Bookings

One booking carries the work from the client’s first request to completion. Its stage and its payment status sit side by side, so your team, your agents and the client all look at the same thing.

The board and the list

Bookings opens on the Board: a column per stage, Requested, Quoted, Confirmed, Live and Completed. Completed holds the last two weeks; older ones, and those declined, withdrawn, expired or cancelled, are in the list.

Choose List to filter by Open, Needs action, Requests, Quoted, Completed, Ended or All. The search box finds a booking by its number, client, the people on it or its dispatcher. Badges on each card flag what needs a person, such as “Quote expiring”, “Open places”, “Short within 48 hours”, “Release asked” or “Late fee to decide”.

Timesheets and Reports at the top open the reviews across all bookings; see Time and expenses and Reports.

A booking’s page

The page shows the stage, the payment status and any flags at the top, with the booking’s dispatcher. Next step always says what happens next and holds the action that moves it on. Below it are the map and posts, Schedule and team, The brief, invoices, timesheet, expenses, reports, incidents, the rating, the shift log and the quote; beside them Details, Payers, Guests, The request and History.

• Dispatcher: every booking has one. A request has nobody until someone quotes it or picks one; change it from the field at the top.
• PO number: select Change beside it under Details. It can change until the invoice is sent.
• The brief: what agents read before a shift. Select Edit the notes, write your notes for the agents, and Save the notes. The staffing rows show who has read it.
• Guests: select Add a guest to add a principal of another client, or Someone by invite with their name and email. Up to 20; a guest sees the schedule, team and live view, never prices. Remove ends their view.
• No charge: the owner and admins can Mark no charge (training or pro bono, with a reason) until the invoice is sent, and Charge it again to undo it.

Answering a request

A request arrives from the portal or your website. Select Write the quote to price it (see Quotes), or Decline, give the reason the client reads, and select Decline the request.

A website request is Unconfirmed until the sender clicks the link in their confirmation email. If you’ve spoken to them, select I’ve verified this by phone. When the sender’s email is a contact on more than one client, choose which one under Which client is it for? and select Use this client.

A new booking

For a phone call or a regular client, select New booking:

1. Choose the client and the Service (offered service types only).
2. Tick the principals on this booking, then fill in Where: one place, a route with stops (and a flight number if the type asks), or a site. A saved place fills a row; addresses are picked from the list.
3. Write the quote below, then select Send the quote. If the client has already agreed, select They’ve already agreed, say how, tick whether a deposit was paid outside, and select Confirm without sending.

Anything that stops the quote going out (no contact who can approve, your client terms not accepted in setup) is listed with a link to fix it.

Repeat appears on every booking that has ended. It opens a new booking with the same client, service, place and team on the same weekdays ahead, at today’s prices.

Staffing

Once a booking is confirmed, each shift lists its places by role. Select Staff on a role (or Staff the open places under Next step):

1. Under Who, everyone on the roster is listed, the free first. Someone not joined, missing a credential or already on the shift can’t be chosen. A conflict (another shift then, too little rest between shifts, time off, outside their availability, or “Not available” for work elsewhere) needs a reason under Why go ahead with … anyway.
2. Tick one person or several. Set The offer closes after (the usual 12 hours, 1 hour inside a day, or a time you choose; never later than 15 minutes before the shift).
3. Select Send the offer (or Offer to N people). The first to accept takes the place; the others see “Filled”. Or tick one person and select Assign directly; they’re told.

On each person’s row: Withdraw the offer while it’s unanswered, Take off this shift with a reason they’re told, and, when someone asks to be released, Release them or Keep them on it. A shift still short inside 48 hours, and again inside 4 hours, is flagged here, on the Schedule and on Today.

Changes and extra time

On a confirmed or live booking, select Change. Edit the shifts, team, lines or payers on the same form as a quote, add a Message to the client, and check What this change does:

• If the price doesn’t go up, Save the change applies it at once and the client is told.
• If it goes up, Send the change quote. The booking stays as it is until they approve. One change quote is open at a time; Withdraw the change takes it back.

A shift that has started can’t be changed, only extended or ended early, and Change never removes work inside the cancellation window: that goes through Cancel. When a client asks for a change, make it with Change, or select Mark dealt with if it was handled another way.

Extra time: on a shift under way, select Add extra time under Schedule and team, and choose How much longer (15-minute steps, up to 12 hours past the end). Choose Ask them to send it for one-tap agreement, or They’ve agreed already and say how. The people on the shift carry on into it. While it waits, you can record their agreement with Record it.

Cancelling and ending early

Select Cancel… and choose What to cancel: the whole booking, one day or one shift. Under Who asked, choosing the client applies the late-cancellation policy; choosing You charges no fee and refunds any deposit in full. Give a reason (viewers don’t see it), check the fee and deposit shown, and confirm. Everyone on the cancelled shifts is told.

A late fee waits on the booking under Cancellations until the owner or an admin selects Charge (it goes on the invoice) or Waive.

On a live booking, End early ends the shift under way now and cancels the shifts after it; say who asked and why, then End it now. A booking whose shifts all ended with nobody working them shows Close instead.

Shared bookings

When several clients split one job, each is a payer on the same booking, up to five. You set them up on the quote (see Quotes). Payers on the booking’s page shows each one’s answer: Mark approved or Record agreement for one who agreed outside the portal, and Cancel their share for one leaving before the work is live. The others get a change quote with the new split. Only the booking’s own client cancels the whole booking.

Recurring work is coming after launch.

When something is refused

If someone changed the booking while you had it open, you’ll see conflict: reload and try again. A stage that has moved on gives not_open, and an action your role can’t take gives forbidden. While your account is on hold nothing new is booked or quoted, but confirmed and live bookings can still be staffed, changed and extended.

Who can do what

Who can do what with bookings

Area	Owner	Admin	Dispatcher	Viewer
Bookings, requests and quotes	Changes	Changes	Changes	Reads
Agent pay rates	Changes	Changes	Per assignment only	No
Sensitive details (taxpayer ID, medical notes)	Changes	Changes	Changes	No

Late fees and Mark no charge are for the owner and admins. Reasons for overrides, releases and removals are shown to dispatchers and up; viewers see the status only.