Waiting, Dispatched and moved Services: when customers hear
Shuffle Waiting Services freely, customers hear once a Service is Dispatched, and quick moves send at most one rescheduled notice.
Customer emails and texts about a Service come from Automations, and only the ones you turn on. Every one still goes through Send Safety and Test Mode.
Waiting is a holding spot
- New Services start as Waiting. Move them between days, teams and stops as often as you like.
- Nothing goes to the customer while a Service is Waiting: no scheduled notice, no reminder, no rescheduled notice.
Dispatched
- Tap Dispatch on Base when the day is set. Service is scheduled fires once, for that Service.
- Day-before reminders go only to Dispatched Services, for the day they are on.
- On My Way and Started come from Route when the technician taps Drive and Start, as before.
Moving a Dispatched Service
- Move it to another day and Service is rescheduled waits for the Rescheduled Notice Wait (10 minutes to start with).
- Move it again inside that time and the wait starts over, so the customer gets one notice for the day it ends up on.
- Move it back to the day the customer was told and nothing goes out.
- Changing the team or the stop order never notifies the customer. Putting it back to Waiting cancels a notice that is still waiting.
Done Services
- Completion, thank-you, review and survey automations fire once per Service, ever.
- Moving a Done Service to the right day, or editing it, only fixes dates and reports. Nothing is sent again.
Change the wait on the Automations gear (Settings > Modules > Automations), under Waiting and Moved Services. 0 sends on the next check, about every 5 minutes.
Where and How
Waiting and Moved Services
Waiting Services never notify the customer. A Dispatched Service tells them once, and a move waits before telling them again.
What It Does
Waiting is a holding spot: move Services around as much as you like and no customer hears about it. Customers hear about a Service only once it is Dispatched.
What It Changes
Service is scheduled fires when a Service is Dispatched (not when it is made). Service is rescheduled fires once after a Dispatched Service moves to another day and stays there. A Done Service never sends anything again when you move or edit it.
How to Use
- Keep Services Waiting while you plan.
- Dispatch them when the day is set; that tells the customer once.
- A later move tells them once, after the wait below.
Rescheduled Notice Wait (minutes)
A moved Dispatched Service must stay put this long before its rescheduled notice goes out. Moving it back cancels it.
What It Does
Several quick moves send at most one rescheduled notice, for the day it ends up on.
What It Changes
Moving it back before the wait ends cancels the notice. Team and stop-order changes never notify the customer.
How to Use
- Leave it at 10 for most offices.
- Use 0 to send on the next check (about every 5 minutes).
- Click Save.
From the same help as the card in the app.
Updated 10/23/26