Where to see customer approvals and responses to service requests
When a customer responds to a recurring service request you sent (a site visit / service approval, often including the property access form), their response is recorded as a Recurring Services task on the Tasks page, under Recurring Services in the left sidebar.
The folder reflects their answer: Approved means they approved the service and confirmed access on the request, Declined means they declined, Ask Someone Else means they pointed you to a different contact (when their details include a usable email address or phone number, Essential also makes that contact the property's primary Approvals contact, and primary Scheduling contact if a separate scheduling contact was named; otherwise the details wait on the task for your team to review), and Unanswered means they never replied by the due date (Email Bounced means it could not be delivered).
Open a task to see who responded, when, and their answers. Essential's built-in Job Approval forms retain the existing Task layout. Responses from a published custom form use the question labels from the exact form version the customer received, including covered work, choices, contacts, notes, billing destination and instructions, property access, and access-window details. If a flexible contact answer cannot be safely added as one Essential contact, the full submitted contact remains visible with a review warning. Older responses also keep their existing legacy layout. This is where customer approvals and responses live. It is not the Scheduling page, and it is separate from a customer signing a quote (that shows up under Quotes as Signed).
Where to find it: Tasks page, the Recurring Services group in the left sidebar
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