Why did a visit move?

The reasons a visit can change day, time or team member, and how to tell which one applies.

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What it is#

You find a visit on a different day, at a different time or with a different team member from where you last saw it, and you did not move it yourself.

The short answer: in automatic mode, a visit that is still pencilled in may be moved by the diary at any planning pass until it is confirmed. Confirmed, pinned and hand-placed visits never move by themselves. If one of those moved, it was moved by an act of yours, such as moving later visits to fit a job, dragging a break or accepting a one-visit move.

When to use it#

Use these checks when a visit is not where you expected, or when a customer or team member asks why a visit changed.

How to do it#

  1. Tap the visit on the diary and read its state line. Pencilled in (not confirmed) means the diary placed it and may still move it. Planning passes run every night, when something that affects the plan changes (a customer, a service, a team member's hours, leave, a crew or your settings), and when the day turns.
  2. Check your Notifications page for A customer's routine has moved. In automatic mode, when a customer's settled day is full in 2 or more of the next 4 weeks, the diary moves their routine to a day with room, and their pencilled visits follow.
  3. Look for the Off pattern marking in the key under the diary. A settled customer's visit is placed on another day or with another team member when their usual slot was full, closed, had no working hours that week, or the team member was on leave or leaving.
  4. Think back to your own recent acts on that day. Move later visits to fit pushes later visits back to make room for a one-off job. Dragging a break moves the visits after it later by the break's length. A slot that says Moves one visit. moves one other visit when you book it.
  5. If the visit shows the pin, it was placed by hand. Only you or someone using your account moves it.

What your customer sees#

A pencilled visit that moves is not emailed, because the customer has not been told about it yet. A confirmed visit that you move shows Email the customer the new date. If it is ticked, the customer gets an email with the new day and the morning or the afternoon. It never gives a clock time.

What happens next#

A pencilled visit keeps moving only until it reaches the confirm window. Once confirmed, it stays put. If the move affects today or tomorrow, the team member attending gets a change email.

Good to know#

  • To stop a visit moving, place it yourself or drag it to where you want it. That pins it.
  • Confirm visits ahead, in Settings under Customer emails, sets how many days before a visit it is confirmed and stops moving.
  • In self mode ("I place visits myself") the diary never moves anything. A visit only moves when you move it, or when you press Move it on the notice A settled day is full most weeks.
  • The notice for a visit placed off its settled pattern is off by default in Settings, Notifications. It reads "A visit in the next 13 weeks is placed off its settled pattern", with your own Weeks planned ahead in place of 13. Tick it to be told each time.

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