For: Dispatchers and service writers · Permission: a role that can see Service › Chat and can be assigned as a dispatcher · Time: ~3 minutes
Quick summary
- Open Service › Chat and click the chat.
- On the Service Writer card, click Assign Users and add yourself, so the chat options appear.
- Click Create Service Order.
- Add the vehicle, unit location, service area, service type and description, then click Submit Service Order.
Before you start
- The chat must belong to a customer on your account. If it doesn't yet, the chat shows Request User Sign In instead of the order buttons. Click it, pick the customer in the Find a Customer window, then convert.
- Customer chats from the portal collect under Service › Chat as General Chat Sessions.
Find the chat
Open Service › Chat. Each row shows the customer, the contact, the dispatcher and whether the chat is closed. Filter by customer, contact, dispatcher or status, or search by name. Unclaimed means no dispatcher has picked the chat up yet.
General Chat Sessions, filtered to one customer and contact.
Click the date link in the Chat column to open the thread. The date and time are shown in UTC.
Assign yourself to the chat
- On the Service Writer card above the thread, click Assign Users.
- In the Add User window, type your name in Search Employees and click your name.
- Click Confirm, then Yes, assign.
The chat options only appear once you are assigned to the chat.
Read the conversation and click Create Service Order
Under the thread, Chat Options lists Snooze 5 Minutes, End Chat, Create Service Order and Add to Service Order. Click Create Service Order.
Add to Service Order is greyed out. You can only start a new order from a chat.
Finish the new order
MetaFleet opens a new repair order with the company already set. The tracker at the top starts at 1/5.
- Vehicle: pick the customer's vehicle.
- Unit Location: type an address or drop a pin on the map.
- Service Area: check the area MetaFleet suggests.
- Service Type: select one or more types.
- Description of Issue: use the chat for context.
The new order, ready to submit. The company is already filled in.
When the tracker reads 5/5, click Submit Service Order. Then assign a technician as usual.
Check the conversation on the order
Open the order and click its Chat tab. The customer's messages are under Customer, so the technician and anyone reviewing the job can read what the customer said.
The original message on the new order's Chat tab.
The chat closes when you convert it. On the Chat list, the original chat now shows you as the dispatcher and is marked closed.
Troubleshooting
| Symptom | Likely cause | Fix |
|---|---|---|
| No Create Service Order button | You aren't assigned to the chat | On the Service Writer card, click Assign Users and add yourself. The options appear. |
| The chat shows Request User Sign In instead | The chat isn't attached to a customer | Click Request User Sign In, pick the customer in the Find a Customer window, then convert. |
| Add to Service Order is greyed out | That option isn't available | Click Create Service Order to start a new order. |
| Submit Service Order is greyed out | The tracker is below 5/5 | Fill the fields listed under Required fields: vehicle, unit location, service area, service type and description. |
FAQs
Does the chat history carry over?
Yes. The customer's messages appear on the new order's Chat tab, under Customer.
What happens to the original chat?
It closes. It stays in the Chat list with you as the dispatcher.
Why is the new order missing the vehicle and location?
The conversion brings the company, the contact and the conversation. You add the vehicle, location and service details.
Can I attach a chat to an existing order instead?
Not today. Add to Service Order is greyed out. Create a new order from the chat.