Requests and journal
The journal lists the requests that have ended: confirmed, declined, expired, cancelled or closed. The full chain of events of any request, including one that is still waiting, is on its detail view.
StatusesLink to this section
| Status | Meaning |
|---|---|
| Waiting for an answer | the agent sent a request and you have not answered yet |
| Confirmed | you confirmed |
| Declined | you or your rules declined |
| Counter-offer | you suggested something else and the agent decides |
| Closed | the agent rejected the counter-offer |
| Expired | there was no answer in time |
| Cancelled | the agent cancelled |
What is recordedLink to this section
Every request has a series of events: creation, reminder, confirmation or decline, counter-offer, cancellation, delivery of a notification to the agent. The reminder is only recorded in the journal: nothing is sent to you as an SMS or an email. For each event the system keeps who did it (agent, owner or the system) and when.
The events are chained: each carries a fingerprint of the previous one. If someone changes or deletes an old event, the chain breaks and it can be seen. That makes the journal evidence rather than just a list.
Browsing and exportLink to this section
The journal can be filtered by date, kind and status. You can download the table as a CSV file.
Customer dataLink to this section
A request holds the data the agent sent, such as a name, phone, address and notes. You and your team see it. The agent does not get the phone back, but does get the name, address and notes of its own request. Administrators of the operator can access it for support and security, every administrator action is logged, and contact details are masked in the administration screens. Personal data inside requests is anonymised 12 months after the date of the request, and the anonymised journal record stays. See the Privacy Policy.