Request Detail
The request page is where you work a single request end to end: read what the customer asked for, fill in what's missing, listen back to the call, and — when it's ready — commit to the job. Open it by clicking a request in the Requests list or in your Inbox.
Everything on this page edits in place and saves automatically — there's no Save button to remember. The only explicit step is the Schedule action in the header.
The header
The top of the page tells you everything at a glance:
- Customer name — big and bold, with their business name when they have one.
- Contact strip — the customer's email and phone, dot-separated below their name. Both are click-to-reach: the email opens your mail app, the phone dials.
- Channel line — how the request arrived (Phone, SMS, Chat, Email, Web form, CompanyCam, LeadConnector, or Manual) plus the most recent activity and when it happened. On web-form requests, hover the channel to see the source attribution — UTM parameters and any custom fields from your site.
- Issue chips or all-clear — a row of chips showing why the request needs a human (Needs information, Needs approval, Failed qualification, and so on — hover any chip for a plain-language explanation). When nothing is blocking it, the row simply reads No issues currently.
- Lead Score gauge — on the right of that same row, the request's lead score out of 100. Hover it to see the number and whether the lead qualified or fell below your threshold.
The header also holds the action buttons — Schedule (or Approve & Schedule), Request info, and later View appointment. Those are covered in From Request to Appointment and Sharing Request Links.
The tabs
Below the header, three tabs organize the request:
| Tab | What's inside |
|---|---|
| Detail | The summary, contact card, and appointment card — where the gathering happens. |
| Sessions | Every conversation on this request — calls, texts, and form sessions. |
| Notes & Activity | Internal comments and the full change history. |
Detail tab
What the customer said
Pinned near the top in its own highlighted box, this is the request's summary in the customer's (or your rep's) own words — "roof leaking over the garage, wants someone out before the weekend." It travels with the request so nobody has to re-ask.
Contact card
While the request is still gathering, the contact card lets you edit the customer's details in place — and fix a mix-up entirely:
- Edit details — name, phone, email, address. Edits update the master customer record, not just this request.
- Change customer — re-point the request at a different customer, or create a new one and assign it. Useful when a request came in under the wrong person ("that was actually for my mother's house").
Note: Once the request produces an appointment, the contact card steps aside — customer changes then happen on the appointment.
Appointment card
One card holds everything the future appointment needs, in the same order as the New Request dialog:
- Appointment type — a searchable picker at the top. Picking a type loads its booking questions; when the request has no service address yet, it also seeds one from the type's default location or the customer's address.
- Service address — with Google-powered suggestions; saves as you type.
- Booking questions — the selected type's questions, autosaving answer by answer. A small "Saving… / Saved" indicator confirms each change landed.
Important: Changing the appointment type after questions have been answered brings up a warning — "Change appointment type?" — because the new type asks its own questions, so the existing answers will be cleared. Choose Keep current type to back out or Change & clear answers to proceed.
Sessions tab
Sessions are the conversations behind the request — every call, text thread, and form session that touched it. Click any session to open its full detail: the transcript, the call recording when there is one, and the records it's linked to.
This is where you go to hear exactly what the customer said on the phone with Dot, or replay how far they got in your web form before dropping off. A request with no conversations yet simply shows "No conversations yet."
Notes & Activity tab
The running history of the request: who created it, every field change, every status transition — plus internal comments your team leaves for each other ("customer prefers mornings, gate code is 4482"). Notes here are never visible to the customer.
Toolbar actions
In the toolbar above the header:
- Archive — the archive icon shelves the request. See Archiving Requests.
- Open full page — when you're viewing the request as a pane inside the Inbox, this jumps to the standalone request page.
- Unarchive — on an archived request, the ⋯ menu offers Unarchive to restore it.
Next steps
- From Request to Appointment — Commit: Schedule or Approve & Schedule.
- Sharing Request Links — Have the customer fill in the gaps themselves.
- Issues and Reasons Explained — What every issue chip means.