Assign and move a request on
Pick who looks after a request, move it to In progress and Ready, mark it Sent, undo Sent, or cancel it.
What it's for
After a request is accepted, an administrator follows it to the end: picks the team member who looks after it, moves it on as the creator makes it, or cancels it. This happens in the Update (admin) card on the request page. When the content goes to the fan, the chatter or manager who works on that page clicks Mark sent; you can too, and you can undo it. Every change is written to the request's History.
Before you start
- You're signed in as an Administrator.
- There is a request with the status Approved (see Approve or decline a request).
Steps
Open the request
Click Operations → Requests, then the All tab, and open the request. Scroll to the card Update (admin): "Status, payment, refund and assignee. Every change is logged."
Pick who looks after it
In Assignee, pick a team member, or Unassigned. The list shows active people whose role can submit content requests (by default administrators, managers and chatters). Click Save update.
Move it to the next status
In Status, pick the next step and click Save update. The list only offers the moves allowed from where the request is now:
| Now | You can pick |
|---|---|
| Submitted | Approved, Declined or Cancelled |
| Approved | In progress or Cancelled |
| In progress | Ready or Cancelled |
| Ready | Sent, back to In progress, or Cancelled |
| Sent, Declined, Cancelled | Nothing: these are final |
A typical request goes Approved → In progress → Ready → Sent. Usually the chatter marks it sent with Mark sent (next step) rather than you picking Sent here.
Add a note if it helps
Note (needed to decline) is added to the History line of this change, for example "sent to the fan by message".
Mark it sent
On an Approved, In progress or Ready request, click Mark sent under the title (or on the To send tab, the Mark sent button of its row). A window asks Mark this custom sent? with the request's name and "The request moves to Sent and the person who submitted it is told."
- Sent locked for (optional): if it went out as a locked message, its price in USD. If a price was typed when the request was submitted, it is filled in: change it if it was sent for a different price.
- For a Physical item, the window is Mark this item sent? instead: it asks for the Carrier and the Tracking number, with no locked price (see Ship a physical item).
Click Mark sent (or Cancel).
Undo Sent
If a request was marked sent by mistake, open it and find the Undo Sent card: "Moves the request back to Ready, for example when it was marked sent by mistake." Write the reason in Why it wasn't sent and click Undo Sent.
Cancel a request
If the fan cancels or the request can't be done, pick Cancelled in Status, write why in Note (needed to decline) and click Save update. A cancelled request can't be moved again.
What you should see
- A message at the bottom right says Request updated.
- The status badge changes. A Sent or Cancelled request no longer shows Overdue.
- After Mark sent: the message Marked sent., the status Sent, a Sent line at the top with the time and who sent it, and in History "Ready → Delivered · Sent to the fan" (with "(locked for $150.00)" when there is a locked price). The creator sees "Moved to Sent." in their portal.
- After Undo Sent: the message Sent undone., the status Ready, and in History "Delivered → Ready · Sent undone ·" followed by your reason.
- History adds one line with the old and new status, the payment, the assignee and your note, for example "Approved → In progress · partially paid ($50.00 paid) · assignee Jane Example · sent to the creator". If only the assignee changed, the line starts with the current status.
- The assignee shows in the Assignee fact at the top of the page.
Test checklist
Good to know
Update card on final requests
On a Sent, Declined or Cancelled request, the Update (admin) card only changes the payment and Refunded: the status and the assignee are final. To give a declined request another chance, use the Reopen card (see Approve or decline a request).
Choosing Declined here needs a note, like Decline: without one you get Say why it is declined.
Accepting and denying
On a Submitted request the Status list also offers Approved and Declined. Use the Approve or decline card instead: it asks for a reason when you decline and shows the decision to the submitter.
Who can mark a request sent
By default Chatters and Managers can, for the creators they work on in Infloww and for requests assigned to them (the role permission Mark content requests sent). Administrators can for every request. Only administrators undo Sent.
If two people try at the same time, the second one sees "Someone updated this request. Reload and try again." A request that is already sent says "This request was already sent."
The person who submitted a request can't cancel it themselves. They ask an administrator. Nobody is emailed when a request is assigned or moves on yet: check History.