Request categories, initiators, linked requests, and snooze

Who this is for

Agents managing requests — including triaging external requests, working renewal/endorsement workflows, or using the Inbox to manage their queue.

Before you start

These features are available on all plans. The triage flow is only relevant if your agency has public intake enabled (Settings → Organization → Public intake). See Your public COI intake portal.

Step-by-step

Triaging an external intake request

When an external requester submits a request via your public agency intake URL, the request lands in Pending triage in the Requests list.
Open the request detail. A banner identifies it as an external submission and prompts you to match it to an insured.
Select an existing insured (or create a new one) and click Triage to link the request and start the normal COI workflow.
If the submission is invalid or spam, click Reject to close it.

Viewing linked (parent/child) requests

Open a renewal or endorsement request. If it was created as a follow-on to an existing COI, you will see a link to the parent request in the request detail.
The parent request stays open until all linked follow-ons reach a completed state.
To create a linked request manually, contact your team lead — the parent/child link is set at request creation time.

Snoozing a request

Open the Requests list and locate the request you want to defer.
Click the Snooze option on the request row or in the request detail.
Pick the date when you want the request to reappear.
The request moves out of your active queue. To view snoozed requests, use the Snoozed filter in the Requests list toolbar.
To unsnooze early, open the request and click Unsnooze.

What happens next

Triage — after you match an external request to an insured, the request moves to the next state in the COI workflow and your team receives the usual pending-review notification if auto-approval rules don’t apply.
Parent/child — the parent request displays a count of linked follow-ons and their completion status. It cannot advance to its terminal state while any linked follow-on is still open.
Snooze — snoozing does not change the request’s workflow state. Emails and nudge reminders still go out as scheduled. Only your view of the queue is affected.

Troubleshooting

I can’t see a Pending triage request. Only owners, managers, and CSRs can act on triage. Producers and read-only roles can view the request but cannot triage it.

The parent request is stuck and won’t close. Check whether any linked follow-on requests are still open. All linked requests must reach a terminal state (approved, declined, cancelled, or expired) before the parent can proceed.

Last verified: 2026-05-27