work for the customer. The customer can add one or more proposed dates with a start and end time. In the dashboard, those proposals are shown on the request details while the request is still open.
Time proposals depend on callbacks: the event type must allow appointment requests before time proposals can be enabled.
What to Check
Project or event typeConfirm which listing, service, or appointment type the request belongs to.
Agenda or scheduleCheck whether the customer selected a specific agenda or whether the request came from all available agendas.
Customer noteRead the attached message, workflow answers, and any preferred times before replying.
DocumentsIf the request is a document request, check the requested context and the uploaded files.
Request Statuses
Requests can be open, waiting on response, completed, or cancelled. Completing an open request usually moves it to waiting on response, while an appointment invitation is completed when the customer receives or acts on the invite. Customers can close appointment-related requests from customer-facing areas when that request type is closable.
Plan and Role Notes
Members need portal access to review visible request interactions. Callbacks and time proposals are configured on the event type or project appointment settings, and time proposals are a paid-plan feature.