A message is not a job. Turn it into something your team can act on.
A service request keeps the whole job together: what the customer needs, the address, the boiler or appliance, the fault and the access notes. Ven gathers the details; your office team checks anything uncertain and can always see where an answer came from.
Every answer shows where it came from
Every field shows which message or photo it came from, and how sure Ven was. Correcting one is a normal edit, logged like any other.
You decide what complete means
Each service carries its own required questions. A request is ready when those are answered — never because the AI decided it was.
01
The request is created
An inbound message on any channel opens exactly one request, linked to the conversation and the customer it came from.
02
Ven fills what it can and asks for the rest
It extracts what the customer already said, marks what is missing, and asks the next approved question rather than all of them at once.
03
A person confirms or corrects
Your operator accepts or rejects field by field. What they accept is saved against the version they saw — nothing changes behind their back.
A status that names what's missing
New, qualifying, ready, held, booked — with the missing fields named at each step.
A line the AI cannot cross
Ven proposes the change; your policy and your service template decide whether it applies.
Who changed what, and why
What was known when, who changed it, and which message it came from.
It is a record with a state machine, a version and an owner — not a tag on a ticket. Requests are created idempotently from an inbound message, so a customer who follows up on a second channel adds to one request rather than opening another.
One request per job
Follow-ups on other channels join the request instead of starting a second one.
Address and equipment reused
Properties and assets live on the customer, so returning work starts half-filled.
Attachments become evidence
A photo of a rating plate is linked to the request and the equipment it identifies.
Every change is attributable
Who set a field, on the strength of which message, and when — for as long as you keep it.
Stop digging through messages to work out what the job is
Start free, in Observe mode — watch Ven build requests from real messages before it touches one.