Handle client requests

Client requests is where your team handles what clients need after the deal: closing documents, a repair after move-in, a question about a contract. Each request gets a number the client can follow, an owner on your team and, on Pro and up, a time it's due.

Questions about ControlLaunchPad itself go to Support, where you chat with our team.

Where requests come from

• Your request form. Open Client request settings (the gear in the Client requests header) and turn on the Request form. It has its own link, like /h/your-company, with Copy and Open, an embed code for your website and a QR code. Clients pick a topic, say what they need, and get a request number on the spot.
• New client request, in the Client requests header, on a lead's Requests card, in the inbox's lead panel, or from search (Ctrl K).
• From a message. In the inbox, hover a client's message and press the life buoy, Turn into a request. The subject and details are filled in from the message.

Work the queue

• The views: Mine, Unassigned, Open, Due soon, Waiting on client, Solved and All.
• The numbers under the header: Open, Due today, Overdue, First reply (the 30-day median) and Satisfaction.
• Filter by Priority, Category or Assignee, and sort the list.
• J and K move, Enter opens, X selects, and the bar at the bottom assigns, moves or reprioritizes several at once.

Answer a request

1. 11. Open it and press R to reply. Pick Reply by email or Reply by text, or I for an Internal note your team sees and the client never does.
2. 22. Use a saved reply from your templates if one fits.
3. 33. Press Send: Enter sends a text reply or a note, and Ctrl Enter sends an email (Shift Enter starts a new line). The arrow beside it has Send and wait for client and Send and solve.

An email reply goes out from your own mailbox when you've connected your email, and the client's answer comes back to the request. Otherwise it goes from your workspace's address for client requests on Channels.

The status menu in the header moves a request between Open, Waiting on client (the clock stops until they reply), On hold (waiting on someone else, like a lender), Solved (it reopens if the client replies before it closes) and Closed (final; a new message starts a follow-up request). Solve is E; Shift E reopens. Set the priority (Urgent, High, Normal, Low) and the assignee (A) beside it.

What clients see

When a request opens, the client gets its number and a private link by email, or by text when there's no email. That page shows where it stands, the conversation with your team (first names only, never internal notes) and a box to write back. Turn this off with Send the request number when a ticket opens in Client request settings.

Close solved requests after sets how long a solved request waits for a reply before it closes.

Response targets and ratings

On Pro and up, owners and admins set Response targets: how soon to reply first and to solve, per priority. The defaults are 1 hour and 8 hours for Urgent, down to 2 and 10 business days for Low. With Business hours only on, the clock runs weekdays from 9 AM to 6 PM in your time zone. Requests show the time left, and the assignee is warned before a target is missed.

Ask for a rating when it's solved sends the client a link five minutes after a request is solved, to rate the help from 1 to 5.