Service Requests is where all your customer leads appear in Breezy AI.
Whenever a customer contacts your business through the website chatbot or the after-hours voice agent, Breezy automatically creates a service request with the details of that interaction.
This page becomes your main workspace for reviewing leads, following up with customers, and tracking the progress of each request.
What a Service Request Is
A service request is a record created when a customer submits their information through one of your AI agents.
Each request contains the details your team needs to follow up with the customer.
A typical service request includes:
Customer name and contact details
Phone number, email address, and service locationType of service needed
For example AC repair, furnace maintenance, or plumbing issueDescription of the request
Details about the customer's problem or what they need help withCustomer availability
Information about when the customer is available for serviceRequest source
Whether the lead came from the website chatbot or an after-hours phone callCurrent request status
The stage of the request in your workflow
How Service Requests Are Created
Service requests are created automatically when a customer interacts with one of your AI agents.
This happens when:
A customer completes a chat conversation on your website and submits their details
A customer calls your business after hours and the voice agent captures their request
Once the information is collected, Breezy AI creates the service request and notifies your team. No manual data entry is required.
Viewing Your Service Requests
To view your requests, go to: Service Requests
You will see a list of all requests, sorted by the most recent.
From this page you can:
Search requests
Find requests by customer name, phone number, or keywordsFilter requests
Narrow the list by status, date, or request sourceOpen a request
Click any request to view the full details and conversation history
Service Request Statuses
Each service request moves through a simple lifecycle as your team works with the customer.
Status | Meaning |
New | The request just came in and your team has not contacted the customer yet |
Contacted | Someone from your team has spoken to or messaged the customer |
Scheduled | The service appointment has been booked |
Completed | The work has been finished |
Updating the status helps your team stay organized and track progress for each request.
Getting Notified About New Requests
When a new service request is created, Breezy AI can notify your team automatically.
Notifications can be sent through:
Email
Sent to the addresses configured in Company Settings → NotificationsSMS
Sent to the phone numbers configured in Company Settings → Notifications
Make sure these notification settings are configured so your team never misses a lead.
Frequently Asked Questions
Can I manually add a service request?
Currently, service requests are created automatically by your AI agents.
If you need to log a request manually, contact support for guidance.
Can I delete a service request?
Service requests are stored as records of customer interactions.
If you need to remove one, contact support for assistance.
How long are service requests kept?
Service requests remain stored in Breezy AI for as long as your account is active.
Can my whole team see service requests?
Yes. All team members with access to your Breezy AI account can view and update service requests.