The Actions menu on a contact request lets you Reassign it to another partner, Close request with a reason, or Duplicate it to a second partner. The request's Partner card sends reminders, and the Customer details card blocks spam senders. A contact request is a message a visitor sends to a partner through the contact form on the partner's profile. This article is for vendors who run a directory.
Who can do this: Admin and Manager roles · Availability: available on request: contact PartnerPage support to turn on contact requests
Which actions each contact request offers
The following table lists the actions a contact request offers, by its status.
Contact request status | Actions menu | Partner card |
Awaiting partner | Reassign, Close request | Send reminder |
Accepted | Reassign, Close request | Ask for an update, until the project status is Launched / Deployed or Lost |
Declined or Closed | Duplicate | none |
Partner deleted | Duplicate | none |
Reassign a contact request to another partner
Reassigning a contact request closes the original request and sends a copy to the partner you choose. Use it when a request reached the wrong partner or the partner can't take it.
To reassign a contact request:
In Contact requests, open the request.
Click Actions, then Reassign.
In New partner, search for and select the partner. You can pick any partner in this directory, whatever its tier or status.
Optional: click Edit next to "details carry over" to correct the customer's details or answers.
Under Close reason, keep Wrong partner or choose another reason.
Optional: tick Notify the partner to email the original partner that the request was closed.
Click Reassign.
PartnerPage opens the copy for the partner you chose, and that partner's contacts get the same email as for any contact request. The original request moves to Closed. The customer isn't emailed.
Close a contact request
To close a contact request:
In Contact requests, open the request.
Click Actions, then Close request.
Choose a Reason: Wrong partner, Handled by us, Partner unresponsive, Spam, Duplicate, Customer withdrew or Other. Other needs a Reason detail of up to 500 characters.
Optional: tick Notify the partner to email the partner's contacts. The box is ticked by default when the partner had already accepted the request, and reads "no users to email" when nobody on the profile can receive it.
If you chose Spam, Also block this sender is ticked: PartnerPage stops creating requests from that email address in this directory and closes the sender's other open requests here as Spam. Untick it to close only this request.
Click Close request. To leave the request as it is, click Keep request open.
When the partner had accepted the request, the dialog shows who accepted it and when, so you don't close work in progress by mistake. After closing, the request shows "This contact request was closed by" your name, the date and the reason, and the partner sees the same banner. A closed contact request can't be reopened.
Duplicate a contact request
Duplicating a contact request sends a copy of a declined or closed request to another partner and leaves the original unchanged.
To duplicate a contact request:
In Contact requests, open the declined or closed request.
Click Actions, then Duplicate.
In Partner, search for and select the partner.
Optional: click Edit to correct the customer's details or answers.
Click Duplicate.
PartnerPage opens the copy, and the chosen partner's contacts get the same email as for any contact request.
Remind the partner or ask for an update
To remind a partner about a contact request:
Open the request.
On the Partner card, click Send reminder (request awaiting the partner) or Ask for an update (request accepted, work not finished).
Optional: add a Message (optional) of up to 500 characters.
Click Send reminder or Ask for an update to confirm.
The partner's contacts get an email. One reminder or update request can be sent per contact request every 24 hours: the Partner card shows when the last one went out and when you can send the next. If the button is greyed out with "This partner has no users to email", add people to the profile's Partner contacts. See Choose who at a partner can edit the profile and receive contact requests.
Block the sender of a contact request
To stop spam from one email address, open the contact request, click Block sender on the Customer details card, and confirm with Block sender. PartnerPage stops creating requests from that address in this directory and doesn't tell the sender. The sender's open requests in this directory close as Spam; requests a partner already accepted or declined don't change. To unblock the address, go to Customizations > Configuration > Blocked senders. See Block spam senders.
What you can't do
Reopen a closed contact request. Duplicate it to send it out again.
Reassign or duplicate to the same partner. The request's current partner isn't in the list.
Move a contact request to another directory. Only partners in the same directory are listed.
Change answers covered by the customer's consent. PartnerPage asks you to keep the original answers or ask the customer to send another request.
Notify the customer. PartnerPage doesn't email visitors about their contact requests. Contact the customer yourself if they need to know.