Working a visit¶

Tell the customer you're on the way, start the visit, complete it — or skip it with a reason — from the Schedule tab in Lupa Tech.

A visit moves Scheduled or Confirmed → On the way → In progress → Completed. Each step updates the office's dispatch board and the field app at the same moment.

When the buttons appear

On My Way, Start, Skip and Complete appear only on today's schedule. A visit marked future shows Confirm or Claim instead, and has to be confirmed or claimed first. Open work on today's schedule shows these buttons beside Claim; claim it first so the visit is yours — see Claiming, confirming and turning down work. Work dated another day has to be moved to today by the office.

Tell the customer you're on the way¶

To send an on-my-way message

On today's Schedule, choose On My Way on the visit.
Check Message to client. It starts as "Your technician is on the way!"; change it to say something else, such as "Running 20 minutes late — with you by 10:40."
Optionally add a note under About this visit only — access details belong on the property.
Choose Confirm.

The visit moves to On the way, and Lupa sends the message:

By text, when your company's texting is set up and the customer has agreed to receive texts.
By email instead, when the text can't go — the customer hasn't agreed to texts, or your company's texting number isn't set up. The email's subject is "Your technician is on the way".
Not at all, when the customer has no phone number on file, or when neither text nor email can go — for example, no consent to text and no email address.

The visit changes status whatever happens to the message. Lupa Tech doesn't show which of these happened; the message, if one went, appears in the customer's conversation under Comms. If you clear the message field, the standard message is sent.

Start the visit¶

To start a visit

Choose Start on the visit.
Optionally add a note, then choose Start.

The visit moves to In progress. Start is also offered before On My Way: starting straight from Scheduled or Confirmed skips the on-my-way step and sends the customer nothing.

Complete the visit¶

To complete a visit

When the work is done, choose Complete on the visit. It appears once the visit is In progress.
To text the customer, tick Notify client and check the message. It starts as "Your service has been completed. Thank you!"
Optionally add a note, then choose Complete.

The visit moves to Completed. Completed visits are the work your office invoices.

Notify client is off unless you tick it. The completion text goes only by text, and only to a customer who has agreed to receive texts; there is no email fallback. If it can't go, it is dropped and Lupa Tech doesn't say so.

If you didn't start the visit in the app. Lupa Tech only completes a visit that is In progress: choose Start, then Complete. The field app has a one-step shortcut — see Working the day on the phone.

Skip a visit¶

To skip a visit you couldn't do

Choose Skip on the visit. It is offered while the visit is Scheduled, Confirmed or On the way.
Under Reason for skipping, say what happened — "Gate locked, nobody home".
Choose Skip.

The visit moves to Skipped. The reason is added to the end of the visit's note; the note already there is kept. Skipping sends the customer nothing.

Notes on a visit¶

On My Way, Start and Complete each offer a note field, About this visit only — access details belong on the property, filled in with the visit's current note. What you save there replaces the visit's note; an empty field leaves the note as it was. Gate codes and access directions belong on the property; see Accounts and service locations in Lupa Tech.

If something goes wrong¶

If a step can't be saved, Lupa Tech closes the dialog and says why, for example:

Could not start this visit: the visit is no longer in a state that allows it — the visit has already moved on, for example from the field app or the office.
… that visit is not on today's schedule — the office moves it to today first.