A request is a customer need that the AI assistant has recorded in full, for example a vehicle hire or a call-back. You see requests on the Requests screen, contact the customer, then change the status. Every role in the business can do this.
How the AI assistant creates a request
- A customer wants to book, asks for a price or wants a call back.
- The AI assistant asks for each missing detail in turn (for example date, pick-up point, number of passengers, phone number), a couple at a time.
- With everything collected, the assistant reads back a summary for the customer to confirm.
- Once the customer confirms, a new request is created with a code such as
REQ-0001. The customer gets the message: "Request REQ-0001 has been recorded. Our staff will check and get back to you." - Everyone handling chats in the business gets New request REQ-0001 on the bell and by email (see Notifications).
No confirmation, no request. Codes are numbered separately for your business. The prefix depends on the request type: REQ (vehicle hire), YC (customer request).
The AI assistant never quotes prices, never confirms a vehicle or item is available, never closes a sale. That is your call: phone the customer, or reply in the chat.
The request list
At the top there are two filters:
- Open: requests not finished yet (not Handled or Cancelled). This is the default.
- All: every request, newest first.
Each request shows its code, type, status and the first few details the customer gave. The number next to Requests in the navigation is the number of open requests. The list updates by itself when a new request comes in.
Open a request
Tap a request to open it. You see:
- The request type, its code and when it was recorded.
- Details the customer gave: every answer, including the phone number so you can call back.
- Change status: the status buttons.
- Open the chat: all messages with the customer, where you can reply straight away (see Answer customers in Chats).
You can only change the status. The details the customer gave cannot be edited: if the customer changes their mind (for example a new date), note it in the chat or let the assistant record a new request.
Change the status
- Open the request.
- Under Change status, press the new status.
- A small message appears, for example "Moved REQ-0001 to "Handled"". Pressed the wrong one? Press Undo on that message straight away.
If a colleague changed the request just before you, the screen says someone else just moved it and reloads the request. Every change is logged.
Statuses by request type
| Request type | A new request starts at | Other statuses |
|---|---|---|
| Vehicle hire request | Waiting for quote | New, Needs details, Handled, Cancelled |
| Customer request | New | Needs details, Handled, Cancelled |
How to use them:
- Needs details: something is missing and you are asking the customer.
- Waiting for quote: you need to check the schedule and send the customer a price.
- Handled: quoted, confirmed or resolved.
- Cancelled: the customer no longer needs it, or it is a duplicate.
Requests in Handled or Cancelled leave the Open filter but stay in All.
Quotes and availability
There is no automatic quoting tool. How to do it:
- Open the request and read the customer's details.
- Check your schedule or stock.
- Call the phone number in the request, or press Open the chat to message the customer.
- Set the right status on the request.
Messaging the customer in the chat pauses the AI assistant there. When you are done, press Hand back to AI if you want the assistant to carry on.