Asking clients for what you need with requests

What requests are for

Projects often wait on the client: a logo file, page copy, access to a website, a decision on dates. A request is a checklist item for something you need from the client. Requests keep those items in one visible list instead of scattered across emails.

Create a request

1. Open the project and go to the Requests tab.
2. Under Add request, fill in What do you need? with a short title, such as "Brand guidelines PDF" or "Access to the domain registrar".
3. Add details the client needs to complete it.
4. Optionally set a due date, then save the request.

The client sees the request in their portal and receives an email about it, depending on their notification settings.

How clients respond

In the portal, a contact can:

1. Write a message, for example a short answer or instructions, and fill in any form fields.
2. Under Attach files, tick the files that answer the request. To send a new file, the contact first uploads it in the project's Deliverables section, then attaches it here.
3. Select Mark as done (for a simple request) or Send response (for a request with form fields).

The request then moves to Submitted so your team can check it. When you are happy with what you received, select Mark done. If something is missing, select Reopen or add a comment. Files the client uploads are saved to the project and marked From client.

Statuses

• Open. Waiting for the client.
• Submitted. The client has responded, and your team can review it.
• Done. Complete.

Reminders for overdue requests

If a request has a due date and is still open after that date, Ayebridge sends the client's contacts one reminder email, depending on their notification settings. This saves you writing the follow-up yourself, so set due dates you are comfortable with.

Request forms

On Agency, Agency Plus and Scale, you can add up to 12 form fields to a request. Each field has a label, a type (Short text, Long text or Link (URL)) and can be marked required. Forms help when you need structured answers, such as a list of social media handles or the details for a domain transfer.

The client fills in the form in the portal, and the answers are saved with the request. See client request forms.

Sensitive information

Requests are visible only to your team and the invited contacts of that client. Even so, we recommend that clients share passwords through a password manager rather than typing them into a request. Use the request to confirm that access was shared.

Tips

• Create your requests at kickoff, so the client sees everything they need to provide in one place.
• Keep one item per request. "Hero image" and "About page copy" are easier to complete separately.
• Use comments on a request for back-and-forth questions, rather than starting a new email thread.

Related

• Projects, deliverables and versions
• Notifications