Set Up Dispatch Rules

What this guide covers

This guide explains how to set up dispatch rules that automatically assign incoming jobs to team members. Rules can be based on service type, geographic area, team member availability, and skill set. This reduces manual dispatching and speeds up your response time.

Before you begin

• You need Owner or Admin permissions.
• Ensure your team members have their skills and service areas configured in their profiles.

Step 1: Open dispatch rules

1. Go to /settings.
2. Under the Workspace group, click Dispatch Rules.
3. The rules list shows all existing rules in priority order.

Screenshot: The dispatch rules settings showing three rules in priority order: Plumbing to Team A, Electrical to Team B, and a default catch-all rule.

Step 2: Create a rule

1. Click Add Rule.
2. Enter a Rule Name (e.g., "Plumbing Jobs to Mike").
3. Set the Conditions:
   • Service Type -- matches jobs of a specific service.
   • Service Area -- matches jobs in a specific geographic zone.
   • Day of Week -- matches jobs scheduled on certain days.
   • Priority -- matches high, normal, or low priority jobs.
4. Set the Assignment:
   • Specific Team Member -- always assign to a named person.
   • Round Robin -- rotate among a group of team members.
   • Least Busy -- assign to the team member with the fewest jobs that day.
5. Click Save.

Animation: Creating a new rule that assigns all "HVAC" service type jobs to a round-robin group of three technicians.

Step 3: Set rule priority

Rules are evaluated top to bottom. The first matching rule wins. Drag rules to reorder them. Place more specific rules above general ones.

Step 4: Create a catch-all rule

Create a final rule with no conditions that assigns unmatched jobs to a dispatcher for manual assignment. This ensures no job falls through the cracks.

Tip: Start with a few simple rules and add complexity as you learn which patterns work best. Too many overlapping rules can be harder to debug than manual assignment.

Step 5: Test your rules

Create a test job with attributes that should match a rule. Verify it gets assigned to the expected team member. Check the job's activity log to see which rule triggered the assignment.

Editing and deleting rules

• Edit -- click a rule name to modify conditions or assignment.
• Disable -- toggle a rule off without deleting it.
• Delete -- click the overflow menu (...) and select Delete.

Note: Dispatch rules apply to new jobs only. Existing jobs are not re-assigned when rules change.

Related articles

• Navigate the Settings Page
• Configure Service Area
• Configure Automated Messages