Requests: bookings, orders and tickets

Requests is where your team works with the bookings, orders and tickets that come from your inbox bots, your team and your customers. Open it from the menu group Engage → Requests (/app/requests). The old address /app/bookings opens the same page.

The tabs

• Bookings — appointments, tables, visits and rooms. A number on the tab counts requests Waiting for approval. See Requests: bookings.
• Orders — orders from restaurant, cloud-kitchen and events bots, and orders you add by hand. The number counts orders that are New. See Requests: orders.
• Tickets — support questions, after-hours callbacks and every bot hand-over that collected answers (for example a travel quote request). The number counts open tickets. See Requests: tickets.
• Leads are not a tab here: they are on Engage → Leads (/app/leads; how leads work). The old address /app/requests/leads opens that page.
• Settings — Owners and Admins only: approval of bookings, reminders, the morning summary and WhatsApp templates. See Requests: settings.

What becomes a request

1. A bot that books (a Booking step) makes a booking.
2. A bot with an Order step makes an order.
3. A bot with a Ticket step opens a ticket.
4. A Hand-over step opens a ticket when it collected at least 3 answers, or when its tags include request, unless the bot is set not to. The answers become the ticket's fields and the category is the service the customer chose. So a quote request ("Flight booking", "Hotel booking", "Holiday or Umrah", "Visa help") never lives only in the inbox.

Every request is linked to its inbox conversation. In the Inbox the conversation shows a Requests strip under its header, for example Ticket #1023 · Open or Booking Sat 20 Dec, 10:00 · Requested; press one to open the request here. On a phone the strip is one chip, Requests: N, that opens the list in a sheet. When a request is created or its status changes, the conversation gets an internal note (never sent to the customer), such as "Requests: Booking 20 Dec 2026, 10:00 · Confirmed (Mona)".

The request drawer

Press any row to open its drawer:

1. The details at the top (customer, time or items, total, fields the bot collected).
2. What to do — the buttons for the next step, with Tell the customer (see Requests: messages to the customer).
3. Conversation — the latest messages with each message's delivery state (Sent, Delivered, Read, Not delivered with why, in words, and a Reconnect link when the channel is disconnected), Saved replies, the reply box and Send.
4. Timeline — who created it (the bot or a team member), every status change and who made it, notices sent to the customer (or why they could not be), replies and internal notes. Type in Add a note for your team and press Add note to leave a note the customer never sees.

Your team is told

• A new booking, a booking request, an order or a ticket from a bot rings the bell for everyone in the workspace who can read the inbox (New booking, Booking request waiting for approval, New order #…, New ticket #…). Press the notification to open the request.
• A customer who cancels in the chat, or replies 2 to a reminder, rings the bell too (Booking cancelled by the customer). A request still Waiting for approval 2 hours before its time rings again (Booking request still waiting), and when its time comes it is declined (Booking request declined automatically). The date in each notification is in the reader's own language.
• The morning summary ("Today at …: Bookings today, Waiting for approval, Open tickets, New orders") arrives at the hour set in Requests settings, in the bell and by email, following each person's choices under Your account > Notifications.

Who can do what

• Everyone who can read the inbox sees Requests.
• Changing a request, replying and adding notes need permission to reply in the inbox (Owner, Admin, Editor or Agent).
• Only Owners and Admins see Settings.