This improvement to Dispatch Pro allows the system to optimize multi-appointment jobs where only one appointment is currently active, so return visits for parts installs and follow-up work are dispatched just as efficiently as the first trip.
What's changing?
Previously, Dispatch Pro treated any job with multiple appointments as ineligible for optimization. This meant that when a technician visited a home, diagnosed an issue, and a second appointment was scheduled after parts arrived, Dispatch Pro could not assign or optimize that follow-up visit. Dispatchers had to manage the return trip manually. With this improvement, Dispatch Pro now recognizes when only one appointment on a multi-appointment job is currently active. It optimizes that active appointment just like any single-appointment job, assigning the right technician at the right time.
Before and after
Before (Current)
A technician visits a home to diagnose an HVAC issue and determines a part needs to be ordered.
The first appointment is marked as "parts running" and a second appointment is scheduled for the install.
Dispatch Pro sees two appointments on the job and skips it entirely.
A dispatcher manually assigns the follow-up appointment to a technician and schedules it.
Impact: Dispatchers spend time manually managing return visits that Dispatch Pro could otherwise optimize, reducing the value of automated dispatching for multi-visit jobs.
After
A technician visits a home to diagnose an HVAC issue and determines a part needs to be ordered.
The first appointment is marked as "parts running" and a second appointment is scheduled for the install.
Dispatch Pro recognizes that only the second appointment is active and includes it in optimization.
Dispatch Pro assigns the right technician at the right time for the return visit, just like a single-appointment job.
Impact: Return visits are dispatched with the same optimization as first-time appointments, reducing manual dispatcher effort on multi-visit jobs.
Who uses this feature
All business types
Dispatchers
Region availability: All regions
How it works for your industry
Residential Service and Replacement
A plumbing company sends a technician to diagnose a water heater issue. The technician orders a replacement part, and the first appointment moves to "parts running." When the second appointment is scheduled, Dispatch Pro optimizes it alongside other jobs for that day.
An HVAC company handles a diagnostic call where the technician identifies a compressor issue. After the part ships, the follow-up install appointment is picked up by Dispatch Pro and assigned to the best available technician based on skills and location.
A garage door company completes an initial inspection and schedules a return visit to install a custom panel. Dispatch Pro now includes that follow-up appointment in its daily optimization instead of requiring the dispatcher to place it manually.
Commercial Service and Replacement
An electrical contractor sends a technician to troubleshoot a commercial panel issue. A follow-up appointment is scheduled after parts are sourced. Dispatch Pro assigns the return visit based on technician availability and proximity to the job site.
An HVAC service company diagnoses a rooftop unit (RTU) issue at a commercial property and orders a replacement component. The follow-up appointment is now optimized by Dispatch Pro, so the dispatcher does not need to intervene.
A plumbing company handles a multi-visit commercial repair where the first appointment identifies the scope and the second completes the work. Dispatch Pro includes the active follow-up appointment in its optimization run.
Residential Construction
A residential builder's HVAC subcontractor completes a rough-in inspection and schedules a return trip to finish trim-out after framing is complete. Dispatch Pro optimizes the second appointment alongside other scheduled work.
An electrical contractor on a new home build schedules a follow-up visit to install fixtures after the initial wiring appointment. Dispatch Pro assigns the return visit to the right technician without manual dispatcher input.
A plumbing contractor completes a top-out and schedules a trim appointment. With only the trim appointment active, Dispatch Pro includes it in daily optimization.
Commercial Construction
An HVAC contractor on a commercial build completes a ductwork inspection and schedules a return visit to install equipment after delivery. Dispatch Pro recognizes only the equipment install appointment is active and optimizes it.
An electrical contractor finishes a conduit run on a multi-phase project and schedules the panel installation as a follow-up. Dispatch Pro dispatches the follow-up appointment based on crew availability and site proximity.
A plumbing subcontractor completes underground rough-in and returns for above-grade piping. Dispatch Pro handles the second appointment as a standard optimizable job.
How to prepare
Confirm that Dispatch Pro is enabled for the business units where you want multi-appointment jobs to be optimized. This improvement applies automatically to all Dispatch Pro users.
Identify the job types in your operation that commonly result in multi-appointment scenarios, such as diagnostic-then-install or parts-running workflows.
Inform dispatchers that return visits on multi-appointment jobs will now appear in Dispatch Pro optimization. Dispatchers no longer need to manually assign these follow-up appointments.
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