Visits created by the dispatcher become visible for the customer in their Customer Portal.
In their portal, customers can:
View upcoming visits
Confirm visits
Request reschedule
Cancel visits
View Upcoming Visits
By clicking Upcoming Visits on the portal home page, they will be taken to this screen where all their upcoming visits will be listed:
Selecting a visit will give more details:
When selected, a number of options are available to the customer:
Customer Confirms visit
When a customer confirms the visit:
Visit remains Scheduled.
Confirmation state is recorded.
Customer cannot unconfirm.
To change the appointment, they must reschedule or cancel.
Customer Reschedules visit
When a customer reschedules, a new modal pops up:
Customers will choose:
Preferred time 1st choice (required)
Preferred time 2nd choice (optional)
After the reschedule has been submitted:
Visit status becomes Reschedule pending.
Customer can no longer:
Confirm
Submit another reschedule until dispatch responds.
Customer Cancels Visit
When a customer cancels:
The Visit is marked Cancelled.
A cancellation reason may be stored.
The associated Method Job may appear as needing attention.
The Job remains flagged until dispatch addresses the cancellation.
Dispatcher Response to Reschedule
Dispatch must:
Open the Visit.
Review the preferred times submitted.
Edit the Visit to one of the new time options.
Save (optionally notify the customer).
The Visit then returns to Scheduled status.