Available now on installHUB
Move a booked visit to a new date, time or field operative, or cancel it with a reason. You can do this from the job or from the Scheduler.
Change a visit from the job
- Open the job from Jobs.
- In the Appointments panel, open the visit’s Appointment actions menu and click Edit appointment.
- The Edit appointment page opens with the scheduler alongside. Change the Date, Start time, End time or operative.
- Tick Send email to customer if you want to tell them about the change.
- Click Save.
Change a visit from the Scheduler
- Click the visit and choose Edit Appointment to open the same edit page.
- Or drag the visit to a new time or onto another operative’s row. Dragging doesn’t save the change by itself: the edit page opens with the new time and operative filled in, so you can check them, choose whether to email the customer, and click Save.
You can’t move a visit into the past, and a cancelled visit can’t be changed. If the new time clashes with the operative’s other work or their availability, or a checklist item runs out before the visit, you’ll see a warning before it saves.
Cancel a visit
- From the job’s Appointment actions menu, click Cancel appointment. On the Scheduler, click the visit and choose Cancel Appointment.
- Choose a reason. If you pick a reason that needs it, type it under Enter reason; otherwise you can add optional details.
- Set Needs rescheduling to Yes if the visit has to be booked again.
- Click Confirm Cancellation.
The people involved are told about the cancellation. If the field operative has already started work on the phone, anything they captured but haven’t submitted could be lost, and installHUB warns you before you confirm.
Cancelling a visit puts the job back to its scheduling stage, ready to book again from the job or from Jobs to Schedule on the Scheduler. With Needs rescheduling on, the cancelled visit is also marked Needs rescheduling, so the office can see it still has to be rebooked.
Visits a field operative calls off
Field operatives can cancel a visit or record an outcome from the mobile app. Outcomes set to trigger a reschedule put the job back in the queue the same way. See Set up installation types and appointment outcomes.
