> ## Documentation Index
> Fetch the complete documentation index at: https://docs.recepai.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Active Requests

> The board your team works: everything a guest has asked for, from asked to done.

**Active Requests** is the working board. Every request your AI staff take from a guest lands here, and so does every job your own team files.

***

## What is on the screen

**Three columns**, and a request moves left to right:

| Column          | What it means                                    |
| --------------- | ------------------------------------------------ |
| **New**         | Asked for, nobody has picked it up               |
| **In Progress** | Someone is on it                                 |
| **Done**        | Finished, and it stays here until it is archived |

Each card carries the room, the guest, what was asked, and its department. Opening a card gives you the full request: what the guest asked for in their own words, **when they want it**, which channel it came through, its priority, who it is assigned to, and when it was created.

**Above the board:** a search, **Filter & Sort** (by department, by priority, by order), and the notification bell. On a phone the columns become tabs with a row of department pills.

<Note>
  **A request with no room is a Work Order** — your hotel's own job rather than a guest's: a bulb in an empty room, a broken chair in the lobby. It sits on the same board and moves the same way; where it is lives in the description. Only your own staff can file one.
</Note>

***

## What you do here

<Steps>
  <Step title="Move a card as the work moves">
    Drag it to the next column, or use the action on the card itself. The board is the record — a job finished but left in **New** is a job your reports will call late.
  </Step>

  <Step title="Archive it when the board is done with it">
    A completed request stays in **Done**. Open it and choose **Archive Request** to clear it, or leave it — your hotel archives finished requests automatically after a set number of days. A cancelled request is archived straight away.
  </Step>

  <Step title="Give it to someone">
    Open the card and choose **Assign to**, then search your team. **Unassign** puts it back to the floor.
  </Step>

  <Step title="File a request yourself">
    Select **New Request**. Give a room — or mark it a **Work Order** if there is no guest behind it — then the description, and the time the guest asked for if they named one.
  </Step>

  <Step title="Narrow the board when it is busy">
    **Filter & Sort** by department when you are working one area, and search when you are looking for one guest.
  </Step>
</Steps>

<Tip>
  **The time the guest asked for is a promise, not a note.** "Towels at 17:30" is scheduled for 17:30 and measured against it. If you type it into the description instead of the time field, nothing counts it.
</Tip>

***

## What happens next

**When a request is created**, the department that owns it is alerted through the channels your hotel set up, and the card appears on this board for everyone watching it.

**When it stays untouched too long**, it escalates to the manager your hotel named for that department. Both the alert and the escalation are configured under [Requests](/front-desk/settings/requests).

**When you mark it Done**, the guest is told — over SMS, WhatsApp or email, according to which of those your hotel has left switched on for that kind of message, and wherever you have contact details for them. The card stays in the **Done** column; archiving is a separate step, by hand or on your hotel's timer, and that is what moves it to [Archived](/front-desk/requests/archived).

The board follows the hotel as it changes — a colleague moving a card on another screen moves it on yours.