# Take a request and book an assessment

> Requests (leads and inquiries) come in from your booking forms, website forms and the Client Hub, or you log them from a call. Book an assessment, mark it done, then make the quote or go straight to a job.

A request is someone asking for work: a lead, an inquiry, a call about a gutter repair. **Requests** keeps them all in one list, wherever they came from. From a request you book a site visit (an assessment), then make the quote, or skip the quote and go straight to a job.

## Who can do it

Owners, admins, office staff and estimators whose role includes **Quotes and sales** can log requests, book assessments and make quotes from them. Crew leads can open **Requests** and look, but not change anything. Field crew only see the requests whose assessment they're on. See [What each role can see and do](https://crewtavo.com/docs/team/roles-and-permissions/).

## Where requests come from

- **Your booking forms**, built in **Settings → Online booking** and put on your website or shared as a link. See [Put a booking form on your website](https://crewtavo.com/docs/sales/booking-form-on-your-website/).
- **Your website's own contact form**, pointed at Crewtavo with [Website Forms](https://crewtavo.com/docs/connections/website-forms/).
- **The Client Hub (your clients' portal)**, where a client chooses **Request work**. See [The Client Hub](https://crewtavo.com/docs/clients/client-hub/).
- **Referrals**, and requests an AI assistant logs for you.
- **Ones you log yourself**, from a phone call, an email, or someone who flags you down on a job.

Under each request's title, the list says where it came from: **Booking form**, **Website form**, **Client Hub**, **Phone**, **Email**, **In person**, **Referral** or **AI assistant**.

The office gets a notification for each new request from a booking form, a website form, the Client Hub or a referral ("New request from …"). That's one of your starter [automations](https://crewtavo.com/docs/clients/automations/), so you can change who gets it or turn it off.

## Log a request from a call or an email

1. Open **Requests** and choose **New request**. You can also pick **Request** in the sidebar's **Create** menu, or choose **New request** on a client's page.
2. Under **Client**, search by name, email or phone. For someone new, type their name and choose **Create "…" as a new client**. They're added as a lead.
3. Pick the **Property**, or **No specific property**.
4. Fill in **What do they need?** (like "Driveway estimate") and anything else under **Details**.
5. Under **How did it come in?**, pick **Phone**, **Email** or **In person**.
6. Choose **Create request**.

A client you just added has no address yet. Add one on their page, then pick it with **⋯** then **Edit request**, so you can measure the property and the crew knows where the assessment is. See [Add clients and properties](https://crewtavo.com/docs/clients/clients-and-properties/).

## Find a request

The tabs along the top of **Requests** sort them by where they are:

| Tab | What's in it |
| --- | --- |
| **Open** | Everything you haven't quoted, converted or archived yet. This is where you start. |
| **New** | Nobody has booked an assessment yet. |
| **Assessments** | An assessment is booked (**Assessment booked**) or done (**Assessment done**). |
| **Quoted or converted** | You've made a quote from it, or turned it into a job. |
| **Archived** | Requests you've put away. |

Search by the client's name or the request's number. A new request that's been sitting for more than two days says **Waiting over 2 days** in red, and the request itself says "Waiting over two days." at the top. Get back to those first.

## What's on a request

- **What they asked for**: the details, and the answers to your booking form's questions.
- **Plans and files**: photos and plans the client sent, and any you add. Drag files onto the card or choose **Add files**. They carry over to the quote you make from the request, or to the job. See [Upload and manage plans for a job](https://crewtavo.com/docs/jobs/plans-and-files/).
- **Assessments**: the site visits booked for it.
- **Quotes**: any quotes made from it, with their status.
- On the side: the client's contact details, the **Property**, when it was **Received** (and through which form), any **Promo code** they entered, and, if you count your website's visits with [Website analytics](https://crewtavo.com/docs/connections/website-analytics/), where they **Came from**.

To change the title, the details or the property, open the **⋯** menu and choose **Edit request**. A request can't be moved to another client.

## Book an assessment

An assessment is a visit to look at the job and measure it before you price it.

1. On the request, choose **Schedule assessment** (or **Schedule** beside **Assessments**).
2. In **Schedule an assessment**, set the **Date**, **Starts** and **Ends**, or turn on **Anytime that day**. **Find a time** suggests open slots in the next week.
3. Pick the **Crew** and the **People** going, and add **Instructions for the crew** if they need them.
4. Choose **Schedule**.

The request moves to **Assessment booked**, and the visit shows on the schedule and on the assigned people's **My day**. Click an assessment on the request to change or delete it. For running the schedule, see [Run the schedule day to day](https://crewtavo.com/docs/jobs/run-the-schedule/).

### Mark the assessment done

When you've been out, choose **Mark assessment done** under **Assessments**. The request moves to **Assessment done**, ready to quote.

:::note
Finishing the assessment visit on the schedule doesn't change the request by itself. Choose **Mark assessment done** on the request, or just make the quote: that moves it along too.
:::

## Measure the property

Choose **⋯** then **Measure on the map** to outline the lawn, roof or driveway on the aerial. It's there once the request has a property. The measurement is saved with the request and goes onto the quote you make from it, ready to fill in quantities. See [Measure a yard or a roof](https://crewtavo.com/docs/measuring/measure-yards-and-roofs/).

## Make the quote

Choose **Create quote**. Crewtavo starts a draft quote for the same client and property, titled like the request, at your usual sales tax, and opens it. The request moves to **Quoted**. Any measurement made from the request moves onto the quote, and so do its files.

Then add the lines and send it: see [Create and send a quote](https://crewtavo.com/docs/sales/quotes/).

You can make more than one quote from the same request, like a repair and a replacement: choose **Create quote** again.

:::tip
A quote made this way doesn't get a **Valid until** date. Set one on the quote before you send it if you want it to expire.
:::

## Skip the quote and make a job

For work you'll do without a quote, like a repeat client's small repair, choose **⋯** then **Convert straight to a job**. Crewtavo makes a job for the same client and property, with the request's details as the job's instructions and its files on the job, and opens it. The request moves to **Converted**. The job starts with no line items: add them on the job. See [Create a job or recurring service](https://crewtavo.com/docs/jobs/jobs-and-recurring-service/).

## Archive, reopen or delete a request

- **Archive request**, in the **⋯** menu, puts away a request you won't follow up on, like spam or someone who went elsewhere. It moves to the **Archived** tab.
- **Reopen request**, on an archived one, brings it back as **New**.
- **Delete request** removes it for good, with its assessments: "Its assessments are deleted too. This can't be undone." It's only there while no quote has been made from the request. Once there is one, archive it instead.

On the [Sales board](https://crewtavo.com/docs/sales/sales-board/), dropping a request on **Drop here to mark archived** archives it too.

## If something's off

**There's no Schedule assessment or Create quote button.** Your role doesn't include **Quotes and sales**, or the request is converted or archived. Reopen an archived one first.

**Measure on the map isn't in the menu.** The request has no property. Choose **Edit request** and pick one, or add an address to the client first.

**The same person shows up as two clients.** A booking form finds a client you already have by their email or phone. If they typed ones you don't have for them, they come in as a new lead. See [Put a booking form on your website](https://crewtavo.com/docs/sales/booking-form-on-your-website/#when-an-existing-client-uses-the-form) for what to do.

Source: https://crewtavo.com/docs/sales/requests/ (last updated 2026-11-04)