How It Works
When a seller submits a reference request, some details may be wrong or missing. You can fix them yourself from the request drawer, without sending the request back to the seller.
From the drawer you can:
Edit the deal name, request note, due date and other request details.
Fill in or correct the request's custom fields.
Ask a different advocate for the reference by promoting someone else in the queue.
Review every change on the Activity tab, including the old and new values and who made it.
Open the request drawer
1. Go to References
2. Click a request card on the board
The drawer opens on the Overview tab. To edit a value, hover over it and click the pencil icon.
Edit the request details
Field | Where to find it | How to edit it |
Deal name | Drawer tile | Type a new name, then press Enter or click away. |
Prospect | People card | Shown for reference only. It can't be edited from the drawer. |
Requester | People card | Enter a valid email address. To remove the requester, clear the field. |
Owner | People card | Choose a teammate from the list. |
Request note | Request card | Edit the text, then click Save or press Ctrl+Enter (Cmd+Enter on Mac). The note can't be empty. |
Due date | Details card | Choose a date from the calendar. |
Requested | Details card | Choose a date. It can't be in the future or later than the date the reference was completed. |
References needed | Details card | Enter a number of 1 or more. |
If the request note is long, click Read more to see the full note. Deal size and Stage in the Details card are synced from Salesforce, so they can't be edited here. To change them, update the opportunity in Salesforce.
Edit custom fields
Custom fields are listed under Submitted fields in the Request card. Every custom field your organization uses for reference requests appears here, including empty ones, which show Not set.
1. Hover over the field and click the pencil icon.
2. Enter the new value. The input matches the field type, such as a text box, a list of options, a checkbox or a date picker.
3. Save the value, or press Esc to cancel.
Keep in mind:
Currency values are entered in whole units, such as dollars rather than cents.
Date values are saved as the calendar day you pick, regardless of your time zone.
If a request has more than 8 custom fields, only the first 5 are shown. Click Show _N_ more fields to see the rest.
Required fields can't be cleared.
Some fields are filled in automatically by an integration and are read-only.
If a change doesn't save, a retry button appears in place of the pencil icon. Click it to try again.
Custom fields in the Opportunity card come from the opportunity and can't be edited from the drawer.
Promote another advocate
If the advocate you asked isn't the right fit or isn't responding, you can ask the next person in the queue instead, without rebuilding the queue.
1. On the Overview tab, find the advocate under Next up in the status card
2. Hover over their name and click Promote
3. Review the confirmation and click Promote
The request to the current advocate ends, and the promoted advocate is asked right away. Any meeting times the previous advocate proposed are cleared, and the request waits for the new advocate to share their availability.
If a meeting is already booked, the confirmation asks Cancel the meeting and switch to _name_? Clicking Cancel meeting and switch cancels the meeting and notifies the current advocate and the prospect by email. The promoted advocate is then asked for new times.
If the advocate has asked not to be contacted until a certain date, the confirmation tells you, and the button changes to Promote anyway.
You can't promote an advocate when:
The request is completed or cancelled.
The request is waiting for customer success (CS) approval.
An advocate has already accepted the request.
A meeting is being booked at that moment. Wait a moment and try again.
The meeting was cancelled, missed, or ran into an error. Move the request back to Requested first.
See what changed
The Activity tab shows the request's full history. Each entry shows which field changed, the old and new values, who made the change and when, for example Due date updated. If a single edit changed several fields, they're grouped into one entry.
Entries are labelled by type:
Deal for changes to the deal name, due date, request note and references needed.
Reference for other changes to the request.
Changes to the advocate queue also appear here, such as Advocate added to queue and Ask sent to advocate.
When a request can't be edited
Some details are locked depending on the request's status:
Completed requests: custom fields, requester and owner are still visible but can't be edited.
Completed, Cancelled, or Waiting for CS approval: the request note and due date can't be edited.