Frequently Asked Questions

Dispatch AI is purpose-built for field service businesses running 5 to 200 technicians. This includes HVAC, plumbing, electrical, pest control, solar installation, elevator maintenance, landscaping, and any operation that dispatches workers to customer locations on a daily basis.

If your dispatch coordinator is drowning in a whiteboard, a spreadsheet, and three group chats, Dispatch AI was designed for your team. If you are an enterprise with a dedicated operations team that has already invested in Oracle Field Service or ServiceMax, you may find Dispatch AI over-simplified for your needs.

No. Dispatch AI is designed to layer on top of your existing job management tool rather than replace it. We have built-in sync for Service Titan, Jobber, Housecall Pro, and FieldEdge. Jobs created in those platforms flow into Dispatch AI automatically; assignments flow back.

If you are not using a job management platform at all and are running on spreadsheets, Dispatch AI can serve as your primary system. It includes a lightweight job board and customer record store for teams that want to consolidate.

Most teams are live and dispatching through the platform within 3 business days. The onboarding process has three phases:

• Day 1: Connect your job source (CRM, form, or CSV import) and add your technicians with their service zones
• Day 2: Configure skill tags, shift patterns, and routing preferences; run the AI on 20 historical jobs to calibrate scoring
• Day 3: Go live in shadow mode (AI makes suggestions, a human approves) before switching to fully automated dispatch

Every account includes a dedicated onboarding call. We do not charge extra for it.

Yes. Every new account starts with a 14-day free trial on the Professional plan. No credit card is required to start. You get full access to the dispatch engine, routing, integrations, and the mobile app for your field team. At the end of 14 days you choose a plan or your account pauses.

The engine scores every technician against five weighted factors for each incoming job:

• Proximity: real-time GPS distance from the technician's current location to the job site
• Skill match: does the technician hold the certifications or skill tags the job requires?
• Schedule load: how many jobs are already queued for this technician today?
• Completion velocity: how long does this technician typically take on this type of job, based on history?
• Customer history: has this customer previously requested or rated a specific technician?

The weights are configurable. If you prioritize customer continuity over proximity, you can raise the customer-history weight. The model learns your team's patterns over the first 30 days and adjusts its baselines automatically.

Always. The dispatch dashboard shows each assignment with a one-click reassign button. Drag-and-drop the job to any other technician. You can also override at the job-creation stage by pinning a preferred technician before the AI runs.

Every override is logged with a timestamp. After 90 days, Dispatch AI surfaces patterns -- for example, if a dispatcher overrides HVAC jobs assigned to a specific technician 80% of the time, the system suggests adjusting that technician's skill tags rather than continuing to work around it manually.

Mark the technician as unavailable in the app. Dispatch AI immediately re-scores all their pending jobs and reassigns them to the next best available technician. It then recalculates drive times across the entire day's schedule to minimize cascading delays.

The system sends the affected customers a re-notification (via SMS or email, depending on your preference settings) with the new estimated arrival window. This happens in under 60 seconds from the moment you flip the technician to unavailable.

The mobile app stores the last known location and syncs when connectivity resumes. For routing in low-connectivity areas, you can configure the system to use zip-code-based zone matching as a fallback instead of real-time GPS. Most rural field service teams use a hybrid: GPS in towns, zone assignment on rural routes.

We have customers dispatching irrigation and well-service technicians across large portions of Montana and Wyoming with this setup. It works well as long as zones are configured thoughtfully.

Yes, on the Professional and Business plans. Dispatch AI generates a branded booking link you can embed on your website or send via text. Customers pick a service type and a preferred time window. The system only shows windows where a qualified technician is actually available -- it does not let customers book into times the engine cannot fulfill.

This self-serve booking flow reduces inbound booking calls by an average of 55% for teams that adopt it, based on aggregate data across our customer base.

Yes. You can set up a recurring schedule for any customer (weekly, monthly, quarterly, or custom interval). When the next occurrence is due, Dispatch AI automatically creates the job and dispatches it using the same technician-scoring logic. You can pin a preferred technician for recurring jobs, which is common for commercial maintenance contracts where customers value continuity.

Recurring jobs appear in the schedule 14 days out so dispatchers can plan around them.

