How to Limit Customer Requests per Day in Planfix
When one client sends a dozen tickets before lunch, the queue stops reflecting real priorities, so it helps to limit customer requests per day and let the system enforce the rule instead of a specialist. Automated scripts in Planfix are sequences of operations tied to an event and a set of conditions, and they can count how many requests a contact has already sent today and park everything above the cap. This 1.5-minute video walks through the setup on a customer service board.
What you’ll learn: how to limit customer requests per day
- How requests reach Planfix from different communication channels, a web form included.
- How a script writes each contact’s request number into the request title.
- Where to see how many requests a customer has already submitted today.
- What happens to request number four: the rejected column and a limit icon in the title.
- How the customer receives an automatic message explaining the company’s rules.
- How a delayed script returns rejected requests to the queue for a specialist.
How to limit requests with automated scripts, step by step
Step 1. Collect every request as a task
Requests can be submitted to Planfix through various communication channels; in the video the customer fills in a form. Whatever the channel, each submission becomes a task in a request process, and that is what makes counting possible in the first place. If you would rather not assemble the process from scratch, the Customer Service ready-made solution comes with request statuses, columns and scripts already configured.
Step 2. Count the requests on the customer card
An automated script creates the task and records the contact’s request number in its title, so the queue itself shows that this is, say, the third request the same person has sent today. The customer’s card displays the number of submitted requests as well, which means nobody has to scan the board to judge how active a client has been. Automatic actions on the contact itself are set up with contact scripts, configured in Account management → Contact processes → your process → Scripts.
Step 3. Reject the request that breaks the limit
Open the scripts of your request process and click New script. Give it a self-explanatory name, choose the event that triggers it, then set the condition that the contact is over the daily allowance. As the action, move the task to the rejected column. In the video the fourth request of the day lands there automatically, and a special icon appears in the request title to indicate that the limit has been exceeded. This trigger, condition and action pattern is the core of business process automation in Planfix.
Step 4. Tell the customer about the rule
A rejected request should not vanish in silence. Add an action that sends the customer an automatic notification explaining the company’s rules and suggesting they submit a new request tomorrow. The script can also display that customer’s card in the corresponding column, so the team sees at a glance which clients keep running into the ceiling.
Step 5. Return rejected requests to the queue later
Rejecting a request does not have to mean losing it. With delayed scripts, set the schedule in the Execute script section of the settings and move rejected requests to the column for new requests after a certain period, allowing your specialist to process them later. The setting A new triggering of the script in the task restarts the countdown decides what happens when the event repeats: with it on, the waiting time starts over; with it off, every event produces its own action.
Example: what happens on the fourth request
The video follows one contact who has already made three requests today. When the fourth arrives, the script sees the count above the allowance and moves the request to the rejected column with the limit icon in its title. The customer gets the message with the company’s rules and an invitation to come back tomorrow, while the request waits for the delayed script to put it back among the new ones. Nothing is deleted, and nobody on the team has to defend the cap in person.
Who it’s for
A request limit is a business rule, so it belongs in the system that already holds the client base: the same CRM that handles customer requests counts them too.
- Customer support: a daily cap keeps one noisy account from pushing every other request down the queue.
- Service companies with fair-use terms: the allowance written into the contract is applied by the system, not by whoever opens the board first.
- Account managers: the request count on the customer card shows who should be talking about a bigger plan.
- Operations managers: returned requests resurface on schedule, so a rejected request is a postponed one rather than a lost one.
FAQ
Can Planfix limit how many requests a customer submits per day?
Yes. An automated script records each contact’s request number and, once the daily allowance is passed, moves the next request to the rejected column by itself. The number in the rule is yours to set.
What happens to a request that exceeds the daily limit?
It moves to the rejected column and gets an icon in its title marking the limit as exceeded. The customer can be notified automatically, and a delayed script can return the request to the column for new requests after a set period.
Where can I see how many requests a customer has sent today?
On the customer’s card, which displays the number of submitted requests. The request number also appears in the title of each task the script creates, so the count is visible straight from the queue.
Let the automated scripts hold the line
Pick a cap your team can actually defend, then build it from three small pieces: a script that counts, a script that rejects, and a delayed script that gives the request a second chance tomorrow. To see the same trigger-and-action mechanics applied elsewhere, watch our video on CRM workflow automation with automated scripts. New to Planfix? Sign up to try it.
