The Appointments tab is your central dispatch and tracking hub for a specific job. From this screen, you can schedule new technician visits, adjust existing bookings, and monitor real-time progress indicators to see exactly what the technician has completed while on site.
The appointment list
The main view displays a chronological list of all diary events associated with this job.
Each entry typically displays:
Date & time: When the visit is scheduled, and who is scheduled to attend.
Description: The appointment description, can be completed quickly to match the job description.
Status: The current state of the appointment (e.g., "Accepted", "Travelling", "Arrived", or "Left").
Feedback: Any job workflow questions the engineer has answered will appear here.
Filtering and searching
As the job history grows, you may need to find specific visits without scrolling.
Search: Use the search bar to find appointments by Engineer name or Description keyword.
Date filters: Use the date pickers to view visits within a specific timeframe (e.g., to find who attended last month).
Booking a new appointment
Scheduling an appointment assigns a technician to the job and updates your forecasted labor costs. If the job is currently on hold, booking an appointment will also automatically remove the hold status.
To manage your schedule, open the job record and navigate to the Appointments tab.
Click Add new appointment in the top right corner of the tab.
This action redirects you to the main Diary screen. A green prompt will appear on the right side of the screen, reminding you to select a time slot for the job.
Click your desired time slot directly on the calendar grid.
The booking side panel will open. Complete the required details, and any optional details you need can be added now, eg., select an “Access method” if you are scheduling an appointment for a work address.
Click Save to confirm the booking.
You will be redirected back to the job record, and the new appointment will appear in the grid.
You can also add a new appointment from the timeline tab, click Actions → Add new appointment.
Scheduling multiple engineers
To send more than one engineer to the same job (e.g., a lead engineer and an apprentice), you must schedule a separate appointment for each person.
Simply repeat the process above for each additional engineer, selecting the same date and time.
Each appointment is tracked individually, allowing you to record separate travel and working times for each staff member.
Read more about using the diary.
Viewing appointment details
The side panel provides a comprehensive summary of the specific visit, including who created it, workflow responses, and communication status.
To view actual arrival, departure, and travel times for a job:
Open the relevant diary event.
Navigate to the Feedback option to access detailed timing information.
Event details
This section confirms the core logistics of the booking.
Date & Time: The scheduled slot for the visit.
User: The engineer assigned to the work.
Created: A timestamp showing when the appointment was booked and by whom.
Assigned workflows: Displays which job arrive and job report workflows are linked to this appointment.
You can send job confirmation and reminders manually from this side panel. Clicking Send opens the relevant template, allowing you to review and edit the message before it is sent.
The status of each message is indicated by a coloured dot.
Red dot: The communication has not yet been sent.
Green dot: The communication has been successfully sent (with a timestamp of when it was completed).
Viewing appointment feedback
Once the appointment has been carried out and marked as "left", engineer feedback and actioning details are available for review.
To view detailed geolocation and times for an appointment:
Open the relevant diary event.
Select the Feedback option.
Scroll to the Geolocation and Times section at the bottom of the side panel to view:
When the engineer accepted the job.
When travel started.
When the engineer arrived on-site.
When the engineer left the site.
Workflow answers: Any "Job Arrive" and "Job Report" workflow questions completed on site are displayed in detail, showing the specific question and answer.
Timestamps and Location: The specific times are logged when the appointment was actioned at each stage. The device location at that time is displayed on a map for visibility.
The location map is only displayed if the mobile app in use has location services enabled.
Editing an appointment
Use this to change the date, time, or assigned engineer if plans change.
Reschedule: Move the appointment to a different day or time slot.
Reassign: Switch the visit to a different engineer (e.g., if the original engineer is off sick).
Change details: Make changes to the appointment description or notes.
Cancel: If the appointment is no longer required, cancel it to retain a record that it was booked previously.
Delete: You can also delete the appointment here, if it was created in error.
Time Adjustment Rules
The "Accept" time must remain in the past relative to the other times.
The "Travel," "Arrive," and "Leave" times must remain in the future relative to the "Accept" time.
Time Entry Format
Use a 24-hour format with a single decimal point for entering times.
Examples:
7:00 AM → 7.00
7:00 PM → 19.00
Once an appointment has been updated past the "Accepted" status (e.g. changed to "Travelling" or "Arrived"), it cannot be edited.
Deleting an appointment
If a visit was created in error, you can remove it.
Delete: Click Delete to open the confirmation window.
Confirm: Click Delete within the modal to confirm the action. This permanently removes the appointment from the diary.
Deleting an appointment permanently removes it from the diary. If the technician has already traveled to the site or started logging labor time against this specific appointment, you will not be able to delete it. Instead, you must edit the time or manage the actual costs on the Costs tab.
Read more about the job record and the job tabs.
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