Emergency jobs are flagged with a priority level at creation. The dispatch engine immediately inserts the job into the schedule, finds the best technician who can respond within the required window, and adjusts the rest of that technician's queue to account for the insertion. Other customers whose jobs are pushed back receive an automated re-notification.

You can configure SLA rules per job type -- for example, all "no heat" calls in winter must be responded to within 4 hours. The engine treats these as hard constraints rather than suggestions.

Current native integrations include:

• Service Titan (two-way job sync)
• Jobber (two-way job sync)
• Housecall Pro (two-way job sync)
• FieldEdge (job import)
• QuickBooks Online (invoice push)
• Stripe (payment collection)
• Twilio (customer SMS notifications)
• Google Maps Platform (routing)

A REST API and webhook system are available for custom integrations on the Business plan. We also support inbound job creation via email parsing if your intake runs through a shared inbox.

Yes. We support CSV import for customers, jobs, technicians, and service history. The import wizard includes a field-mapper so you can match your column headers to our schema without pre-formatting your data. For platforms with native integrations, historical data can be pulled in directly without any CSV export on your end.

Historical job data is valuable: the dispatch engine uses it to build baseline completion-time models for each technician and service type. The more history you import, the more accurate the scoring is on day one.

Dispatch AI is priced per active technician per month. An active technician is anyone who is assigned at least one job during the billing period. If a technician is on leave for a full month, they do not count toward your bill.

• Starter: up to 10 technicians, $29/tech/month
• Professional: up to 40 technicians, $22/tech/month, includes customer self-booking and integrations
• Business: unlimited technicians, $18/tech/month, includes API access, custom SLAs, and priority support

Annual plans are available at a 20% discount. See the full pricing page for feature comparison.

Yes. Upgrades take effect immediately and are prorated to the remaining days in your billing period. Downgrades take effect at the start of your next billing cycle. You will not lose any data when downgrading, though features not available on the lower plan will become inactive.

You can cancel at any time from your account settings. On monthly plans, your access continues through the end of the current billing period; we do not offer partial-month refunds. On annual plans, we offer a pro-rated refund for unused months if you cancel within the first 60 days. After 60 days on an annual plan, refunds are not available but you retain access through the paid period.

Your data is retained for 90 days after cancellation. You can export everything (jobs, customers, technicians, history) during that window.

All data is stored in the United States on AWS infrastructure (us-east-1 and us-west-2 for redundancy). Data is encrypted at rest using AES-256 and in transit using TLS 1.3. Backups run every 6 hours with a 30-day retention window.

Business plan customers can request data residency in the EU (Frankfurt) or Canada (Montreal) if their operation requires it. There is no additional charge for this.

SOC 2 Type II certification is in progress; our audit window closes Q3 2026. Current security posture includes penetration testing twice per year, access logging, SSO via SAML 2.0 (Business plan), and a responsible disclosure program.

If your procurement team requires SOC 2 before signing, contact us. We can share the current audit report in draft form under NDA for enterprise evaluations.

No. Your customer data, job history, technician locations, and business data are never sold, licensed, or shared with third parties. Aggregated, anonymized performance benchmarks (e.g., average first-response time by trade category) are used internally to improve the dispatch model. Your data cannot be attributed or re-identified in those benchmarks.

Dispatch AI ships a native mobile app for iOS and Android. Technicians receive job notifications, view their daily schedule, get turn-by-turn navigation, log job start/end times, capture customer signatures, and upload photos directly from the app. The app works offline for job viewing and note-taking; sync happens when connectivity resumes.

Setup for a technician takes about 3 minutes: download the app, enter your company code, done. No account management from the technician's side.

Yes. The platform has four built-in roles: Owner, Manager, Dispatcher, and Technician. Owners have full access including billing and API keys. Managers can view and edit all jobs and technician profiles but cannot access billing. Dispatchers can create and modify jobs but cannot change technician profiles or view financial reporting. Technicians only see their own assigned jobs.

Custom role permissions are available on the Business plan if the built-in roles do not match your org structure.

Yes. The analytics dashboard tracks per-technician metrics including on-time arrival rate, average job duration vs. estimated duration, first-visit resolution rate (jobs completed without a callback), and customer satisfaction score if you use the post-job SMS survey feature.

These metrics inform the dispatch scoring model. A technician with a high first-visit resolution rate on electrical panel jobs will be scored higher for similar jobs than a technician with equivalent proximity but lower resolution history.