Overview
The Request Link feature allows operators to send a link to customers using their name, phone number, or email. This feature streamlines communication by allowing customers to easily submit any required information without needing to call or email. Operators can manage all outstanding request links from the dashboard, ensuring no requests are missed.
Sending a Request Link
Access the "Create Request" Button
The Create Request button is accessible from anywhere on the dashboard, enabling operators to quickly start a new request without navigating away from their current page.
Select "Request Link"
When the menu appears, select Request Link.
Search for an Existing Customer or Add a New Customer
In the New Request Link pop-up window, you can search for an existing customer by entering their name, email, or phone number.
If the customer is not in the system, click + Add New Customer to manually add their details.
Fill in Customer Information
Ensure the customer’s name, email, or phone number are correct. You can edit the customer’s information if necessary by clicking the pencil icon next to each field.
Optional: Select Equipment
You can include equipment details, such as the Asset ID or Tag ID, if relevant to the request. This step is optional.
Select Request Type
You will have the option to choose between:
Help: If you need to collect all the information about a request including refund information if applicable.
Refund Only: If you only need to collect refund information
Optional: Add a Message
You can add a personalized message with additional instructions or context for the customer. This message will be included with the request link sent to the customer.
Send the Request Link
Once all required information is filled in, click Save to send the request link to the customer. The customer will receive the link through the provided communication method (email or SMS).
Sending a Request Link from an Existing Request
Operators can also send a Request Link from an existing Help Request or Refund Request to gather more information from the customer. Here’s how:
Open the Existing Request
Navigate to the Help Requests or Refunds tab and locate the request you need more information for.
Select "Send Request Link"
In the request row, click the three-dot menu (⋮) on the right-hand side.
From the dropdown, select Send request link. This will allow you to send a new request link to the customer for additional information.
Complete the Request Link Process
After selecting Send request link, follow the standard steps for sending a request link. The customer will receive the new link via email or SMS, allowing them to provide the additional details needed for their request.
This option is useful when you need further clarification or more detailed information about the issue or refund, and it keeps everything tied to the original request for better organization.
Managing and Viewing Request Links
View Sent Request Links
Once a request link has been sent, operators can view and manage all links by navigating to the Customers tab and selecting View Request Links.
Track Outstanding Requests
All outstanding request links are displayed in the Customers tab. This view shows which requests are still pending, allowing operators to follow up with customers if necessary.
Delete Requests
Operators can delete any request links that were sent in error or are no longer needed. Please note that once deleted, the request cannot be recovered.
Frequently Asked Questions (FAQs)
Q: How will the customer receive the request link?
A: The customer will receive the request link via the contact method provided (either email or SMS).
Q: Can I track whether the customer has opened the request link?
A: Yes, the Viewed column in the request management screen will indicate whether a customer has opened the request link.
Q: Can I edit or resend a request link once it’s been sent?
A: No, you cannot edit or resend a request link after it has been sent. However, you can delete the request and create a new one if necessary.
Q: What should I do if a customer doesn’t respond to the request link?
A: You can follow up directly with the customer or delete the request and send a new one if needed.
Conclusion
The Request Link feature is designed to make it easy for operators to gather necessary information from customers without lengthy email or phone exchanges. The ability to manage and track outstanding requests ensures a smooth workflow and better customer service. If you have any further questions or need assistance, please contact our support team.