Common Chat Scenarios
Technicians requesting to do outreach for the customer. (Similar rules apply to tech reports on unresponsive customers)
Assigned & OMW Status - Notify the technician that you have forwarded the request to the team handling the appointment and will give you an update as soon as they are able to handle
Arrived & In-Progress Status - Check the appointment and have the technician use the app to update the status of the visit. Relay to the channel specified for outreach and advise the technician to wait 10 minutes.
New technician Inquiries
No changes to the ruling, they will still be posted on the newtech_needs channel, if the request is to callback notify them to reach out to option 1 via the tech hotline. The message response should be similar to the idea stated "We have received your request/inquiry and have notified the team tasked to assist you, alternatively, you can reach out to (860)598-4156 option 1 for assistance"
Non-New technician callback requests
Notify the technician that you have already relayed their request and will receive a call back as soon as the team is able to.
Customer Unresponsive - Technician on Site
Notify the technician to go over the proper app status; the steps are listed below
Step 1: Must be on Arrived status (any other status will not allow the technician to use the following options)
Step 2: Cant Start the Job
Step 3: Customer Isn't Here
After the technician has updated the status, they can wait for the 10 minutes and may leave the location, the app should automatically close the appointment
The technician can block the appointment from closing by tapping in-progress
Customer Cancelation, Reschedule, and Confirmation for Unresponsive Customers- Technician on site
Instruct the technician to go over the following steps.
Press the 3 dots on the top right of the job that says "I have an issue"
Select the appropriate option
Cancelation, Reschedule, Customer Unreachable
Verify if any type of labor was done to determine if a service call needs to be charged
Do not forget notes
Dispatch will then update the appointment accordingly and change the status of the appointment
Inform the SR person through the #td_sr channel by following the format:
Notify the technician to go over the proper app status; the steps are listed below
[Appt ID #]
["Issue submitted by the technician through chats"]
Resending out of jobs
Inform him that you cannot manually do it and they need to follow the steps below
Step 1: Go to the calendar
Step 2: Locate the job being resent out
Step 3: Press & Hold
Step 4: The option to resend will be available
Note: This feature will not be available if the appointment is past time the frame and only works on Assigned or On My Way Status
Tech says they cannot go any longer or asks to resend
Dispatch replies by telling them they’ll handle this one but giving tech instructions on how to do via the app
Dispatch then submits appropriate TIR
Dispatch unassigns tech, puts back into supported & blasts appt (which then sends an automated update to cx that tech can't go & we’re looking for another).
ONLY APPLICABLE TO TECHS ABOVE 5 JOBS
If a special case is reported similar to those listed below, manually resend the job
Low signal
App issues
No connection
Rescheduling Jobs
Always read what the technician mentioned (If it is a request to reschedule or reschedule update)
Always learn why the job is being rescheduled to be noted
Customer rescheduled (if the technician stated that the customer is aware)
Update the appointment to the time and date stated by the technician
Send the technician the following script
“Thanks for the update. We’ll call the customer to confirm this reschedule. Moving forward, please ask customers to use the “Manage My Appt” link in their confirmation email to manage changes directly & simplify the process. Appreciate your cooperation!”
Notify the technician of the update
Reschedule Appointment (no indication of customer awareness)
NEW JOBS
Respond to the technician stating:
Sorry you can’t make it on time. We’ll unassign you from the job to best serve the customer. In the future, please unassign yourself in the app by long-pressing the job on your schedule. If the job isn’t claimed by another tech and the customer reschedules, you can then reclaim it or suggest new times. Thanks for your cooperation!"
Remove tech from the appointment and update the status to "supported".
Apply a $10 discount and $10 supplementary (to prevent ops cancel).
Resend the order to market with the supplementary option.
Request to reach out to the customer to reschedule
Follow Up appointments
Make sure to confirm if the day and time requested to move the appointment is confirmed or a placeholder appointment pending parts status
After confirmation move the appointment to the mentioned date
Notify the customer of the current status
New Appointments
Forward to the dispatch team for calling
If the customer declines to reschedule
Resend the job and set proper expectations add a supplementary $10
(Review if the market has limited or lone techs by asking the broadcaster)
If the customer agrees
Update the appointment
Payment Links, Appointment Closing & Complimentary Appointments
Check Tech Payout processes for dispatch fee and labor questions
Statuses under Done & In Progress - will be closed as Done while statuses under Assigned & On My Way will be closed out as canceled
Payment Link Requests (to the customer)
If the appointment is currently open, simply close it under Done - Resolved - Credit Card
If the appointment is already in "awaiting payment" - Send the link via the action button on Admin
Payment Link Request (to the technician)
Copy the link to the payment page and send it via chat (this happens if a situation calls for us to collect via Check or Cash)
Make sure no membership is attached if the technician is making a payment
Payment Link Request (to another number or via email)
Update the email and phone number on the appointment and notate the previous and new email on the notes
Close appointment accordingly
Transferring of Jobs
Inform the technician to resend the job back out and advise the tech to notify the person being transferred the job to claim the appointment. This is to automate the messages being sent to the customer for them to be aware of the changes
Technical Inquiries
If a technician is requesting help on technical issues in regard to parts or labor requests
Advise the technician to get in contact with the master tech through the hotline
If the technician states that he attempted to call and was not able to get through,
Locate an existing thread (Create an existing thread and tag your leads)
Advise the technician that a follow-up inquiry was created
Technician Profile Updates & Request
Skillset
Notify the technician that skillset requests are available through the app
If the technician is now knowledgeable in handling the app notify them to reach out via tech hotline to the app extension (new tech rules apply and will need to be posted on Newtech_needs channel)
Here are links that to apply for assessment
Location
Acknowledge the request to be relayed to TD_ops Channel and tag a lead
The lead needs to determine if the new market requires a license to be able to claim jobs before updating the market area
Status
If a technician is requesting to check on his status notify him of what his profile states
If no notes were indicated as to his current status. Forward it to the TD_OPS channel for a lead to check
(Techs under prospect status will be posted on Newtech_needs channel, if an inquiry is in regard to his recruitment. notify him that you will follow up on his behalf and he could follow up via email to recruit@puls.com)
Request for escalations
If a technician is requesting to speak with a market manager, direct them toward the correct channel through the tech hotline and request information as to why for documentation on the notes.
If the technician notifies us that he already has attempted multiple times follow the steps on technician inquiries
Updates on appointment demographics and services
If the technician is requesting to change services
Update the appointment and then notify the technician to confirm to allow the technician to double check
If the technician is requesting to change the number and email or address of the customer make sure to copy the old information and place it on the notes
Quotation Requests
If a technician requests to build up or send a quote to the customer.
Determine Parts Cost before mark-up
Determine Labor to be charged
Forward to the TD_OPS channel to be handled by either PTF or STF to send a quote to the customer