Requests: How to Review and Manage Incoming Bookings or Estimates in Diamond Operations Pro

What a request is

A "request" is a petition submitted by a client or prospect to ask for a service, reserve a date, or request an estimate.

It may come from a public page, from the booking engine, or from a form connected to the system.

The request represents the client’s intent, but it may still require review before becoming an operational job.

What this module is used for

The "Requests" module allows you to review and control incoming requests before accepting them.

From this module, you can:

• Review requests submitted by clients.
• View contact information.
• Review address and service details.
• Confirm the requested date and time.
• Check estimated amount or duration, if applicable.
• Validate availability.
• Edit information before approving.
• Approve requests that can be serviced.
• Cancel requests that should not continue.
• Prevent incomplete information from becoming a job.

This module helps protect the operation from errors before creating jobs in the schedule.

Who should use this module

The "Requests" module is intended for users who review incoming opportunities or coordinate services before confirming them.

It can usually be used by:

• Administrators.
• Coordinators.
• Sales staff.
• Dispatchers.
• Supervisors.
• Users who manage bookings.
• Users responsible for reviewing public requests.

Access should be assigned to people who can validate information, review availability, and decide whether a request should be approved, edited, or canceled.

When to use "Requests"

Use this module when you need to review a request before converting it into a job.

Common cases include:

• A client submits a request from the public page.
• A booking request is received.
• An estimate request is received.
• Availability needs to be confirmed before accepting.
• A request requires manual correction.
• Client information is missing.
• The requested time may create a conflict.
• A request that cannot be serviced needs to be canceled.
• Information needs to be reviewed before creating a confirmed job.

Types of requests

Requests may vary depending on the workflow configured by the company.

Booking request

Before approving it, confirm that the date and time are available and that the team can perform the service.

Estimate request

An "estimate request" is a petition to receive a quote before confirming the service.

This type of request may require additional review, client contact, or manual adjustment before continuing.

Service request

A "service request" may include general information about what the client needs, but it is not always ready to become a job.

It should be reviewed carefully to confirm that the information is sufficient.

Information a request may show

Each request card or record may include useful information for deciding what to do.

It may show:

• Task number or reference.
• Requested date.
• Requested time.
• Request type.
• Client name.
• Email address.
• Phone number.
• Address.
• Requested services.
• Estimated amount.
• Estimated time.
• Notes submitted by the client.
• Status or available actions.

Visible information may vary depending on configuration, permissions, and request origin.

Important concepts

Request
A petition submitted by a client or prospect.

Booking request
A request to book a service on a specific date or time.

Estimate request
A request to receive a quote before confirming the service.

Approve
Action used to accept the request and continue the corresponding workflow.

Cancel
Action used to reject or close a request that will not continue.

Check
Action used to review availability before approving.

Confirmed job
A job created or advanced after approving a request, depending on the system workflow.

Main Requests screen

The main "Requests" screen shows incoming requests grouped by date.

From this screen, depending on the user’s permissions, you can:

• Review visible requests.
• Filter by date range.
• Read request cards.
• View client information.
• Review requested services.
• Check time and address.
• View estimated amount or duration.
• Check availability.
• Approve requests.
• Cancel requests.
• Edit information before continuing.

Not all requests are ready to be approved. Some need data confirmation, availability review, address correction, or price validation.

Before approving, confirm that the team can actually perform the requested service.

Some requests need adjustments before continuing.

Editing may be necessary when:

• The client entered an incomplete address.
• The time needs to be changed.
• The requested service is unclear.
• The price or estimate needs review.
• Important notes need to be added to the job.
• The property or client needs correction.
• Billing information is needed.

Editing before approval helps prevent errors from moving into the confirmed job.

If you cancel a request due to lack of availability or incomplete information, document or communicate the reason according to the internal process.

How to decide between approve, edit, or cancel

Use this quick guide:

Approve

When the request is complete, the time is available, and the service can be performed.

Edit

When the request has useful information but needs adjustments before continuing.

Cancel

When the request cannot be serviced, the client no longer wants it, or there is no way to complete it correctly.

Choosing the correct action prevents poorly created jobs and improves the client experience.

Relationship with the schedule and jobs

Approved requests may move into the booking or job workflow, depending on the configuration.

That is why, before approving, you should review how it will affect the schedule:

• Date.
• Time.
• Duration.
• Available employees.
• Requested services.
• Location.
• Operational capacity.

A request approved without review can create conflicts in the daily operation.

Best practices

To manage requests in an organized way:

• Review incoming requests frequently.
• Do not approve incomplete requests.
• Check availability before confirming.
• Review client notes.
• Correct address, service, or time before approving.
• Contact the client when important information is missing.
• Use cancellation only when the request should not continue.
• Review the date range if you do not see new requests.
• Keep coordination with sales, operations, and dispatch.
• Confirm that the request advances correctly after approval.

Expected result

By the end, the user should be able to:

• Review incoming requests.
• Interpret client, service, time, and address data.
• Validate availability before approving.
• Edit requests with incomplete or incorrect information.
• Approve requests that can be serviced.
• Cancel requests that should not continue.
• Avoid schedule conflicts.
• Convert requests into bookings or jobs more safely.
• Keep an organized request inbox within Diamond Operations Pro.