Web Requests in CustomerGate 365

What arrives here

Every quote request the website sends lands in the app's own table with the status New, not in a sales quote. The website can create requests but cannot read or change them afterwards: turning a request into a quote is always done by a person in Business Central. A request from a customer who is signed in to the portal with the Buyer role is linked to that customer straight away; other requests arrive without a customer.

A counter visit is a request entered at the counter (its Source is counterVisit). It becomes a sales order instead of a quote, no confirmation or notification e-mail is sent for it, and Accompanied By names the employee who helped the customer.

Statuses and views

A request is New, In Progress, Converted, Rejected or Spam. The list has four views:

New

Requests nobody has picked up yet.

In Progress

Requests someone is working on.

No Customer Yet

New and in-progress requests without a linked customer.

Converted

Requests that became a sales quote or a sales order.

Actions

Start Processing

Sets the request to In Progress, so colleagues can see that you are working on it.

Link Customer

Links the request to an existing customer. Without a customer, no quote can be created.

Confirm Delivery Address

On the card. Confirms that the ship-to code on the request really is this customer's intended delivery address. The conversion refuses a code nobody has confirmed: the same short code exists for many customers and points somewhere else for each of them.

Process Request

Creates a sales quote, or a sales order for a counter visit, and opens it. The document is not released: check the prices and release it yourself.

Reject

Closes the request without a quote, for example because the customer has already called. The requester gets no e-mail about it.

Mark as Spam

Kept apart from Reject, so it stays visible how much unwanted traffic comes in.

Show Sales Document

Opens the quote or order that was created from the request.

Resend Confirmation

On the card. Sends the confirmation to the requester again, for example after you corrected the e-mail address or when the automatic attempts have run out.

Show Sent E-mails

On the card. Shows which e-mails belong to the request and whether they were delivered.

Export Personal Data, Erase Personal Data

Answer a request for access or erasure for the requester's e-mail address. See Privacy tools.

The card

Web Request shows everything the requester sent, in the groups of the screen:

General

The number, the status, when the request was received, the language it was written in, the Source (the page it came from) and, for a counter visit, Accompanied By.

Requester

Company name, VAT registration number (not verified), contact person, e-mail, phone, billing address and Your Reference: the requester's own reference, such as a job site number. It becomes External Document No. on the quote.

Delivery

Pickup or Delivery, Requested Delivery Date and, with Different Delivery Address, the delivery address. When a Ship-to Code is shown, Business Central takes the address from that ship-to address at conversion, with the VAT area and shipping agent attached to it, and the text fields are for information only. A different delivery country can change the VAT treatment of the quote.

Lines

The requested lines; see Request Lines below.

Requester's Comment

The free text the requester wrote with the request.

Processing

The linked customer and, after conversion, the Document No. and Document Type of the quote or order that was created.

Privacy

Whether the privacy statement was accepted and which version, the IP Hash (made by the website with a secret key; the IP address itself is never stored) and Anonymized On, once the cleanup job has erased the personal data.

E-mail

When the confirmation and the notification to inside sales were sent, the failed attempts and the last error of each, and when the mail job last picked up the request.

Request Lines

Each line shows what the visitor chose on the website: the Item No. (empty for a free-text line), the Variant Code (the size), the description as the website showed it, Profile Code and Grade Code for steel, the Requested Quantity and its Unit of Measure, the requested length, width and thickness in millimeters, and the requester's comment on that line. Item numbers are not checked when the request arrives; they are checked when you process the request.

Turning a request into a quote

1. Open Web Requests with the view New and open the request.
2. Choose Start Processing, so colleagues see that you have it.
3. If Customer No. is empty, choose Link Customer and pick the customer.
4. If a Ship-to Code is shown, check it and choose Confirm Delivery Address.
5. Choose Process Request. The sales quote opens, or the sales order for a counter visit.
6. Check the prices and release the document. A customer can accept a quote in the portal only once it is released.

When a requester got no confirmation

Look at the E-mail group on the card. A Last Confirmation Error means sending failed: correct the cause, often the address or the e-mail account, and choose Resend Confirmation. If nothing was attempted at all, check on CustomerGate Setup that the mail job is not on hold, that Send Confirmation E-mail is on and that the request came in after Send E-mails Starting From. A counter visit never gets a confirmation.