Review New first
New requests have not yet been recorded as contacted. Review the customer, vehicle, requested service and preferred timing before calling or messaging the customer.
The inbox shows the newest 100 requests matching the selected status. A large backlog can contain older requests outside this view, so this list is not a complete backlog count.
Give every request a next action
After outreach, keep the lifecycle current instead of leaving requests indefinitely in New.
- Review the visible New requests and open one that needs urgent follow-up.
- Check whether the requested service and timing are workable.
- Contact the customer.
- Move the request to Contacted, then Confirmed when an appointment is agreed.
Use terminal states correctly
Completed and Cancelled should describe an outcome, not simply remove an item from attention. Do not mark a request Completed when the customer did not receive the service.
Something unclear or out of date?
Tell us which instruction needs correcting. Do not send passwords, recovery links, session tokens or unnecessary customer information.
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