Request Customer Info
Instead of typing a customer's details in yourself, you can send them a secure link and let them fill everything in — and you choose exactly what to ask for. It uses the same Getting Started page as onboarding journeys, so the customer sees your branding and the answers land back in CleverOps for review.
Pick only what the situation needs:
| Quick pick | What the customer completes | Typical use |
|---|---|---|
| New customer — full pack | Details, legal identity (ID / company registration), keyholders & passwords, debit order, ID upload | Bringing a brand-new customer on without a quote |
| Customer details only | Who the account is for + contact and address | An ad-hoc sale that just needs a clean account |
| Site details | Address & access notes plus keyholders and response passwords | Adding a site to an existing customer |
| Debit order | Just the banking mandate | Switching an existing customer to debit order |
You can also tick any custom combination of sections. Signature tasks are not offered here — agreements are sent through the normal contract flow.
Send a request
Requests are started from the Start onboarding wizard (see Onboarding → Start onboarding):
For an existing customer: open the customer and click Start onboarding in the header — the customer is already filled in.
For a brand-new person: on the Customers page, click Start onboarding, choose New person or company and type their name (plus phone/email if you have them).
In step 2 choose Just collect information, in step 3 tick the sections (the quick picks above are the usual combinations), pick Send the customer a link, then Create & send link. If Send journey messages to customers is on (Onboarding → Settings), the link is delivered automatically within a minute — WhatsApp/SMS first, falling back to email, respecting consent. If it's off, copy the link and send it yourself. Links expire after 90 days.
What happens with the answers
The request lives as a journey on the Onboarding board (kind Info request), in the Onboarding column, marked waiting on customer:
- Every submission appears on the journey for review — verify it, or reopen it with a note the customer sees.
- Nothing blocks you: you can fill in or overwrite any section on the customer's behalf from the journey (staff capture), and request more sections later.
- For a new person, the customer record is created from what they submit — with duplicate matching against your book (ID/registration number, email, phone, name), so an existing account is reused instead of duplicated, and softer matches file a "possible duplicate" task.
- The request completes itself the moment everything you asked for is verified, and drops off the board.
Turning the answers into a site
Completing a request does not create a site by itself — the answers stay on the journey until a person says so. Open the request (from the customer's Info requests & onboarding panel — a finished request without a site shows Create site from answers — or from any Journey #N link) and use the one button:
- Create site & keyholders from answers — the primary action on a completed request with no site, and the button on its Site tab. It creates the site at the address the customer confirmed (with the map pin), links it to your control room as an approved primary full-monitoring site, puts the access notes and pets on the control-room instructions, and adds every keyholder from the Keyholders & passwords answers with their phone, call order and response/duress words. Nothing is retyped. Running it again adds nothing twice — a keyholder already on the site (same phone, or same name where no phone was given) is skipped — and if the request was sent for an existing site, the keyholders are added to that site instead.
- Set up panic app cover & invite (same tab) — for a customer whose protection is the app: creates the site if it does not exist yet, adds a Panic App hub so the site qualifies for location panic, puts the contact on it as the owner with Site + location panic, and sends the app invitation by WhatsApp and/or email (or makes a link you can pass on). It tells you if location panic is switched off for your control room (Settings → General → Modules & capabilities).
A site created from an info request gets no installation window — there is nothing to install, and an installation window would suppress dispatch.
Several sites at once. If the wizard was started with more than one site (How many sites? in step 2), the request asks for an address and keyholders per site (Site 2 of 3 — Shop), and Create site & keyholders from answers creates every site whose address has come in — each with the keyholders given for it (a site whose keyholder step was never asked for shares site 1's). Site 1 is the journey's main site; the journey's Site tab lists all of them with a created / waiting chip.
Unlike a full onboarding journey, an info request has no install or go-live steps — it's only about collecting the information. The customer's page reflects that too: it shows only the sections you asked for (headed "A few details, please"), not the Quote → Installation → Live progress rail a sales journey gets, and once everything is checked it reads "All done — thank you".
How you know answers arrived
You don't have to keep the board open — a submission shows up in three places, live:
- Sales → Onboarding tab badge — a count of journeys with submitted answers waiting for a check appears on the Onboarding tab (visible to people who can manage sales).
- Sales → Overview → Needs action — Customer info to review is the first row, with the same count.
- The customer's record — an Info requests & onboarding panel above the tabs shows each open request and flips to "submitted — ready to review" the moment answers land, with a Review answers button straight to the journey.
On the Onboarding board itself, the Needs attention strip lists the journey as waiting on us ("N submission(s) waiting to be checked") until someone reviews it. The "Onboarding input needs review" ticket filed for each submission carries a Journey button that opens the request directly.
The request's own workspace
Opening an info request gives you a workspace built for it rather than the full sales journey: it's titled Info request #N and its progress rail has three steps — Requested (how many sections you asked for), Answers in (how many are back), and Checked (how many you've verified). There's no Site & install tab and no lead-to-live pace chip, because an info request books no visit and never goes live.
Everything else is the same as any journey: the Steps tab shows each answer to read, verify, waive or reopen, Paperwork holds anything signed or uploaded, Facts is the merged record, and Activity is the audit trail.
Request info rides the onboarding rails, so it needs the Onboarding module. The section list is your VCR's own task pack (Onboarding → Settings), so renamed or disabled tasks are reflected here too.