Work the Front desk exceptions page
The Front desk exceptions page lists what needs a person outside a conversation: a reply that may not have reached the customer, a booking or an order whose result is not sure yet, a payment to check, a customer who asks to delete their data. Nothing here is repeated blindly: each item offers only the actions that are safe for it.
Before you start
- You need to be the owner or a manager.
Steps
- Open Inbox → Front desk and select Front desk exceptions at the top.
- Open shows what still needs you; All shows solved items too. Each item shows its kind, its state, what it means for the customer, when it is due and who has it.
- Select Take it so the team knows you are on it.
- Type Why (kept in the history), then choose an action:
- Check what happened: Kluvan asks the provider or the app whether the message, booking or order went through. When it did, the item closes by itself.
- Try again: shown only when sending again cannot make a double.
- Wait: the item stays open while you wait for an answer.
- Mark solved: closes the item. When something may have gone through, type the record ids under Proof (record ids) first.
- To see the customer's messages, select Open the conversation.
[SHOT inbox-fd-exceptions 1440x900]Screenshot to come: Front desk exceptions with the Open filter: three items — A message may not have reached the customer (Open, with the warning We are not sure this went through), An action needs checking (Taken by a named person) and A deposit arrived after its hold expired with Refund the deposit and Book it again — each with Why (kept in the history) and its action buttons; below, the AI credits section with Open the credits
Kinds of item
| Kind | What to do |
|---|---|
| A message did not reach the customer / A message may not have reached the customer | Check what happened; if the customer cannot be reached on the channel, call them. |
| An action needs checking | A booking or an order whose result is not sure. Check what happened or Wait; it can be closed only with proof. |
| A payment needs checking | Check the payment in your payment provider's account. |
| A deposit arrived after its hold expired | Refund the deposit pays it back, or Book it again when the time is still free. See take bookings through the Front Desk. |
| A moved booking kept its old time | The new time is booked but the old one was not cancelled: cancel the old booking in Bookings. |
| A calendar needs signing in again | A staff member's calendar connection needs a new sign-in. |
| A WhatsApp template is paused | Meta paused a template, so a message was not sent. Pick another template or wait for Meta. |
| Asks to delete their data | Make a privacy request; see handle a customer's privacy request. |
| A request needs a person / Reply held back | Read the conversation and answer the customer. |
Good to know
- Refund the deposit sends the refund through the payment provider the customer paid with, once; a second click never refunds twice. If the provider is still working on it, the item waits; if the refund fails, the item stays open with the reason. Book it again records your decision: make the new booking yourself in Bookings.
- AI credits. When the AI credit balance is low, a payment for credits is disputed or a spending limit is reached, the page shows an AI credits section with Open the credits. See AI credits for the Front Desk.
- Also in the bell. Every item also reaches the bell as A Front Desk problem needs you, for managers and the people who set up the inbox.
- An action the item does not allow answers fd_exception_action; something that may have gone through answers fd_action_unknown until it is checked.
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