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Managing Incoming Requests

Learn how to monitor and act on customer session requests as they arrive, move through the queue, and progress toward a confirmed booking.

Before You Begin

  • You need Organizational Admin access for your organization.
  • Requests are created when a customer submits one of your intake forms. Make sure you have at least one published form before expecting requests to appear. See Create Request Forms.
  • Trainers are notified automatically when a request arrives. See Notify the Right Trainers About New Requests for how that routing works.

How Requests Work

When a customer fills out your intake form and submits it, Ordinatus creates a request. From that point, the request moves through a series of statuses until the session is completed.

Status What it means
New Request just submitted. Routing is evaluating eligible trainers.
Eligible Trainers Notified Ordinatus has emailed the trainers who are eligible to claim this request. The request is waiting for a trainer to claim it.
Claimed by Trainer A trainer has claimed the request and will reach out to the customer.
Customer Scheduling The trainer sent the customer a scheduling link. Waiting for the customer to pick a time slot.
Pending Payment The customer selected a slot. Waiting for payment to be completed.
Confirmed Payment is confirmed and the session is booked.
Completed The session took place and has been marked complete.
Canceled The booking was canceled.
Expired The customer did not complete payment before the checkout window closed.
Stuck (Needs Attention) The request is stalled and needs manual review.

Step 1: View Incoming Requests

As an Organizational Admin you access requests through the portal — the same dashboard your trainers use.

  1. Log in to Ordinatus.
  2. If you belong to more than one organization, select the correct one.
  3. Click Portal in the navigation to open your portal dashboard.

Portal dashboard showing the New Requests queue

The New Requests section lists every request in New or Eligible Trainers Notified status — that is, requests that have not yet been claimed by a trainer. The table shows:

  • The date and time the request was submitted.
  • The customer's name.
  • The topics extracted from their form answers.
  • The customer's availability by time period (if your form collects it).

Tip: Your Admin Dashboard (Admin in the navigation) also shows a count of unclaimed requests at a glance, so you can spot a growing queue without opening the portal.

Step 2: Open a Request

  1. In the New Requests table on the portal dashboard, click View next to any request.
  2. The request detail page opens.

Request detail page showing customer information, form answers, and current status

The request detail page shows you:

  • Status badge — the current status of the request and when it was submitted.
  • Customer — name, email address, and phone number (if provided).
  • Request Details — the customer's answers to every question on your intake form.
  • Session Type — the session type assigned to this request (set by the form, adjustable before the booking is confirmed).
  • Claimed By — the trainer who claimed the request, and when they claimed it (only shown once a trainer has claimed it).

Step 3: Check Who Was Notified

After a customer submits a request, Ordinatus evaluates your routing rules and emails every eligible trainer. The request status tells you where things stand:

  • New means routing ran but found zero matching trainers. No one was emailed. Check your trainer skill tags and form routing rules. See Notify the Right Trainers About New Requests.
  • Eligible Trainers Notified means at least one trainer was emailed and the request is waiting to be claimed.
  • Claimed by Trainer or any later status means a trainer has taken ownership.

Once a request is claimed, the Claimed By section on the detail page shows the trainer's email address and the time they claimed it.

Step 4: Change the Session Type (If Needed)

If the session type on a request is wrong — for example, the customer's needs differ from what the form defaulted to — you can change it any time before the booking is confirmed.

  1. Open the request detail page.
  2. In the Session Type section, use the dropdown to select the correct session type.
  3. Click Update.

This action is available to Organizational Admins on any request in Claimed, Customer Scheduling, or Pending Payment status. It is not available once the session is Confirmed.

Note: Changing the session type affects the pricing the customer sees when they select their time slot. Make the change before the customer clicks the scheduling link if you need the corrected price to apply.

Monitoring the Request Queue

What "New" versus "Eligible" means

A request stays in New status if no eligible trainer was found (for example, no one has the required skill tags). A request moves to Eligible Trainers Notified as soon as at least one trainer is emailed. Both statuses mean the request is unclaimed.

Requests you have claimed (admin-as-trainer)

If your account is configured with the trainer role in addition to the admin role, you will also see a My Requests section on the portal dashboard. This shows requests you personally claimed, not all requests in the queue.

My Requests versus New Requests

New Requests (visible to everyone) shows unclaimed requests across the whole organization. My Requests (visible only when you have the trainer role) shows only the requests you personally claimed.

Tips

  • You cannot claim a request unless you also have the trainer role. Organizational Admins can view every request and change the session type, but only members with the trainer role can claim a request. If you need to claim requests yourself, ask your platform administrator to enable the trainer role on your account.
  • Requests are never lost. If a request has status New (no matching trainer was found), it still appears in the portal queue. You can monitor it and adjust routing rules or trainer skills so future requests route correctly.
  • The admin dashboard count is a quick health check. The "New Requests" metric on your Admin Dashboard counts requests in New or Eligible Trainers Notified status. If that number grows unexpectedly, open the portal to investigate.

Troubleshooting

A request is stuck in "Eligible Trainers Notified" and no trainer has claimed it. Check whether the email notification was delivered. If trainers are not responding, you can share the request URL with the appropriate trainer directly so they can claim it from the portal.

No trainers were notified (request shows "New" status). Ordinatus found no trainer whose skill tags cover the skills required by the request. Verify that: (1) the form's routing rules output the correct required skills; (2) the intended trainer has those skills listed on their team profile; (3) the trainer's membership is active. See Notify the Right Trainers About New Requests for the full troubleshooting guide.

The request has "Expired" status. The customer selected a time slot but did not complete payment before the checkout window closed. The slot hold has been released. The trainer can send the customer a new scheduling link to try again if the request is in a state that allows it, or you may need to create a new request.

The session type is wrong on a confirmed booking. Session type can only be changed before the booking is confirmed. Once confirmed, the session type and price are locked as part of the booking record and cannot be edited.