Not a window cleaner? Where this guide says round, you'll see route. It works the same way. You can change the word in Settings, then Scheduling.
Before you start
Customers send requests from their portal: an Extra clean, a Quote for other work, a Complaint or Other. Skip a visit, Move a visit, Away on holiday, Add to a visit, Book a job, Urgent call-out and New access details come from the portal's own buttons.
- Open Leads and requests, then Requests. It shows the ones to deal with. Choose Show, then All, including closed, for the rest.
- Open a request to see What they asked.
- For a skip, move, holiday, booking or new access details, check What they asked for and choose the button, such as Approve and skip the visit or Approve and book it. For a booking, choose the day in Book it on first.
- To answer, write Your reply, choose Send by and Then mark it, and choose Send reply.
- When it's dealt with, choose Mark done, or Decline. Reopen brings it back.
What happens next
Approving makes the change, or books the visit, and the request is done. Your reply shows on their request in their account too, and they can reply under it.
For an extra clean or a quote, use Add a visit or Create quote at the top of the request.
If you set skips, moves and holidays to apply at once, those requests say Already made: your settings apply these at once. Only you can change it back.
New access details wait for you. Choose Show the codes to see them. They replace the property's gate code once approved, and your team sees nothing until then.
If something goes wrong
- “Write your reply.”: the reply box is empty.
- “Not sent: …”: the reason follows, such as no email address. Try the other way under Send by.
- The customer withdrew this: they took it back, so there's nothing to approve.
Who can do this
The owner and managers who can see customers. Replying needs Can message customers. Approving a change to visits needs Can plan the schedule, rounds and forms too.
Still stuck? Send us a message.