Using the Dispatch Manager mobile app

Users who have Dispatcher or “Both” access can utilize the Dispatch Manager mobile app to perform tasks such as scheduling appointments, viewing scheduled appointments, and accessing jobs in Offered, Unscheduled, or Paused status. Users can also use the Dispatch Manager app to status and complete scheduled appointments

The Schedule page is divided into three "panels" that are discussed in more detail in the rest of this article: the Jobs View, Map and Calendar.

Jobs List and Map View

The Jobs List is where the information about any scheduled job lives. By default, users will see a list of appointments as well as a menu to select and view appointments for other dates. This view is intended to give you critical information first, allowing you to open an individual job to view all relevant content. Users can tap an appointment to open it and find more information or take action on that appointment.

Users can also view scheduled appointments on a map by selecting the Map button in the top left corner of the screen.

From the map view, users can tap on a scheduled appointment, represented by pins on the map, to take further action.

Alerts button

Dispatchers or “Both” can view any jobs in Offered, Unscheduled, or Paused status by using the Alerts button. This button is found at the bottom of the Dispatch Manager main page and has a bell icon.

If there are any unacknowledged jobs in the alerts tab, users will see a red notification that lists the amount of unacknowledged jobs in the alerts tab. Taking action on a job will reduce the count on this notification or remove it if there are no further unacknowledged jobs.

Inbox

To view any messages in the inbox, simply tap the Inbox icon at the bottom of the screen. From this screen, users can see a list of any new or previously received messages. Users can also tap the red "+" button to search for a customer in your database and initiate a new message.

**Note that Technician messaging is not available in our Dispatch Manager mobile app at this time. More information on Technician Messaging below.***

When there is a new message, users will see a little numerical icon on the Inbox icon, as seen in the image below.

Filters

Dispatchers or “Both” can filter what appointments appear via their Jobs and Map view by using the Filters button at the bottom of the screen. Applying filters will affect which appointments appear via the Jobs and Map view.

From the Filters menu, users can toggle settings to show or hide jobs based on their status (Offered, Unscheduled, Scheduled, In Progress, Paused, or Completed). Users can also toggle settings to show or hide jobs based on which Technician(s) are assigned to an appointment.

If Filters are active, users will see a message on the Jobs view when all appointments for a given day are being filtered out.

Statusing an Appointment

Scheduling an Appointment

Users who are Dispatchers or “Both” can schedule an appointment from the Manager mobile app by tapping the job in question. From there, an appointment time can be set by tapping the Schedule button and then selecting an Appointment Date, Appointment Window Start Time, and an Appointment Window Duration and then tapping Save Changes.

After setting these details, a user can then assign the appointment to a Technician or “Both” and then selecting a Primary assignee and any secondary assignees.

On My Way and getting directions

Once an assigned Technician is ready to leave for an appointment, they can select the On My Way button. This will send the customer a notification and update the appointment’s status to Enroute.

After doing so, a Technician can get directions to the job address by tapping the Get Directions button, which will open up the preferred navigation app (such as Google Maps or Waze) with the appointment address already added.

Starting an Appointment

Once at the appointment location, an assigned Technician can tap the Start Appointment button to begin the appointment.

Completing an Appointment

Users in the field are often the best individuals to determine if a Job has been completed. Users can open an Appointment to be completed from the day's list to see the Job Details. Once there, a user can tap the Appointment Complete button. The Appointment Complete button will only appear once an appointment has been started. Users can also complete a job by tapping the Actions button and selecting the “Complete Appointment” option.

Completing an appointment will launch the Complete Reasons dialog box, which determines if the Job is done or if more work is required.

NOTE: Some third-party job providers have custom Complete Reasons that mirror their needs and systems, such as Ready For Billing, Waiting For Parts, Requires Follow-Up Appointment, No Show, and others. Usually, there is one option that Completes the job, whereas the rest move it into a Paused status.

Canceling an Appointment

When necessary, Dispatchers also have the ability to cancel an appointment. To cancel an appointment via the Dispatch Manager mobile app, first tap the appointment in question to load into the appointment details page. From there, the Cancel Appointment button can be found right under the Reschedule and Assign options. After tapping Cancel Appointment, you will see a prompt asking you to confirm that you are sure you wish to cancel this appointment. Tapping "Yes" will finalize the cancelation.

NOTE: Some third party job providers may send a notification informing the customer when an appointment has been cancelled.

Settings

To view app settings, simply tap the Settings icon at the bottom of the screen.

From this screen, you can view and update Team Settings, Company Settings, Notification Settings, and Offline Settings. Users can find their app version by clicking the Help option.

Common Questions

We've provided answers to some popular concerns that you may find helpful.

1. The Dispatch Manager mobile app seems to run slow, what can I do?

At times your experience could operate slower than desired. This is typically a result of decreased cellular service or an older version of the Dispatch mobile app. You can check your mobile app version by tapping Settings and then tapping Help.

2. My appointments are not showing, where did they go?

Often, a job that is Offered, Unscheduled, Unassigned, or Paused can be found within the Alerts tab. If you're curious about a specific appointment, contact our team to help investigate. We'll need to know which day you believe an appointment is missing and the full name of the customer. It's even helpful to know which Technician the appointment was supposed to be assigned.

3. Why aren't my Technician locations showing updated on the map?

There are several factors that come in to play with location tracking. It's important to ensure your Technicians are on the updated versions of the mobile app AND have enabled the mobile apps to access their location tracking services.

Furthermore, location updates only occur after moving 100 Meters AND/OR when actively traveling. Driving on a highway, for instance, will update locations based on time (such as every few minutes) rather than distance as to not overload sending of data unnecessarily.