Requests: viewing and handling customer requests
See the requests customers leave you, change their status, add team notes and send them to your help desk.
What a request is, and where it comes from
A request is something a customer left for you that needs follow-up. Requests aren't created by hand in the panel; they come from conversations:
- The flow's “Request” step: adds the customer's request to the queue, optionally with their name and contact details.
- The AI assistant's order actions: cancellation, return, exchange, address change or order note requests. If the same request comes again within an hour, no new request is opened.
- The contact form a customer fills in while your team is offline.
The Requests screen
Open “Requests” from the menu. Tabs at the top split requests by status: “Open”, “In progress”, “Closed” and “All”, each with a count.
Search by subject, name or contact details. When requests come from more than one flow you can filter by flow, and by priority when urgent requests exist.
The table shows the subject (with an “Urgent” badge when urgent), the visitor (with a warning when there are no contact details), the source flow, status and date. For requests sent to a help desk, where they were forwarded is shown too.
Handling a request
- Click the request's row. The detail window shows the contact details, description and the full conversation.
- Read the AI summary of the conversation and the “Suggested first step” under “Handoff note”.
- Set the status to “In progress” and contact the customer.
- Write what you did under “Team notes”; everyone on your team sees it.
- When done, set the status to “Closed”.
You can also “Change status” or open the customer's flow answers from the three-dot menu on the row.
Using it with a help desk
If Zendesk, Gorgias, Freshdesk or Intercom is connected, every new request is sent there as well, with a link on the request. The status of a sent request is managed in the help desk; in the panel the status is locked and shows, for example, “Managed in Zendesk”.
If sending fails, the request shows a warning; use “Resend” to try again. See help desks for details.
Who can do what?
All members can see requests. Changing status, adding notes and resending require the owner, admin or agent role; observers can only read.
To hear about new requests, route the “New support ticket” notification to a channel on the “Alerts and notifications” page.
Related articles
- How do I connect Zendesk, Gorgias, Intercom or Freshdesk?Requests opened in chat also land in your help desk; your team replies from there and the status comes back to agenola.
- Request, Integration Action and End stepsHow to set up the steps that open a request, act in external systems and end the flow.
- Alerts and notifications: which event goes where?Route waiting-customer, new-request, credit and failure alerts to Slack, Teams, Telegram or email.