In this article
Appointment Statuses
Appointment statuses act as the live heartbeat of an appointment, giving dispatchers and technicians clear visibility into exactly what's happening in the field at any given moment.
These core statuses are set in stone — they cannot be added to, deleted, or manually managed. This strict standardization ensures that reporting, AI automated workflows, and dispatch boards remain perfectly synchronized across your entire organization.
Booked
Scheduled but not yet verified.
Confirmed
Explicitly verified with the customer.
On the way
Technician is en route.
Arrived
Technician arrived on-site.
Started
Actual service has commenced.
Completed
Job is finished.
Canceled
Called off before work could begin.
No-show
Customer was not present.
Cancellation Reasons
Whenever an appointment is cancelled, it's important to track exactly why to better understand churn and lost revenue. In this settings tab, you can build a library of cancellation reasons that will appear as options when a staff member calls off a job.
Customer inadvertently booked twice for the same issue.
A test booking or an accidental submission occurred.
Customer preemptively canceled because they couldn't make the window.
Reschedule Reasons
Just like cancellations, understanding why appointments are moved provides invaluable insight into dispatch efficiency and client behavior.
You can add your own custom reschedule reasons. Simply click "Add reschedule reason" at the bottom of the tab to create entirely new categories tailored to your business, such as "Awaiting parts from supplier" or "Customer requested later date". Keeping these options updated helps identify recurring friction points in your scheduling pipeline.
Client asked to move the appointment to a different time or date
Assigned technician is sick, on leave, or otherwise unavailable
Required parts or materials have not arrived in time for the job
Outdoor or weather-sensitive work cannot proceed safely
Internal scheduling mistake or administrative error
Appointment Types
Appointment Types define the core categorization of the work you do. Think of them as the overarching labels for your jobs. Each type carries a default duration and description. Setting accurate durations ensures that when your team or your AI Voice Agent schedules a new job, the correct amount of calendar time is instantly blocked out.
On-site quotation or assessment visit
Repair or troubleshooting visit
Routine scheduled maintenance or checkup
New equipment installation or replacement
Safety, compliance, or quality assurance audit
Urgent issue needing immediate attention
Return visit to complete pending work
Lead Sources
Lead sources allow you to track where your bookings are originating from. Whether a client found you on Google, was referred by a friend, or booked via your website widget, tracking the source helps measure the effectiveness of your marketing efforts.
Appointment Outcomes
When a job wraps up, what was the final result? Did you collect payment on-site? Was a follow-up required? Did you close the estimate?
Appointment Outcomes act as an administrative tag applied to completed jobs. Configuring clear outcome labels helps you track success rates and identify which jobs need secondary actions. Like Reschedule Reasons, you can add custom outcomes via the Add outcome button.
Scheduling Information
The Scheduling Information tab provides a read-only overview of your organization's core calendar rules. This includes your operating business hours, minimum booking notice requirements, and the buffer times set between appointments.
While these parameters are displayed here for quick reference, any modifications to these high-level organizational rules must be done through your main Organization Settings.