Requests

Many calls end in something your team has to do next. With Requests the agent takes each of them on a form you define, one form per kind of request. It picks the form that fits, asks for every field the form needs, one at a time, reads the request back and records it only after the customer says yes.

Turn it on#

On the agent's Tools tab, open Browse the library, add Requests and open its Settings:

• Request types: add a type for each kind of request (up to 10), with a name and a sentence on when it applies.
• What the agent asks: the fields of each type, in order. Choose the kind of answer (text, number, date, phone, email, or one of a list), mark the required ones, and add a hint when the agent needs one.
• Customer details every request needs: name, phone, email.
• Email and webhook: every recorded request is sent at once, with every answer.

Then Save the agent.

The Requests app#

Tool apps in the menu opens the Requests app: requests today and this week, the open ones, requests by type, and the list with search and filters. Open a request to see its answers, the customer and the conversation, and to move its status: new, in progress, done, or cancelled. From there you can also resend its email or webhook. Account and project administrators can download the list as Excel.

Prompt example#

"When the customer asks for a quote or a visit, take it as a request: ask each question, read the request back and record it when they confirm."

Test it#

In Testing, a scenario can run the whole request. A test request is not recorded or sent.