Record exactly what is missing, who will ask for it and when the request will be reviewed again. An incomplete request should remain visible without pretending that attendance has been booked. Ask for details that affect the next decision, rather than sending a long generic questionnaire.
Separate missing facts from undecided choices
A missing address prevents destination planning. An undecided service date may simply mean the customer is flexible. Label the blocker precisely so the next person knows what to do.
| Request | Blocker | Owner and next action |
|---|---|---|
| Unit clean | Unit number and access contact missing | Scheduler to request both today |
| Door assessment | Customer's preferred day not essential | Offer a feasible opening |
| Return service | Material delivery unconfirmed | Assigned reviewer to check supplier readiness |
Send a focused message
Example: 'To check a Visit for the unit clean, please confirm the unit number and who can provide access. We have your preferred Friday morning, but no Visit is confirmed yet.' This preserves known details and asks only for the current blockers.
If the answer resolves one item but creates another, update the next action. Avoid repeatedly sending the original message after the customer has already provided part of the information.
Review silence as an outcome to manage
Set a review point appropriate to the requested timing. At that point, decide whether to follow up, release an unaccepted offer or close the enquiry through your normal process. These are manual working conventions, not an automatic Daylane reminder queue.
Before creating a Job or confirming a Visit, check the current scope, Location and customer agreement. Keep the request's original preferred time distinct from any later offer, and record the final outcome where your team can find it.
Sources and scope
An original operational guide from the Daylane team at Blu Mint Digital. Scenarios, durations and message wording are illustrative planning examples, not customer results or industry benchmarks. Product references were checked against the Daylane implementation on 5 September 2026. Adapt the workflow to your service, customer agreements and working conditions.
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