Turn a conversation into a trackable request

When a customer asks for an appointment, booking, quote or callback, free text alone may be insufficient for operations. Dolphy can collect required fields in the conversation and create a structured request linked to the contact.

Collecting information

Ask only for fields necessary to fulfil the request. Name, preferred contact method, service and time range are a common starting point; sensitive data should not be added to a workflow that does not need it. Explain why the information will be used.

The agent can ask a natural follow-up for a missing field. It should not ask again for a value already provided, and an ambiguous value should be confirmed. Fields such as phone and email are validated for format at the trust boundary; valid syntax alone does not prove ownership of that channel.

Contact and lifecycle

The request is linked to a contact and can move through stages such as new, qualifying, won or closed according to your workflow. Tags and notes carry team context. Lifecycle state records a team decision; it does not allow the agent to invent a new fact about the customer.

Follow-up

Move between the inbox conversation and request card, assign an owner and record the next step. If a write to an external CRM is required, connect it through Actions with an explicit schema, user confirmation and idempotency.