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Working the day on the phone

Work through your stops from the Agenda tab: read each stop, tell the customer you're on the way, start, complete or skip it, and change the order or the day you're looking at.

Read your agenda

Agenda lists your visits for the day, numbered in the order you'll do them. Each stop shows the client, a status badge, the route it belongs to (if any), the estimated arrival time, the expected length, the drive from the previous stop, the address, and the start of the visit's notes.

The status badges read Scheduled, Confirmed, Proposed, En Route, On Site, Complete, Skipped, Declined, Cancelled or Missed.

If the agenda says "Your agenda is clear." Lupa answered and you have nothing booked today. Check Open Pool for work to claim.

If it says "No connection." or "Could not refresh." The app could not reach Lupa, so it cannot say what is on your day. Tap Retry once you have signal. See Working with no signal.

Read the stop before you go

To open a stop, tap it on Agenda.

The visit screen shows:

  • The client's name, the visit's status, and the address.
  • Schedule: Estimated Arrival, Duration, Travel Time, Scheduled (the booked time) and Date.
  • Access & standing instructions for this property: the gate code, access route or hazards recorded on the property. These belong to the address and appear on every visit there, not just today's.
  • About this visit: notes written on this visit only.

Pets are not on the visit screen. They are on the client's record under Clients, and at the top of the client's message thread.

Work a visit through

A visit goes Scheduled or Confirmed → En Route → On Site → Complete. The buttons at the foot of the visit screen change with each step.

To work a visit

  1. Tap Navigate to open the address in your phone's maps app. Navigate is offered until you tap Start.
  2. Tap On My Way as you set off. Lupa sends the customer "Your technician is on the way!"
  3. Tap Start when you arrive. On the phone, Start appears once you've tapped On My Way. If you're already on site and don't want the customer told you're on the way, open the visit in Lupa Tech and choose Start there — see Working a visit — or tap Mark Done on the phone when the work is finished.
  4. Tap Complete when the work is done.

What you'll see. The status badge changes on the phone, on Lupa Tech and on the office's dispatch board at the same moment.

The on-my-way message goes by text. It goes by email instead when the customer has not agreed to texts or your company has no texting number set up. A customer with no phone number on file gets nothing. If a send was tried and failed, the app says Status updated but SMS notification failed. — the visit still moved to En Route. When no message goes at all, the app gives no warning. Completing a visit from the phone sends the customer nothing.

Only today's work

On My Way, Start, Complete, Skip and Mark Done work on today's visits only, by your company's clock. Tapping one on a visit dated another day is refused with "This visit is not on today's schedule — the office moves it to today before field actions apply."

If you finished without tapping through. Tap Mark Done under the other buttons, then Mark Done again to confirm. It completes the visit in one step from Scheduled, Confirmed or En Route.

Some taps can't be taken back in the app

  • On My Way has no undo, and the customer has already been told. If you tapped it by mistake, call the office.
  • Once a visit is On Site, the app offers only Complete — you can't skip it from the phone. If the job can't be finished, call the office.
  • A skip can't be undone from the app.

Skip a visit you couldn't do

To skip a visit

  1. On the visit screen, tap Skip. It is there while the visit is Scheduled, Confirmed or En Route.
  2. Pick the reason:
    • No access — gate locked
    • No access — dog
    • Client not home
    • Client asked to skip
    • Unsafe conditions
    • Other… — then type what happened.
  3. Tap Skip Visit. Cancel leaves the visit as it was.

What you'll see. The visit reads Skipped. The reason is added to the visit's notes as "Skipped: " followed by your reason, so the office can see why.

Change the order of your stops

To move a stop, tap the up or down arrow beside it. The new order saves straight away and the office's board follows it.

What you'll see. The list reorders, and the arrival times dim until Lupa has recalculated the day. If the change can't be saved, the app says Failed to reorder. and reloads the day as Lupa has it.

Look at another day

To page through days

  1. Tap the arrow either side of the date to go back or forward a day. Under the date the agenda says Today, Upcoming or Past.
  2. Tap Today at the top to come back.

The agenda follows your company's clock, not your phone's.

On a later day the agenda also shows proposed work you can Confirm, and Decline on visits already booked to you — see Taking and handing back work.