Working with requests.
Find unassigned requests (viewings, repairs, callbacks, quotes, appointments, returns and complaints), take or assign them, change their status and record what was agreed.
Visitors can ask your team to arrange something in the chat: a property viewing, a repair, a callback, a quote, an appointment, a return or refund, or to make a complaint. Each becomes a request with a reference such as VR-7K2P (the letters show the kind: VR, RR, CB, QR, AP, RT and CP). A request is not a booking: agree it with the visitor, then record it. Requests appear when an admin has set up and switched on an action under Actions.
Find unassigned requests
- Open Requests in the menu.
- The Open filter is chosen first: requests that are New, In progress or Awaiting visitor.
- Set the owner filter to Unassigned. You can also filter by type and search.
The overview's Unassigned requests card counts the same requests.
Take or assign a request
- Open the request.
- Choose Take to own it yourself, or choose a teammate in Owner. Choose Unassigned to clear it.
Change the status
Use Status on the request:
| Status | Meaning |
|---|---|
| New | Not looked at yet. |
| In progress | Someone is working on it. |
| Awaiting visitor | A time was proposed; waiting for the visitor. |
| Confirmed | Agreed with the visitor. Needs the confirmed time. |
| Cancelled | Declined or cancelled. Needs a reason. |
A cancelled request can be reopened as New. Every change is kept in the request's history with who made it.
Switching requests on
An admin or owner manages each kind under Actions, where they also set what the chat asks and who hears about new requests. A kind starts as Not set up and has no switch. Choose Set up, check the questions, the wording and who is notified, then choose Save and set up. After that you can switch it on or off from the list. Until a kind is set up and on, the chat does not offer it. With no action on, the chat offers no requests.
Still stuck? Email support@vitalos.co.uk and tell us your workspace name.