The Dispatch Queue

Before you start

Dispatch is where appointment requests land, whether clients book online or your team enters them. It's the dispatcher's home base. You'll need a role with dispatch access, like dispatcher or business owner.

Step 1: Read the queue

In the side menu, select Dispatch. Each row is a request, showing its ID, status, the time window the client asked for, the organization, services, order and intake status, and the client.

Request statuses:

• Pending Approval: waiting for your team to review it. You'll only see this if dispatch approval is on (see Dispatch Rules & Fees).
• Pending: approved and being offered to providers.
• Waitlist: parked until a time works (see Waitlist).
• Fulfilled: booked into an appointment.
• Cancelled: closed without a booking.

Step 2: Filter and refresh

• Use the filter under each column, like Status or Procedure, to focus on what needs attention.
• Select a column heading to sort by it.
• Select the Refresh icon to pull in new requests.

Step 3: Open a request

1. Select a request to open it.
2. The Info tab shows the client, services, location, and requested time windows. The Account tab shows the client's account, and Checkout shows payment.
3. Actions are at the bottom, depending on status: Approve, Reset, Text patient, or Cancel request. The three-dot menu has Copy request, Move to waitlist, and Archive request.

Taking a phone call?

Select Create Request to enter a request for a client, just as they would online.

Tips

• Start each shift by filtering to Pending Approval, then Pending.
• Select Add internal note on a request to leave notes for your team. Clients don't see them.