Additional Information Request
The Additional Information Request feature allows a Service Advisor to send a customer a link asking for specific documents or information — without triggering a full pre-check-in journey. It is designed for scenarios where the garage needs targeted information from the customer, such as proof of ownership for SERMI repairs (to learn more about SERMI process in Garage Hive, read this article ) or a driver's licence before handing over a courtesy car.
Customer Notification Card Setup
The Additional Information Request uses its own notification type. To set up the Additional Information notification:
In the top right corner, choose the search icon, enter customer notifications and select the related link.
The window that appears displays a list of all the customer notifications that have been previously set up. To create a new notification, click New.
From the General FastTab, setup as follows:
Code
ADDINFO
Type
Additional Info Notification
Description
Additional Info
Date Formula
0D
Source Code
ADDINFO
SMS — the default SMS text uses the
[AdditionalInfoURL] field tag to include the unique link:Example Text: "We need some additional information before we can proceed with the work. [AdditionalInfoURL]"
Email — set the Email Text to send, with the option to use a formatted email template.
In the SMS and Email sections, there is a Field Tags field that defines the specific tags to use in the message template, so that the tagged field is automatically added to the text based on the selected service document.
Intro Text — the text shown to the customer on the landing page of the web flow:
Example Text: "Thank you for choosing us to look after your vehicle. Before we can proceed with the work, we need to collect a few additional details from you. This is a quick process — simply follow the steps and upload the requested information. Completing this promptly will help us avoid any delays to your service and ensure everything is ready when you need it."
When you have finished the setup, enable SMS and/or Email as required. Then scroll up to the General FastTab and enable the notification.
Sending an Additional Information Request
Open the relevant Jobsheet, go to Print/Send in the top menu and click Send Additional Info Request.
A Select Scenarios dialogue appears listing the available scenarios. Select one or more:
- SERMI
- Courtesy Car
Click OK.
The system generates a unique Garage Link for the selected scenario(s) and sends it to the customer via SMS and/or email, according to the ADDINFO notification card settings.
Tip: The Send Additional Info Request action is available regardless of the Vehicle on Site status. This means you can request documents from a customer even after their vehicle has been checked in — no need to toggle Vehicle on Site off and back on.
Customer Web Flow
When the customer opens the link, they are guided through the specific flow for the selected scenario.
Landing Page: The customer sees the garage's branding (name and location) and the intro text configured on the notification card. They click Start to begin.
Confirm Planned Work: The customer is shown the work booked on their jobsheet and clicks Continue to acknowledge it. This step is shown for the SERMI scenario.
Additional Questions: This is where scenario-specific data is collected:
- SERMI scenario:
Upload Proof of Ownership
V5, lease agreement, rental agreement, fleet management agreement, or loan agreement
Upload Personal Identification
Valid driver's licence or passport
Owner/Vehicle Presenter Declaration
Toggle confirming they have provided proof of ownership and personal ID and authorise the listed work
- Courtesy Car scenario:
Upload Driver's Licence
Driver's licence for the courtesy car, so paperwork can be prepared in advance
Once the customer clicks Finish, the submitted documents and data are written back to Garage Hive and attached to the relevant jobsheet.
Reviewing SERMI submitted data on the Jobsheet
To view the full SERMI data that was submitted:
Open the relevant customer's Jobsheet, select Home from the menu bar and choose Show SERMI Data.
This displays all SERMI submissions for the jobsheet.
Reviewing Courtesy Car submitted data on the Jobsheet
To view the courtesy car data that was submitted:
Select Show Attached from the menu bar and choose Document Media from the Jobsheet.
This displays all the media linked to the document.
See Also
English (UK, IE, IM and IZ). To find documentation in other regions where Garage Hive operates, click here.
English (UK, IE, IM and IZ). To find documentation in other regions where Garage Hive operates, click here.