Team Requests

This guide walks through the essentials of Team Requests, from initial setup to submitting and managing requests. For comprehensive documentation on every feature, see the full Team Requests documentation.

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What Is Team Requests?

Team Requests automates the process of assigning specialized team members to deals. Account Executives submit requests for team members like Solutions Engineers or Demo Specialists, and the system validates, routes, and scores candidates to recommend the best match. Managers and admins configure automation rules to control the entire workflow.

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Step 1: Set Up Teams and Skills

Before creating requests, admins must configure team structure in Settings > Members.

Create a Team

1. Go to Settings > Members > Teams and click Create Team.

2. Enter a Team Name (e.g., "Enterprise Solutions APAC").

3. Optionally set a Team Manager who can approve requests routed for approval.

4. Save the team.

Add Members to the Team

1. Select the team and click Add Member.

2. Each member has an Active toggle. Set inactive members (e.g., on vacation) to remove them from the candidate pool without removing them from the team.

Create Skills and Assign Them

1. Go to Settings > Members > Skills and click Create Skill (e.g., "Enterprise Architecture," "Security").

2. Go to the Skill Assignments tab and click Create Assignment.

3. Select a user, a skill, and a proficiency level: Beginner, Moderate, or Expert. Higher proficiency improves a candidate's match score.

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Step 2: Create a Request Type

Request types are categories of requests, each with their own automation rules. Admins configure them in Settings > Team Requests.

1. Select the Request Types tab and click Create Request Type.

2. Enter a Name and optional Description.

3. Toggle Enabled to make the type available to requesters.

4. Optionally enable Require Proposed Times if requesters should propose meeting time slots (used for calendar-based candidate scoring).

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Step 3: Add Automation Rules

Each request type supports four types of rules, evaluated in this order:

Stage	Purpose	Key Behavior
Gating	Block requests that do not meet criteria	All rules evaluated; requester sees all failures at once
Routing	Determine how the request is handled	First matching rule wins; defaults to Manual if none match
Eligibility	Filter which candidates qualify	All rules apply together (AND logic)
Actions	Trigger notifications or CRM updates	Non-blocking; failures do not affect the request

Quick Example

For a request type called "Demo Support":

1. Gating rule: "Minimum Deal Size" – Block requests where Deal Amount is less than 50000. Error message: "Demo Support requires a deal value of at least $50,000."

2. Routing rules (order matters):

   • "Urgent Demos Need Approval" – If Priority equals Urgent, route to Approval Required.

   • "Auto-Assign Standard Demos" – No conditions (catch-all), route to Automatic Assignment.

3. Eligibility rule: "Must Be in Demo Team" – Candidate Team contains "Demo Specialists."

4. Action rule: "Notify Requester on Assignment" – Trigger On Assignment, action Send Notification to Requester.

Tip: Always place specific routing rules above catch-all rules. The system stops at the first match.

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Step 4: Submit a Request

Requesters create requests from a deal page.

1. Navigate to a deal and click Request Team Member.

1. Select a Request Type.

2. Set the Priority (defaults to Normal).

3. Add optional Notes for context.

4. If the type requires it, propose up to 3 meeting time slots.

5. Click Submit.

If gating rules fail, the requester sees all error messages at once and can address them before resubmitting.

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Step 5: Manage and Assign Requests

Managers track and assign requests from the Team Requests dashboard.

Dashboard Overview

The dashboard shows:

• Stats cards – Pending Action, In Progress, and Completed This Week.

• Filters – Narrow requests by status, priority, type, assigned user, date range, and more.

• Saved views – Save filter combinations for quick access (personal or shared with the team).

Assign a Request

1. Click a request row to open the detail sheet.

2. Click Assign to open the candidate selection dialog.

3. Review recommended candidates ranked by match score. Hover on a score to see the breakdown: skill match, workload capacity, and calendar availability.

4. Select a candidate and confirm the assignment.

If none of the recommended candidates are suitable, use the override section to assign any organization member.

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How Candidate Scoring Works

The system ranks candidates based on three factors:

• Skill match (most influential) – How well the candidate's skills and proficiency levels match the request's requirements.

• Workload capacity (significant influence) – Candidates with fewer active assignments score higher, distributing work evenly.

• Calendar availability (when time slots exist) – Candidates who are free during proposed meeting times score higher. If calendar data is unavailable, this factor is treated as neutral.

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Request Lifecycle at a Glance

Status	What It Means
Draft	Created but not submitted
Submitted	Processed by the evaluation pipeline
Pending Approval	Awaiting approver action
Approved	Ready for assignment
Assigned	Assigned to a team member
Completed	Fulfilled and closed (terminal)
Rejected	Rejected by approver; can be re-submitted
Canceled	Canceled (terminal)

Common flows:

• Auto-assign: Draft > Submitted > Assigned > Completed

• With approval: Draft > Submitted > Pending Approval > Approved > Assigned > Completed

• Rejected: Rejected requests can be re-submitted, returning to Submitted status.

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Next Steps

• Rules Library: Create shared rules in Settings > Team Requests > Rules Library and link them across multiple request types.

• CRM Actions: Set up action rules that update CRM fields (e.g., set the deal owner to the assignee) when requests are assigned.

• Meeting Time Options: Enable Require Proposed Times on request types where calendar availability matters.

• Full documentation: See the complete Team Requests guide for detailed coverage of every feature, the condition builder reference, and worked examples.