Troubleshooting Requests
Something about a request not behaving the way you expected? Here are the most common questions and what's actually going on.
I can't find a request
Symptom: A request you were working on has disappeared from the Requests list.
Why it happens: Nine times out of ten, the request converted. When a request's appointment gets scheduled, Driive automatically archives the request — its job is done, so it leaves your active list to keep things focused.
How to fix it:
- Open Requests and flip the Show archived toggle in the filter bar. The request will be there with a muted Archived tag.
- Check your other filters too — an active appointment type or channel filter, or leftover search text, will hide matching rows. Click Clear filters to reset everything.
- Remember the row-click behavior: clicking a request that has an appointment opens the appointment, not the request. If you land on an appointment page, that is the same job — the request behind it is intact in the archive.
The Schedule button says Approve & Schedule
Symptom: You expected a plain Schedule button, but the request shows Approve & Schedule instead.
Why it happens: The request has one or more open issues — look at the chip row in the header. Common reasons: the appointment type requires approval, the lead failed qualification, the address is out of service area, or it was flagged for manual review.
What to know:
- This is informational, not a roadblock. Approval only gates public and AI bookings — as staff, you can always override.
- Clicking Approve & Schedule clears the flags and creates the appointment in one step. There's no separate approve-then-schedule dance.
- If you don't think the job should happen, don't approve it — archive the request instead.
Changing the appointment type cleared my answers
Symptom: You switched a request from one appointment type to another, and the booking-question answers are gone.
Why it happens: This is by design. Each appointment type asks its own set of booking questions — a Roof Inspection's questions don't map onto a Drain Cleaning's — so changing the type clears the previous type's answers and loads the new questions fresh.
What to know:
- Driive warns you first: when answers exist, the type picker shows a "Change appointment type?" confirmation explaining that the answers will be cleared. Choosing Keep current type backs out with nothing lost.
- The original answers aren't recoverable after you confirm, but the customer's summary, contact info, and service address are untouched — only the question answers reset.
- If the customer already answered a lot, consider whether the type is really wrong before confirming, or jot the key answers into Notes & Activity first.
A request has no customer contact info
Symptom: A request shows a customer name but no phone or email — or barely any details at all.
Why it happens: Requests capture whatever the channel provided. A dropped call may have ended before Dot got a callback number; a manual request can be created with just a first and last name.
How to fix it:
- Open the request and check the Sessions tab — the call transcript or recording often contains a phone number or email the customer mentioned out loud.
- Add what you find on the contact card in the Detail tab; edits save to the master customer record.
- If the request actually belongs to a customer you already have, use Change customer on the contact card to re-point it at the right record instead of duplicating.
- No way to reach them at all and nothing to go on? Archive the request — it stays on record if they call back.
Why did a request come back to the Inbox?
Symptom: A job you already scheduled is showing in your Inbox again, tagged Customer canceled.
Why it happens: The customer canceled the appointment through their booking link. Driive raises a Customer canceled issue in your Inbox so a human sees it — a canceled job is a follow-up opportunity, not a dead end.
How to fix it:
- Open the item from the Inbox and review what happened — the appointment shows as Canceled.
- Want to win the job back? Use Reschedule on the appointment — it reopens at Needs Scheduled, ready for a new time or a fresh booking link.
- If the job is truly off, resolve the issue and move on — the record stays for history.
Still stuck?
If none of these solve it, reach out to our support team with:
- The customer's name and roughly when the request came in
- What you expected vs. what you're seeing
- Screenshots if available
We'll help you sort it out.
Related articles
- Requests Overview — Statuses, filters, and the derived status model.
- From Request to Appointment — Schedule, Approve & Schedule, and auto-archiving.
- Issues and Reasons Explained — Every issue chip, decoded.