A request is an inbound submission from someone who is not yet a client: a quote request from your website form, a funnel sign-up, or a lead pushed in by another system. Requests land in one inbox where you review them, reply, and convert the good ones into clients without retyping anything.
Where requests come from
| Source | How it arrives |
|---|---|
| Intake forms | Forms you build under Requests settings, embedded on your site with one script tag or shared as a standalone page on 369.dev. See Build and embed an intake form. |
| Funnels | Sign-ups from a funnel page. They appear under the funnel's own filter and can be converted to clients automatically from the funnel settings. |
| Pages | Submissions from a published page. |
| Inbound lead API | Leads posted by another system with your API key. See Automate new-request handling. |
Online booking does not create requests. Booking requests are handled in the calendar; see Manage booking requests.
The Requests inbox
Open Requests under Clients in the sidebar. The badge on the entry counts new requests. On tablet and desktop the list sits beside the detail panel; on a phone, tap a request to open it.
- Search requests matches name, email, phone, and message.
- Filter by status with All, New, Reviewed, Converted, and Archived, and by form with All Forms or one of your active forms.
- Requests are listed newest first. Each row shows the name, when it arrived, a preview of the message, and its status.
Opening a new request marks it Reviewed straight away, so the badge reflects what nobody has looked at yet.
Read a request
The detail view shows when the request was submitted, the Contact Information with a tappable email and phone and the source, the Message, any Form answers the person gave to the form's own fields, any Tracking values the form captured, and the SMS Consent record: whether the person opted in to transactional or promotional texts, or recorded no SMS consent, and whether they accepted the terms and privacy policy. Below that, your team can leave internal comments with mentions and attachments. Comments are never visible to the prospect.
Tracking lists what the form captured from the link the visitor followed, such as ref or utm_source, or what another system sent with a lead through the inbound API. The card shows only when the form has hidden fields and at least one value was recorded. See Track where a lead came from.
The visitor's IP address and browser are recorded for compliance but are not shown.
Reply to a request
- Open the request and choose Reply.
- Choose Reply via Email or Reply via SMS. The option is unavailable when the request has no email or phone.
- Edit the prefilled greeting and send.
Replies go out through your workspace inbox. Only text a prospect who recorded SMS consent; the consent record on the request tells you.
Convert a request to a client
- Open the request and choose Convert to Client.
- The client record is created with the name, email, phone, message as a note, and the request's source as the lead source. The request moves to Converted.
Converting the same person twice, or a person a funnel already converted, links to the existing client instead of creating a duplicate. Creating a client can start your new-client workflows, which may message the prospect.
Any Tracking values on the request are copied onto the client as custom fields, so the campaign or referral that brought them in stays on the record you work from afterwards. A value the client already has is never overwritten, and only the tracking values are copied; the visible form answers stay on the request. On the client they appear under Other details, or under the matching custom field when you have defined one with the same name. The copy is made a moment after the conversion, so open or refresh the client to see it. Custom fields are included on every plan, starting with Cadet, the same as Requests.
Archive a request
Choose Archive from the request's menu to remove it from the working list. Archived requests stay under the Archived filter. Archiving is final: there is no delete, and an archived request cannot return to New.
Notifications and automation
- A new request sends a New Lead notification to the workspace. Tapping it opens the request. Requests have their own tab in the notification center.
- The Default Workflow under Requests settings can notify the team, send an instant auto-reply by text or email, and start one of your workflows. See Automate new-request handling.
- Workflows can use the New Lead trigger, with the lead's name, email, phone, source, and message available as variables.
- Outbound webhooks can announce when a lead is created, converted, or archived.
Permissions and plans
Request permissions are View Requests, Edit Requests, Archive Requests, Convert Request to Client, and Manage Request Form Settings. Every member who can view requests sees all of them; requests are not limited by client assignment. Requests, public intake forms, request tracking, and converting a request to a client are included on every plan, starting with Cadet.
Good to know
- Lead sources on a converted client come from the request itself, such as the form or funnel, not from the lead source list under Client Settings.
- Funnel leads carry no form, so they only appear under the funnel filter.
- Forms are edited only in Workspace369. Connected AI apps and AI AutoPilot can read forms and requests but cannot create or change a form, because its consent wording is a compliance record.