Service windows allow you to provide customers with an estimated arrival timeframe (such as "Morning" or "Afternoon") rather than a specific time. This manages customer expectations while giving your engineers flexibility for travel time or unexpected delays. These windows appear on your booking portal and can be included in automated customer communications.
What plan are service windows available on?
What plan are service windows available on?
Plan name | Client region | Plan includes feature |
Legacy Plans | All | No |
-------------- | -------------- | -------------- |
Go Paperless | UK | Yes |
Customer Journey | UK | Yes |
Automation | UK | Yes |
-------------- | -------------- | -------------- |
All-in-One | US | Yes |
Customer Journey | US | Yes |
Field Automation | US | Yes |
How to view the service windows setting
➡️ Go to your Profile icon → Choose Settings → Locate Schedule and dispatch in the Categories menu → Click View next to Service windows
Configuring service windows
To use this feature, you must configure a complete day that covers a full 24-hour schedule.
Click and drag on the timeline to select the hours for the slot
Enter a Service window name for internal reference (e.g. Morning slot").
In the Customer appearance the exact text your customer will see on booking confirmations (e.g. "Morning between 8:00 AM and 12:00 PM").
Select any relevant other events (eg. AM event and Full day event for a morning slot)
Repeat this process for the remaining slots
Click Save
All service windows must be fully configured with AM, PM, and All-Day options before you can save the settings.
Managing service windows
You can update your service windows at any time if your working hours or internal naming conventions change.
Click a service window to open the side panel
Update the fields as needed
Click Save
If you need to remove the service window, click Delete
Common questions
Why do I need to select AM, PM, or All Day events?
Why do I need to select AM, PM, or All Day events?
The diary allows you to create generic morning/afternoon/all day events that don’t have a specific arrival time associated with them. In this case, the system will want to know what it should use when replacing the tag (in other words “what it should tell the customer when we are arriving”) in the confirmation emails, especially in the case where you may have more than one service window in the morning.
The AM/PM check boxes are typically tied directly to your morning and afternoon service windows respectively. Full day events typically start in the morning so you would also select your morning window.
Example use case
Once your windows are set up, you can display them in your customer confirmation emails and reminders using dynamic tags. This ensures the customer sees the "Customer appearance" text you defined earlier.
Click here to see service windows in the communication templates
Click here to see service windows in the communication templates
In your customer job confirmation template, add the [diary_service_window] tag.
When the customer uses a self service portal to schedule appointments, they see the customer appearance name.
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