Read the queue of appointment requests, understand each status, filter what you see, and open a request.
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
- Select a request to open it.
- The Info tab shows the client, services, location, and requested time windows. The Account tab shows the client's account, and Checkout shows payment.
- 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.
