Automate new-request handling

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.

Choose Save workflow settings.

The default auto-reply text reads "Hi , thanks for reaching out to ! 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.

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.