Note: This article covers the Dispatch Beta. If you’re using classic Dispatch, the steps here don’t apply.
You don’t have to leave Dispatch to deal with a visit. You can change its status, contact the customer, or act on a whole group of visits at once. This article covers where those actions live and how they work.
Before you start
What you see depends on your permissions. Actions your permissions don’t allow are hidden (not greyed out), so if you don’t see an action, check your role’s Events & Calendar settings.
Action | What your role needs |
Set status to Open or Complete | Complete & Invoice or higher |
Set status to Skipped | Mark as Skipped checked |
Unassign, Reschedule, Move to waitlist | Complete & Invoice or higher |
Duplicate | Complete, Invoice & Edit |
Delete | Delete checked |
Contact customer | Permission to send texts, emails, or both |
If an action shows but is greyed out, it’s because of the visits you selected (for example, Reschedule is disabled when a completed visit is selected), not your permissions.
1. Open a visit’s actions
For a single visit, open its action menu from any of these places:
The ⋮ menu on its row in the list
A right-click on its card in Board view
A right-click on its pin on the map
A plain click on a Board card only selects it. The menu lists the actions available for that visit’s status and your role, such as the status options, Contact customer, Assign, Reschedule, Duplicate, Edit, Delete, View, and Zoom to location.
2. Change a visit’s status
A visit can be Open, Skipped, or Complete. Pick one from the status options in the visit’s menu. The visit’s current status is checked and can’t be re-picked.
When you choose Skipped, a Skip event dialog asks for a reason. Type it and click Skip. If the skip fails, the dialog stays open with your reason still typed, so you can try again.
Completed visits can’t be rescheduled or edited, so those options are greyed out or left out of their menu.
3. Act on several visits at once
Select the visits using their checkboxes. You can also shift-click to select a range, or Cmd/Ctrl-click to add or remove one at a time.
The footer turns into a bar of bulk actions: Set status, Contact customer, Unassign, Reschedule, Duplicate, Move to waitlist, and Delete (whichever your role allows).
Click the action you want and follow the prompt.
Assign sits in the top bar above the list. Duplicate makes a copy of each selected visit.
4. Open a visit’s Work View
To see everything about a visit in one place, click its row (anywhere except the checkbox and the ⋮ menu), or choose View from its menu. The Work View opens beside the list, and clicking another row swaps it in place without closing it.
From the Work View you can change the visit’s status and open its Event actions (⋮) menu for actions like Reschedule. Click the customer’s name under the visit title to see their phone number and email, with Call, Text, and Email buttons.
5. Contact a customer
One visit: open its menu, hover Contact customer, then choose Text message or Email.
Several visits: select them, click Contact customer in the footer, then choose Text message or Email.
A drawer opens on the right, titled Text customers or Email customers. The recipients line shows one entry per customer (for example, “Customers (2)”), and you can click it to see who’s included. Write your message and send it. If you cancel, your selection stays as it was.
You only see Text message if you have permission to send texts, and Email if you have permission to send emails.
Texting has to be set up for your company before you can text.
Visits with no customer (like a to-do) don’t offer Contact customer.
Good to know
Some actions change a visit’s route. Reassigning, rescheduling, moving to the waitlist, or deleting a routed stop takes it off its route, and the remaining stops renumber.