Request information from the customer

An information request (RFI) asks the customer for something you need before deciding. Frayme composes the email; your company’s systems deliver it through the communication webhook. Frayme never sends email itself.

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When to send one

Send a request when the evidence is incomplete rather than wrong: missing proof of address, an unexplained source of funds, a document that needs re-capture.

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Open Request Information

You need the claim. Request Information sits in the decision rail under Approve and Decline.

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To, CC and the verified identifier

To is resolved by Frayme from the case and cannot be edited. The badge next to it tells you where the address came from: verified identifier (from the case subject), AI-extracted, or caller-supplied. CC takes up to ten addresses, comma-separated, with your recently used ones suggested. If the case has no usable email, the dialog says No customer email on file and sending is blocked.

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Pick a template

Templates come from Settings → Communication. Choosing one fills Subject and Body with the case data merged in: customer name, amount, currency, case id. You can edit the subject and body before sending. If you clear the body, Frayme asks whether to send the template’s default text.

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Send

Send request records the request on the case, writes Information requested to the timeline and emits a case.rfi_requested event to your webhook endpoint.

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Awaiting information

The rail now shows Awaiting customer information with the masked address, and the queue row gets an Awaiting info chip. Hide awaiting info on the queue hides these cases.

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One open request per case

Opening Request Information again shows A request has already been sent with the recipient, time and template. Cancel it to compose a new one.

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Cancel a request

Cancel request closes the open request and writes Information request cancelled to the timeline. You can then decide or compose a new request.