WORKFORCE for Operators
Everything your business knows, in one login.
You own the company. You are also, most weeks, the estimator, the collections department, and the person who notices at 9pm that nobody called the Hendersons back. This manual is organized around what you are trying to get done, not around the menu.
Chapters: Winning work · Running jobs · Getting paid · Knowing your numbers · Your team · Reaching customers · Running the business
Winning work
The lead pipeline
Where: Leads.
Every opportunity — phone calls, web forms, partner referrals — lands in one searchable list. Filter by status or source, and switch between table and card views depending on whether you are scanning or reading.
Add a lead yourself from a walk-in or a phone call, and assign a technician right on the form if you already know who is going.
What you get: the pipeline stops living in three places and one person's memory.
Triage — the moment a lead becomes a job
Open a lead and click Triage. One guided flow confirms the customer details, verifies the address, sets the project type, and creates the customer and the project together.
What you get: the handoff from "someone called" to "job exists" is a single screen, and nobody retypes a name or an address. This is the highest-leverage thirty seconds in the product — it is where a lead becomes booked revenue.
Follow-ups that do not depend on memory
On any lead, log the calls and emails as they happen and schedule the next follow-up. The reminder is attached to the lead, not to a sticky note.
What you get: leads stop going cold because a callback was forgotten on a busy Tuesday.
Estimates that become invoices
Where: Invoices → Estimates.
Build a quote by pulling items from your price book, send it for approval, and when it is accepted, click Convert to Invoice.
What you get: quote-to-cash with zero retyping. The line items you priced are the line items you bill — which means the margin you quoted is the margin you actually get, instead of the one that survived being copied into a second document.
Customer analytics
Where: Customer Analytics.
Five tabs computed from your real records: overview, top customers by value, how they were acquired, where they are geographically, and a twelve-month growth trend.
What you get: "who are my best customers and where do they come from" — answered from your own data, not from a feeling.
Running jobs
Your dashboard
Drag and resize the tiles — leads, projects, SOPs, metrics — until the front page is the one you actually want to look at.
The project pipeline
Where: Projects.
Every job, searchable and filterable by status, with customer details expandable inline. Assign a technician straight from the list: search your crew and your partner network, one click, done.
What you get: the whole pipeline triaged in seconds, and dispatching a job without picking up the phone.
The digital job file
Where: a project's Documentation.
This is the replacement for the paper folder, and it is the most important screen in the product for anything that ever gets disputed. Tabs for the timeline, photos, videos, files, reports, estimates, the invoice, signed agreements, credit memos, and refunds — all on the job, all in one place.
What you get: when a customer says the work was not done, or the insurer wants documentation, or a tech has left the company — the record is complete and it is already where you would look for it.
Share the job file
From a project, Share: email the customer a recap, generate an expiring share link, or export a PDF.
What you get: a professional project summary in one click, instead of twenty minutes assembling attachments.
Send a contract for signature
From a project, Send Contract: choose an uploaded agreement or template and send it out from the job itself.
What you get: a signed contract without re-keying the job details into a separate e-signature product.
The dispatch board
You share this screen with your dispatcher — see the dispatcher manual for how it is run day to day. As the owner, the parts that matter to you:
- The status cards — available, dispatched, active, and unassigned counts. A three-second read of whether today is staffed and whether work is sitting unbooked.
- The live map — real-time GPS pins for the crew, colored by status.
- The guardrails — double-booking, over-hours, and approved-leave conflicts are refused or warned about before the assignment lands.
- Recall — one action pulls a technician off jobs when someone calls in sick, and returns that work to the queue.
Getting paid
The invoices hub
Where: Invoices.
Four live summary cards — invoiced, outstanding, estimates out, estimates converted — over a searchable list.
What you get: your cash position without opening a spreadsheet.
Building an invoice
Search the price book, add items to a cart that totals live, send.
What you get: point-and-click billing. The prices are the ones you set, every time, on every job, regardless of who built the invoice.
Getting the money in
- Send with a pay link — confirm the customer's email, add a note, send. The online payment link is created automatically.
- Record a manual payment — cash or check, with amount, method, reference number, and date.
- Write off a balance — pick a reason and close out bad debt or a negotiated discount cleanly.
- The action menu — send, mark paid, write off, cancel, export, apply to another invoice, mark replaced. Every stage of an invoice's life, in one menu.
- Export — a branded PDF or Excel copy, with control over what is included.
What you get: the customer pays from their phone instead of promising to mail a check, and the money that does not come through the card processor still lands on the books.
Inventory
Where: Inventory.
