Contact requests in your directory's sidebar lists every contact request visitors send to your partners, with whether the partner has seen it, answered it and how the work is going. A contact request is a message a visitor sends to one 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
Find a contact request
The Contact requests list has six views. The following table lists what each view shows.
View | Shows |
All | Every contact request in the directory. |
Awaiting partner | Requests the partner hasn't accepted or declined yet. |
Stale | Requests awaiting the partner with no partner activity for 3 days, oldest first. |
Accepted | Requests the partner accepted. |
Declined | Requests the partner declined. |
Closed | Requests your team closed. |
To narrow the list, type in Search by partner, customer or directory, or use the filters: Waiting (Stale only), Status, Date submitted, Project status, Source and Routing source. Some filters and columns appear only when the feature behind them is on: Project status when project statuses are on, Source (contact request or matchmaking request) when you assign matchmaking requests to partners, and Routing source when your integration sends contact requests through the API with a routing source.
The Waiting column shows how long a request has waited for the partner and how many reminders you sent, for example "4 days · 1 reminder".
When a contact request becomes Stale
A contact request becomes Stale when it is still awaiting the partner and the partner has done nothing on it for 3 days. The 3 days restart from the latest of these:
the visitor submitting the request
a reminder your team sends
a comment from the partner
Your own comments and the partner opening the request don't restart the clock. Stale is a flag to help you follow up: nothing closes automatically, and PartnerPage doesn't email you when a request turns Stale, so check the Stale view. By default, PartnerPage also emails the partner one automatic reminder when a request is still awaiting them after 48 hours.
Read a contact request
Open a request to see its page, "Contact request from" the customer's company:
Request details: the directory, the visitor's comments and answers, the date submitted, and the Source when the request came from a matchmaking request (click it to open that matchmaking request).
Partner card: the partner (click to open their profile), how long the request has waited, and whether the partner has viewed it: "Viewed" with the date, or "Not yet viewed".
Customer details card: the visitor's name, company, email, website and phone.
Project status card, in directories that track project status. See Track project status on contact requests.
Timeline: every step in date order: status and project status changes, reminders, the emails PartnerPage sent and to how many people, when the partner first opened the request, and comments from both sides.
"Viewed" means someone at the partner opened the request in their PartnerPage dashboard. Opening the email doesn't count. The timeline names the person who opened it.
Leave a comment for the partner
On the request's page, type in the Leave a comment... box (up to 1,000 characters) and click Post. The caption under the box, "Visible to" followed by the partner's name, is a reminder that the partner sees your comments. The customer never sees them.
Act on a contact request
From the request's page you can:
Send reminder (awaiting partner) or Ask for an update (accepted), once every 24 hours.
Reassign the request to another partner, Close request with a reason, or Duplicate a declined or closed request.
Block sender to stop spam from one email address.
For the steps, see Reassign, close or duplicate a contact request and Block spam senders.
Export contact requests
In Contact requests, set the search and filters you want, if any.
Click Export.
Choose All contact requests or the number of requests matching your current search and filters.
Click Download CSV.
The CSV file has one row per request, with its status, project status, the customer's details and answers, the partner, the source, the routing source and the UTM tags (utm_source, utm_medium, utm_campaign, utm_term, utm_content) from the link the visitor used, when there were any.
What you can't do
Accept or decline a request for the partner. Only the partner can. Send a reminder, or reassign the request.
Change the project status before the partner accepts. The Project status card unlocks once the request is Accepted.
Reopen a closed request. Duplicate it to send it out again.
Email the customer from PartnerPage. Contact the customer yourself if they need to know something.