This is a new feature that automatically contacts the assigned technician by phone call and short message service (SMS) text message after the Voice Agent books a job and Dispatch Pro assigns a technician after hours, so no assignment goes unnoticed.
What's new?
Previously, when the Voice Agent booked a job after hours and Dispatch Pro assigned a technician, nothing automatically notified that technician. Assignments could sit unacknowledged until the next business day, putting the job at risk of being missed. Now, the Voice Agent immediately places an outbound call and sends an SMS to the assigned technician with the job date, time, address, and job type. The call is informational only and cannot be used to reschedule or cancel the job. If the technician does not answer, the Voice Agent retries the call once.
Before and After
Before (Current)
A customer calls after hours and the Voice Agent books a job.
Dispatch Pro assigns the on-call technician.
The technician does not receive an immediate notification.
The assignment sits until the next business day or until the technician checks the app.
The job risks being missed or delayed.
Impact: After-hours job assignments may go unacknowledged until the next morning, creating a gap between booking and response.
After
A customer calls after hours and the Voice Agent books a job.
Dispatch Pro assigns the on-call technician.
The Voice Agent immediately places an outbound call and sends an SMS to the technician.
The message includes the job date, time, address, and job type.
The technician is aware of the assignment in real time and heads to the job site.
Impact: Technicians are notified the moment they are assigned an after-hours job, reducing the risk of missed appointments and improving response times.
Who uses this feature
Residential Service and Replacement
Administrators, Dispatchers
Technicians (receive an outbound call and SMS when assigned an after-hours job)
Region availability: USA, Canada
How it works for your industry
Residential Service and Replacement
A plumbing company receives an emergency call at 10:30 PM for a burst pipe. The Voice Agent books the job and Dispatch Pro assigns the on-call plumber. The technician receives an immediate call and SMS with the job address and details and heads to the site without waiting until morning.
A HVAC company uses on-call shifts on weekends. When the Voice Agent books a no-cooling call on a Saturday night, the assigned technician is called and texted right away so the company can deliver same-night service.
A plumbing and HVAC company rotates on-call coverage across a team of technicians. When a late-night job comes in and is assigned through Dispatch Pro, only the assigned technician receives the outbound notification, keeping communication clear.
How to prepare?
Go to Settings and open Dispatch Pro. In the Skills and Capabilities section, confirm whether you want the Voice Agent to notify technicians for all Voice Agent jobs or for on-call shifts only.
Brief technicians on the new outbound call and SMS from the Voice Agent. Let them know the call is informational only and cannot cancel or reschedule the job.
Confirm that the phone numbers for on-call technicians are current in your Dispatch Pro settings so notifications reach the right people.
Bookmark any knowledge base articles or Academy videos for team training.