# Automate new-request handling

> Notify the team, auto-reply, assign, or start a workflow when a request arrives, push leads in with the inbound API, and announce them by webhook.

- Product: Workspace369
- Documentation version: 2026.3
- Section: Client work
- Last updated: 2026-09-07
- Canonical source: https://docs.workspace369.com/v/2026.3/core-workflows/automate-new-request-handling/

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Requests settings decide what happens the moment a lead arrives. The **Default Workflow** applies to every request unless a form overrides it, the **Inbound API** lets other systems create requests, and **Outbound** connects request events to your webhooks.

Open **Requests**, choose the settings menu in the list header, then the tab you need. All of this requires the **Manage Request Form Settings** permission.

## Set the Default Workflow

The Default Workflow has four steps. Each has a switch and its own options.

1. **Notify Team**, on by default, alerts the workspace when a new lead arrives. Choose **Push notification**, **Email notification**, or both.
2. **Auto-Reply to Lead**, off by default, sends an instant acknowledgment to the person who submitted the request. Choose the channel: SMS, email, or both. Choose **Send delay**: **Immediately** or **5 min**. Edit the **SMS Template** and the **Email Template**. The templates accept the variables `{{name}}`, `{{business_name}}`, `{{phone}}`, `{{email}}`, and `{{source}}`, and the SMS editor counts characters and segments as you type.
3. **Auto-Assign**, off by default, routes the lead to a team member: a specific person or round-robin.
4. **Trigger Workflow**, off by default, starts one of your existing workflows when a lead arrives. Build the workflow first under Workflows with the **New Lead** trigger, then select it here. See [Build, test, and activate a workflow](/v/2026.3/automation/build-test-activate-workflow/).

Choose **Save workflow settings**.

The default auto-reply text reads "Hi {{name}}, thanks for reaching out to {{business_name}}! We received your request and will get back to you within 24 hours." Text auto-replies are sent as service messages and are never sent twice for the same request.

A form can replace these settings for its own submissions with the **Workflow Override** section in the form editor.

## Connect another system with the Inbound API

Use the Inbound API when leads come from a system that cannot use your form, such as a CRM, an ad platform, or an automation service.

1. On the **Inbound API** tab, choose **Generate Key**. Copy the key now; it is shown once and stored hashed.
2. Send leads to the endpoint shown on the tab, with the key in the request headers. A lead needs at least a name; email, phone, message, and source are optional.
3. Under **Field Mapping**, map your system's field names to Workspace369 fields when they differ. Without mappings the fields are `name`, `email`, `phone`, `message`, and `source`.
4. Use the **Test Tool** to send a test lead and confirm it appears in Requests.

**Recent API Activity** shows the latest calls. The **Quick Reference** lists the responses: created, validation error, invalid key, and rate limited. The API accepts up to 100 requests per minute per workspace, and a phone number that cannot be parsed is rejected.

Choose **Regenerate Key** to replace a key. The old key stops working immediately, so update every system that uses it.

## Announce request events with webhooks

The **Outbound** tab lists the request events available to webhooks: a lead created, converted, or archived. Choose **Open Webhooks Settings** to add a destination. See [Integrations and API](/v/2026.3/admin/integrations-and-api/).

## Verify the setup

1. Submit a test request through a form or the Test Tool.
2. Confirm the New Lead notification arrives and, if enabled, the auto-reply reaches the test contact.
3. Check that any triggered workflow logged a run under Workflows.
4. Archive the test request.