When a landlord wants to work with you, they send a connection invite. It arrives in Customer Queries. Accepting it lets that landlord send you work orders.
Before you start
- Customer Queries works on every plan.
- Employees need the Customer Queries permission: View to see queries, and Edit to accept or decline them. The company owner always has access.
How a request reaches you
A landlord finds you, opens your profile and clicks Send Connection Invite. They pick a reason, such as a one-time job, an estimate, or an ongoing service contract, and add a description. The Customer Queries item in your sidebar shows a badge with the number of unread queries.
1. Open Customer Queries
Click Customer Queries in the sidebar. The table shows Name, Contact Information, Reason, Query Details, Application Status and Action. You can filter by From Date, To Date and Status, or use the search box.
2. Read the request
Use the ⋮ menu and click View. The Query Info page shows the landlord's name, company name, phone, email, reason and description.
3. Accept or decline
On a Pending query, open the status dropdown (in the table or on the Query Info page) and choose:
- Accept, then confirm. You will see Service request accepted successfully.
- Decline, then confirm. You will see Service request declined successfully.
Once you answer, the dropdown changes to a status badge. You can't change your answer afterwards, so check before you confirm.
What each status means
| Status | What it means |
|---|---|
| Pending | The landlord sent an invite and is waiting for your answer. |
| Accepted | You are connected. The landlord can pick you when creating work orders, and they show as Connected under Contacts → Landlords. |
| Declined | You declined. The landlord can send the invite again. |
| Cancelled | The landlord withdrew the invite before you answered. |
| Terminated | The landlord ended the connection after you accepted. They can send a new invite later. |
Good to know
- If a landlord says they sent an invite but you can't see it, clear the Status and Date filters and check the sidebar badge.
- If there's no status dropdown on a query, it has already been answered, cancelled or terminated. The landlord needs to send a new invite.
- If a landlord can't pick you on a work order, make sure you have accepted their query.
- If you chose Decline and see a message saying it failed, refresh the page and try again.
What to do next
- Check Contacts → Landlords to see the new connection.
- Watch Maintenance → Work Orders for requests from that landlord.
Need help?
Email us at support@digitaltenant.com, or use the Help button in the bottom-right corner of your dashboard.