Requests
Last Updated: 2026-05-24
Requests are the follow-up items Mylla creates from calls. A request captures what the caller asked for, who should handle it, its priority, and the call it came from.
The page still lives at /docs/leads for old links, but the product surface is
called Requests.
What Is A Request?
When a caller asks for something your team should act on, Mylla creates or updates a request. Examples include:
- Booking or rescheduling an appointment
- Asking for a quote
- Needing a call back
- Leaving an urgent message
- Asking a question your team should review
Caller identity is managed on the Customers page. The request is the work item your team follows up on.
Request Statuses
| Status | Meaning |
|---|---|
| New | Captured from a call and not yet handled |
| Assigned | Owned by a team member for follow-up |
| Contacted | Someone has reached out to the customer |
| Completed | Follow-up is done |
| Archived | No longer active, kept for records |
Managing Requests
Viewing Requests
- Super Admins and Admins see requests across the business.
- Members see requests assigned to them and unassigned requests in their accessible location queues.
Updating Status
Open a request from the Requests page and change its status as you work through follow-up.
Assigning Requests
Super Admins and Admins can assign requests to team members. Members can claim work that is visible to them.
Adding Notes
Use notes to capture follow-up attempts, preferences, or context your team needs before contacting the customer.
Reviewing The Call
Each request links back to the original call, transcript, recording when available, customer, agent, and location.
Priority
| Priority | When to Use |
|---|---|
| Low | General inquiry, no urgency |
| Normal | Standard follow-up needed |
| High | Time-sensitive request |
| Urgent | Emergency or VIP caller requiring immediate attention |
Filtering And Search
Filter requests by status, owner, priority, location, date, or caller details.