Pick a warehouse and see On Hand, Reserved, and Available for every item, with Load, Transfer, and Write Off actions. Technicians' equipment checkout and return requests queue up for your approval.
What you get: you know what is actually on the truck before you dispatch it, and gear stops walking off without a record.
The price book
Where: Admin Utilities → Price Book.
Your menu of charges: equipment, labor, and materials, priced by category, with bundles.
What you get: consistent pricing across every technician, every estimate, and every invoice. (This one currently lives inside the admin utilities screen rather than having a page of its own — it is worth the click.)
Knowing your numbers
All of the reports filter by date and status, and export.
| Report | What it answers |
|---|---|
| Lead Analytics | Which lead source actually converts, and which leads are aging out |
| Project Analytics | Which jobs are stalling, before the customer notices |
| Financial | Revenue, expense, and profit with month-over-month trend, by category and per invoice |
| Invoice Register | What is outstanding and what is overdue |
| Commission | What each partner and technician has earned, and what is unpaid |
| Off-Platform Money | Cash, checks, write-offs, discounts, and refunds — exportable for QuickBooks |
What you get: the Financial report is the boardroom screen — true margin by month and by job, including what commissions and materials really cost you. The Off-Platform Money report exists because the money your card processor never saw is exactly the money a bookkeeper misses at period close.
One thing worth knowing about the reports: they are powered by a separate analytics warehouse rather than read live off the app database. They are built for scale and for history, not for up-to-the-second reads.
Your team
Where: Employees.
- Add a team member — contact details, role (Admin / Dispatcher / Technician), and skill ratings that the dispatch board uses when matching a tech to a job.
- Approve or deny sign-ups — nobody gets into your company account without you.
- Terminate or reactivate — with a reason, and login access is revoked immediately.
Where: Timecards.
- Approve or reject submitted timecards (a rejection requires a reason).
- Enter or edit hours per project on a weekly grid when someone missed a day.
- Time card analytics — daily hours trend and a sortable table, to spot overtime spikes before payroll does.
What you get: hiring, permissions, and offboarding in minutes — and payroll hours that were verified rather than assumed. Termination is the quiet one that matters: access to your customer data ends the same hour the employment does.
Reaching customers
The customer database
Where: Customers.
Search and filter by status or type, then act — the phone, email, and map icons are one click each. Open a customer for their full workspace: projects, invoices, tickets, and the interaction history.
Log every call, email, and note against the customer, and schedule follow-ups the same way you do on leads.
What you get: you walk into a call already knowing the history, and nobody falls through the cracks between jobs. This is the churn defense.
The inbox
Where: Inbox.
Four tabs: promotions, service and payment activity, direct chat, and leads. Direct chat threads attach to a job and carry text, photos, and files — and as the owner you can see any conversation.
What you get: job conversations stay with the job and stay searchable, instead of living in personal text threads that leave with whoever sent them.
Campaigns
Where: Inbox → Create Campaign.
Choose an audience by filter or by list — the recipient count updates live as you narrow it — then write the subject and body in a rich editor. Preview it, send a test to yourself, schedule it for later, or save it as a draft.
Send stays disabled until every blocker is cleared.
What you get: a targeted promotion to your own customer list without a separate email tool — and a hard guardrail against sending a broken one to all of them.
Automated email wording
Where: Templates.
Edit the wording of the emails the system sends on your behalf — project created, payment received, and the rest — then publish.
What you get: every automatic touchpoint sounds like your business instead of like software.
The company wiki
Where: Wiki.
Searchable SOPs, each with a category, a time estimate, and the tools needed.
What you get: tribal knowledge becomes a playbook, and training a new tech stops requiring your undivided attention for a week.
Running the business
Branding and company profile
Where: Profile.
Upload your logo and set your company name, legal name, and contact details. These flow into every customer-facing document and portal screen.
Your contract, made signable
Also on Profile: upload your own PDF contract and drag signature, date, and checkbox fields onto it. It becomes a fillable e-signature document used automatically at approval.
Draw your countersignature once, and it is reused to countersign every agreement.
What you get: your paperwork, not a generic template — and no printing, scanning, or per-job signing.
Partners
Where: Partners.
Add a partner with their commission rate, or approve and deny incoming applications. A filterable table shows earnings, active jobs, and referral counts per partner.
What you get: control over who can refer business and get paid — and a clear read on which referral sources are actually worth the commission. See the partner manual for what they see on their side.
QuickBooks and Stripe
Where: Integrations.
Connect each account and sync your customers across.
What you get: the duplicate data entry between this system, your books, and your payment processor gets smaller. (Connection and customer sync are live; deeper invoice and payment sync is still being built out.)