Manage jobs with Dispatch Pro Auto Mode

Overview

When jobs are booked, the workflow is the same with Dispatch Pro as it is without it. The only difference is there are Dispatch Pro-related toggles on the job record. Use these toggles to enable or disable Dispatch Pro for a particular job and manage assignments as needed.

Things to know

• Dispatch Pro treats non-job events without timesheet codes and jobs booked with job types that are not enabled for Dispatch Pro as locked calendar blocks and optimizes around them. Dispatch Pro only responds to non-job events that include timesheet codes.

• If no other technician is available, Dispatch Pro may assign a technician to a job that is far away within your maximum allowed drive time range.

• Jobs may go from assigned to unassigned or vice versa as Dispatch Pro runs. All jobs unassigned by Dispatch Pro will have an alert explaining the reason.

• Dispatch Pro will not:

  • Assign a job to a technician who is on an on-call shift, a time off shift, or has a non-job event.

  • Assign multi-technician or multi-day jobs.

  • Place a job on the Dispatch Board before or after its arrival window or business hours.

• Dispatch Pro assigns, reassigns, and reschedules jobs. Dispatchers still need to unassign, dispatch, arrive, hold, complete, and confirm appointments/jobs as needed. For more, see View and edit job details from the Dispatch Board and Use the Dispatch Board.        

  Note: Dispatch Pro only reschedules jobs within the arrival window or business hours (depending on setup). Dispatchers need to manually reschedule jobs when moving to the next day or a completely different time frame.

Best practices

• Set up tags and tell Dispatch Pro which tags make certain job types a higher or lower priority for your business based on urgency. To maximize your revenue potential, we suggest prioritizing high-urgency jobs that could be vulnerable to competitive loss. For how to prioritize tags, see the Choose which tags show individual job priority section of Adjust Dispatch Pro Prioritization Settings.

• Teach your customer service representatives (CSRs) to apply tags when booking jobs. For how to attach tags to jobs, see Enter job details.

Manage Dispatch Pro jobs

For customer service representatives (CSRs), the workflow for booking a job is the same with Dispatch Pro as it is without it. The only difference is there are Dispatch Pro-related toggles on the job record:

• Dispatch Pro: This toggle is turned on by default when booking jobs with a job type that has Dispatch Pro enabled. If needed, you can turn on or off the Dispatch Pro toggle for a particular job.  

  Note: Turning off the Dispatch Pro toggle for a job does not unassign the technician or modify the job in any other way.

• Technician-specific Job: This toggle is turned off by default. You can turn it on if you want to ensure that Dispatch Pro doesn't unassign or reassign the job.

Note:

• If turning on the Technician-specific Job toggle leads to a double booking, Dispatch Pro shifts the start time within the arrival window to try to avoid overlap. If double-booking can't be avoided, Dispatchers should use the Dispatch Pro Technician Performance Report to help them decide how to proceed.

• If you manually assign a technician to a job at the same time as Dispatch Pro (resulting in double-booking), the manual job is kept and the Dispatch Pro job is removed. The Dispatch Pro toggle is also disabled on the job record.

As with other actions taken on a job, turning these options on or off shows up in the job audit trail.

For more, see Use the Job Details Flyout to view and edit job details on the Dispatch Board and View job history.

Want to learn more?

• See Dispatch Pro in the ServiceTitan Knowledge Base