For agencies📥 Portal, Import & Reports
Answer a customer's change request
When a customer changes a booked job on their portal, small details apply at once and anything that could affect coverage waits for you.
A customer can change any job they can see. The provider and the onsite contact change right away, because they don't affect who covers it. A new date, time, language, place or person comes to you as a change request, because the interpreter may not be able to make it. The job stays exactly as booked until you answer.
Step by step
- 1You get a notification, and the request shows in Portal Requests under Change requests, with each change from old to new and the customer's reason.
- 2On the dispatch board, the job's card carries a Change tag, and its Assignment Details show "Change requested" with the same Review & Apply button.
- 3Click "Review & Apply". The job's Edit form opens with the new values filled in and a banner listing them.
- 4Check the interpreter can still make it, then save. Saving is what accepts the change. On a repeating job, choose "Just this one".
- 5To turn it down instead, click "Decline", add a reason if you like (it goes to the customer), and click "Decline and email the customer".
Tips
- Close the Edit form without saving to leave the request for later.
- If someone in your office changed the job after the customer asked, the banner warns you which values are out of date. You never apply an old change over a newer one by accident.
- A new person or place that matches exactly one of your records is selected for you. Otherwise pick or add them in the form.
- If the job is cancelled before you answer, its change request closes by itself.
- A customer can have one change waiting per job. If they change it again, the new request replaces the old one.
- If the decline email does not go out, because your email sender could not send it or you switched off "Booking portal: request declined" in Manage Sent Emails, OneTerp tells you, so you can let the customer know yourself.
- Every change, yours or the customer's, is in the job's history.
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