How requests are created: Notify the team, Talk to a human and more
A request is a job for a person, in the Team inbox. Your AI agent creates one when it needs help. Some events create them too, like a call nobody could answer. This page explains where requests come from and which team gets each one.
Find it: Sidebar → Inbox → Team inbox (where requests land), and your agent's skills (what creates them)
The skills that create requests
Turn these on in your agent's skills. See Skills.
| Skill | What it does | Use it when |
|---|---|---|
| Notify the team | "Your team gets a summary; the AI keeps the conversation." | Something can wait a few minutes: an order to confirm, a document to send, a lead to call. |
| Talk to a human | "A person from your team takes over — on a call they're dialed in live; on chat they're paged with the context and follow up." | The customer needs a person: they're upset, it's about money, or the AI can't help. |
| Send to another AI agent | "Another AI agent takes the conversation — live right now (same call/chat), or as a separate follow-up." | Another AI agent is better at this, for example a sales agent. |
| Create a service request (hotel accounts) | "Log an in-stay service ticket (housekeeping, F&B, maintenance) routed to the right team." | A guest asks for towels, a repair or room service. |
Notify the team or Talk to a human?
| Situation | Pick | What the customer experiences |
|---|---|---|
| A new lead for Brightway wants a quote by tomorrow | Notify the team | The AI keeps chatting. Someone calls later. |
| A patient on the phone says they feel faint | Talk to a human | On a call, a person is rung right away. |
| A customer on WhatsApp is angry about a refund | Talk to a human | The AI says a person will follow up. The team gets a high-priority request. |
| A student asks for an exam form | Notify the team | The AI answers what it can, and the office sends the form. |
On a call, Talk to a human uses Call routing to ring people live. On WhatsApp and chat it creates a request titled "Escalation: …" with High priority, sent on all channels.
What the AI puts in a request
| Part | What it is |
|---|---|
| Team | Which team gets it. It must match a team in Settings → People → Teams. If the AI names a team that doesn't exist, Voxido tells it the real team names so it can try again. |
| Title | A short headline, shown on the list row. |
| What happened | The details: what the customer needs. |
| Priority | Low, Normal, High or Critical. It changes the badge and the sort, not the deadline. |
| Channels | Which alert channels to use. Usually all of them. |
The AI also links the request to the customer's contact, so the Next step card can show Call and WhatsApp.
Other things that create requests
| Event | Request | Source filter |
|---|---|---|
| A caller was passed to your team and nobody answered | "Call back a caller", with the callback time as its deadline | Missed handover call |
| After a call, the AI promised a follow-up but never told the team | "Follow-up promised to guest — agent never notified the team", High priority | Post-call check |
| A request wasn't acknowledged in time | A Critical copy for the next team, "[Escalated L1] …" | Escalation |
| A customer rated a call Not good | An alert for the team's Managers | System alert |
| Someone missed two calls in a row and was set to Away | "(name) was set to Away", for their Escalates to team | System alert |
| A workflow asks for a person | Whatever the workflow says | Workflow |
Which team gets it
- The team the AI or the event names.
- On hotel accounts, service requests and bookings follow Request routing (Housekeeping, Maintenance, Food & drink, Concierge, Room bookings, Anything else).
- If that team has nobody in it, the Backup team from Request routing gets it instead.
Set both in Settings → People → Teams → Request routing. See People and teams.
One customer, one request
Voxido keeps one open request per customer per team:
- If the customer gets in touch again while their request is open, the new conversation joins it. The Activity says, for example, "Asked again —" or "Missed transfer —".
- A completed request can reopen ("Reopened for …") while the customer's stage isn't a final one.
- The joined request keeps the sooner deadline and the more urgent priority.
- The same request created twice within 2 minutes is made only once.
Who gets it in the team
Voxido picks one person as the Assignee and alerts the team. The rules are in How calls and requests reach your team.
Common problems
The AI says it alerted the team, but there's no request. Check that the skill is on, and that the team name in your instructions matches a real team exactly.
Requests go to a team with nobody in it. Set a Backup team in Request routing, or add people to that team.