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Understanding the 'Actions' Dropdown Menu

Jake MacDonald
  • Updated

The 'Actions' dropdown menu provides quick access to common tasks for a specific booking. You'll find this menu in two primary locations within the CRM, each tailored to different user workflows:

  • Client History View: Located on each booking record within a client's profile. This view is typically used by Customer Service Representatives (CSRs).
  • Schedule > Card View: Located on each booking card on the schedule. This view is typically used by Dispatchers.

Please note: The options available in the 'Actions' menu are dynamic. They can change based on your user role, the status of the booking (e.g., Upcoming, Completed, Canceled), and which view you are in.

 

Table of Contents

 

 

Booking Actions Explained

 

Here is an alphabetical list of all possible actions.

 

Add/Modify Tip

 

  • Visibility: Client History View
  • Function: Allows you to add a tip to an invoice or change an existing tip amount. 

 

Add Booking Attachments

 

  • Visibility: Client History View
  • Function: Opens a popup allowing you to upload files (like photos or documents) directly to the booking record.

 

Cancel Booking

 

  • Visibility: Schedule Card View
  • Function: Opens a popup to cancel the booking. You can select a cancellation reason, add notes, and choose whether to send the customer a cancellation email. You also have the option to set up a callback for the customer.

 

Change Job Day

 

  • Visibility: Schedule Card View
  • Function: Allows a dispatcher to move the job to a different day. This action will un-route a routed job. All changes are automatically logged.

 

Change Job Route

  • Visibility: Schedule Card View
  • Function: Allows a dispatcher to move the job to a different route on the same day. All changes are automatically logged.

 

Close Out Booking

 

  • Visibility: Schedule Card View
  • Function: Opens the invoice screen (similar to the technician app view) to finalize details, add line items, and process payment.

 

Confirm Booking

 

  • Visibility: Client History View
  • Function: Manually sets the confirmation status for an upcoming appointment.

 

Create Booking

  • Visibility: Client History View
  • Function: Creates a new booking by copying the details from an existing record. This is a powerful way to quickly schedule jobs based on past interactions. How it functions depends on the type of record you are creating it from.

Common Use Cases:

  • From a closed Estimate:
    • This action immediately converts the estimate into a confirmed, billable revenue booking scheduled for the current day.
    • Services from the original estimate are copied over and cannot be edited. Any additional services added may be counted as upsell revenue for the technician.
    • For a detailed guide, please see the "Converting an Estimate Booking to a Revenue Booking" article.
  • From a Lost Sale, Cancellation, or a previous closed Revenue Booking:
    • This action creates a new revenue booking in a temporary 'Draft' state.
    • In Draft mode, you can freely edit most booking details (like date, time, and services) before finalizing. The Revenue Type cannot be changed.
    • Click Update Booking to convert the draft into a permanent, scheduled appointment.
    • If a draft is not modified in 24 hours, it will turn into a lost sale.
    • If any of the service prices have changed since the original booking, the draft booking will copy those services with the updated price.
    • If there are any services on the booking that are inactive, a warning will show in the info panel on the edit booking screen letting the user know they need to replace those services with active ones.

Important Note on 'Draft' Bookings: As when creating any other regular booking, when you select an arrival window for a booking in the Draft state, that time slot is temporarily reserved. For a short period (usually around 10 minutes), other CSRs, dispatchers, and customers using the online booking portal will be blocked from selecting that same window. The hold is released if you choose a new time or if the reservation timer expires.

 

Create Next Recurring Appointment

 

  • Visibility: Client History View (on completed jobs for clients opted into recurring service. Must have the recurring appointment feature turned on.)
  • Function: Manually generates the next appointment in a recurring series. This is helpful if an appointment wasn't created automatically. It will throw an error if you have an existing recurring appointment booking.

 

Delete Payment

 

  • Visibility: Client History View (Requires Finance Admin role)
  • Function: Removes a check or cash payment record from an invoice.
    • Important: You cannot delete a payment if "Refund line items" exist on the invoice. You must first remove those items via the Edit Invoice screen. Credit card payments must be handled by Corporate.

 

Delete Work Record

 

  • Visibility: Client History View
  • Function: Reverts all actions performed by a technician in the field (e.g., photos, payments, notes taken in the technician app). It essentially undoes the "close out" process.

 

Download Invoice/Estimate

 

  • Visibility: Client History View
  • Function: Opens a new browser tab with a downloadable PDF of the final invoice or estimate, showing services as they were at the time of completion. Both office and customer copies are available.

