Open Request

Opening a request is the first step in working with a client. This instruction will show how to find and open the needed request to start serving the client.

When Needed

  • A new message has arrived from a client.
  • You need to continue working with a request that was paused.
  • You need to find a request from history for checking or adding information.

What's Important to Know

  • Request — dialog with a client that may contain multiple messages.
  • Request list — list of all requests, organized by statuses, folders, or filters.
  • Active request — request that is open in the messages window.

Prerequisites

  • You are logged in with operator rights.
  • You have navigated to the OperatorLine module via Apps -> OperatorLine.
  • There are requests in the system that need to be processed.

Step-by-Step Instructions

  1. In the OperatorLine module, view the request list in the left part of the screen.
  2. Find the needed request:
    • Use filters or search if there are many requests.
    • View the list by statuses (new, open, closed).
    • Use folders to navigate through organized requests.
  3. Click on the needed request in the list — a window with conversation history and a field for entering messages opens on the right.

What Happens After

The request opens in the messages window, where you see the full conversation history with the client. You can start serving — reply to messages, add notes, change status.

How to Verify It Worked

  • Check that the window with conversation history opened on the right.
  • Make sure you see all messages with the client.
  • Check that the field for entering a message is available.

Other Ways

  • Use search by client or request number for quick finding.
  • You can open multiple requests simultaneously in different tabs (if supported).
  • Use quick filters to select requests by various criteria.