 

Download Original Estimate

 

  • Visibility: Client History View
  • Function: Downloads a PDF of the estimate as it was originally created from the booking screen, before any in-field modifications.

 

Edit Booking

 

  • Visibility: Client History View & Schedule Card View
  • Function: Opens the booking screen to modify the original booking details like services, time, or notes. From the Schedule Card View, you also have an Edit Booking in new Window option for convenience.

 

Edit Invoice/Edit Estimate

 

  • Visibility: Client History View
  • Function: Opens the invoice screen to edit line items, add payments, or close out the job. This is the work record.

 

Edit PO Number

 

  • Visibility: Client History View
  • Function: Allows you to add or change the Purchase Order (PO) number for a commercial client.

 

Edit Work Users

 

  • Visibility: Client History View (Requires Admin role with the Booking - Edit Work Users permission)
  • Function: Allows you to assign or change the technicians on a job.
    • If you are using the payroll feature, it allows you to define the revenue split between techs for payroll purposes.
      Markup 2024-11-11 at 12.02.45.png
  1. Add Technician to job
  2. Choose the technician
  3. Choose the primary technician for the job. You must have one. If you choose a new one, you must deselect the old one.
  4. Choose how you would like to split the revenue between the techs. Must equal 1.
  5. The pencil icon lets you edit that technician. The blue check mark is to save that techs settings.
  6. Trash can icon is for removing that technician from the job. X icon is for canceling the editing.

 

Migrate Callback Subscription

 

 

Reopen Booking

 

  • Visibility: Client History View (Requires Admin or Organization Admin role)
  • Function: Reopens a completed or canceled booking, allowing you to make edits to the booking screen. This cannot be used to change a past booking date.

 

Resend Appointment Confirmation Email

 

  • Visibility: Client History View
  • Function: Sends the appointment confirmation email again. You can specify which email addresses should receive it.

 

Reset ETA

 

  • Visibility: Schedule Card View (Requires an ETA to be marked as notified).
  • Function: Resets the Estimated Time of Arrival (ETA).

 

Send Customer Copy/Send Estimate Email

 

  • Visibility: Client History View
  • Function: Emails the customer a copy of their invoice or estimate. A popup allows you to verify or change the recipient's email address.

 

Send Lost Sale Estimate Email

 

  • Visibility: Client History View (on 'Lost Sale' records only; template must be created in Campaign Monitor and bound in Zr Ware > Admin > Campaign Monitor to the Sales Estimate Transactional Email Type)
  • Function: Sends a pre-configured estimate email to a customer who did not book a job.

 

Send SMS Reminder

 

  • Visibility: Client History View & Schedule Card View
  • Function: Immediately sends the customer an SMS Confirmation about their upcoming appointment. If the booking is part of a recurring appointment series, this will send the recurring appointment reminder text.

 

Send User Invoice Link

 

  • Visibility: Client History View
  • Function: Sends a secure link to the customer's mobile number, allowing them to view and pay their invoice online. User can choose what phone numbers to send the link to.

 

Show/Update Notes

 

 

Show Booking Attachments

 

  • Visibility: Client History View
  • Function: Displays all files attached to the booking, including photos and waivers submitted by the technician. Admins have the option to delete attachments from this view.

 

Show Booking Logs

 

  • Visibility: Client History View & Schedule Card View
  • Function: Displays a detailed log of most changes and automated events related to the booking, providing a audit trail.

 

Show Original Reservation

 

  • Visibility: Client History View
  • Function: If the booking was made online, this displays the original, unmodified reservation details as submitted by the customer.

 

Show Quality Control Questions

 

  • Visibility: Client History View
  • Function: Displays any Quality Control questions and answers associated with the job.

 

Show SMS Messages

 

  • Visibility: Client History View & Schedule Card View
  • Function: Shows a log of all SMS messages sent to the customer from Zr Ware for this specific booking.

 

Transfer Booking to Another Client

 

  • Visibility: Client History View
  • Function: Moves a booking from one client account to another.

 

Unroute Job

 

  • Visibility: Schedule Card View
  • Function: Removes the job from its currently assigned route.

 

View Booking

 

  • Visibility: Client History View
  • Function: Takes you to the booking screen. Mainly used for users that don't have the "Booking - Write" permission and need to see the original booking without editing it.

 

View Client

 

 

View Schedule

 

  • Visibility: Client History View
  • Function: Jumps to the Schedule tab and highlights this specific job on the map.

 

Work Completed

 

  • Visibility: Schedule Card View (on closed jobs)
  • Function: Opens the completed work record, showing what was done in the technician app. It is possible to make some changes to the work record from this view.

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