Mobile App

1. Overview

The ServiSuite mobile app is the field companion to ServiSuite’s office web app. It is built for people who work away from the desk — service technicians, sales reps and crew members — so they can run their day from a phone or tablet instead of paper tickets or the full web app.

From the app a field user can:

See the appointments assigned to them for the day and open each one.
Work a work order visit: review the call, bill labor, flat-rate work, materials, subcontract expenses and contract sales, fill out service forms, attach photos, take payment, and finish the visit with a signed invoice.
Work a sales (lead) visit: build and present proposals, and record which options the customer approves.
Work a job visit: record progress against a job.
Clock in and out on the time clock, and open the Employee Portal.
Look up past work orders and invoices, and (with permission) create a new work order or a new customer and site from the field.

The app is offline-first: each organization’s data lives in a local database on the device, so a technician can keep working with no signal and the app syncs the changes back to the office when a connection returns. See Key Concepts for how that works.

1.1 Platforms

ServiSuite runs on both iOS (iPhone and iPad) and Android phones and tablets. The app title in the stores and on the home screen is ServiSuite. It supports contactless Tap to Pay card payments on supported devices (covered under section 7).

1.2 How the mobile app relates to the office

Everything a technician does in the app flows back to the same records the office works with in the web app — the appointment, the work order, the customer, the invoice and the payment are the same records, not copies. A payment taken on the phone, a form filled in the field or a work order created on site all show up for the office once the device syncs.

2. Key Concepts

2.1 Appointment types

Every stop on a technician’s schedule is an appointment, and each appointment is one of these kinds:

Type	What it is	Opens as
Work Order	A service call against a work order.	In Appointment — see section 5
Lead	A sales visit against a lead. The app labels it Sales Visit.	Sales Visit — see section 11
Job	A visit against a job. The app labels it Job Visit.	Job Visit — see section 12
Scheduled Time Off	Time off that appears on the schedule.	Not openable — tapping it only lets you change its status.

Work order, lead and job visits are all customer visits — they have a customer and a site address. Scheduled time off has neither.

2.2 Appointment statuses

Each appointment carries a status (for example En Route, At Location, On Break, and your company’s finished/closed statuses). Statuses and their colors are configured by the office, and the app shows each appointment’s status as a colored chip. Work order appointments also show a second chip for the work order status.

The schedule treats a few statuses specially:

Appointments that are En Route, At Location or On Break — or that have reached your company’s pre-finished status — are treated as “in progress” and float to the top of the day’s list.
Once an appointment reaches a closed status (or its work order has been invoiced), it drops off the open list.

Changing status is covered with the work order flow in section 5.

2.3 Offline-first local data and sync

When you sign in and pick an organization, the app loads that organization’s data into a private database on your device. From then on the app reads and writes that local database first, so screens open and edits save even with no signal.

What syncs down. Refreshing your schedule pulls your settings and reference data (statuses, service types, flat rates, forms, catalog, and so on), the appointments assigned to you, your company logo, and the PDF templates your forms print on, so they are all available offline afterward.

What syncs up. Anything you create or change on the device — status changes, billing lines, filled forms, attachments, payments, time entries, created work orders — is queued locally and sent back to the office. Writes are batched (there is a short delay after your last change before a sync fires) so a burst of edits goes up together.

The sync status bar. A colored bar across the top tells you where your changes stand:

Bar	Meaning
You are offline. Changes will sync when connected. (gray)	No connection. Your work is saved locally and will sync later.
Syncing N change(s)… (blue)	The app is sending your queued changes now.
N change(s) pending sync (amber) — with Tap to sync	You have unsent changes. Tap the bar to send them now.
All changes synced (green)	Everything on the device has reached the office.

Refreshing while changes are pending. You cannot pull a fresh copy of the schedule while you still have unsent changes or a sync is running — the app shows Records need synced — unable to reload or Records currently syncing — unable to reload and syncs first. This protects your field edits from being overwritten by the office copy.

Conflicts. If the office changed the same record out from under you, the server rejects your stale write and the app shows the server’s message; your stale copy is removed from the device, and the office’s version comes back with your next schedule refresh. You do not lose other work — only the one conflicting change is dropped.

2.4 Documents generated on the device

The app builds its own PDFs on the device: service forms are filled onto their template PDFs, and proposals and invoices are rendered locally. Signatures are captured on screen (from the customer or technician) and baked into those documents when you finish a visit or complete a form. Because the documents are produced on the device, they are available even offline and sync up with the rest of your work. The detail lives in section 8, section 9 and section 11.

3. Signing In and Syncing

3.1 Signing in

Open ServiSuite. The sign-in screen shows Email and Password fields.
Enter your ServiSuite email and password and tap Log In. The app remembers your email and password on the device and fills them in the next time you open it.
If your sign-in is valid, the app loads your organizations (see below). If it is not, you see an Invalid Login message — check your email and password and try again.

3.2 Setting or resetting your password

If your account is new or your password has expired, signing in takes you straight to the Set New Password screen instead of your schedule.

Enter your new password in Set New Password, then type it again in Confirm New Password. The password must be at least 12 characters, and the two entries must match.
Tap Reset Password. On success you see Password Reset Successful and are returned to sign-in to log in with the new password.
Back to Sign In returns you to the login screen without changing anything.

3.3 Choosing your organization

After a valid sign-in the app needs to know which organization you are working in:

If your user belongs to one organization, the app selects it for you automatically.
If you belong to more than one, a Select Organization list appears. Tap the organization you want. Cancel signs you back out.
If your user is not assigned to any organization, the app tells you User not assigned to any organizations.

Picking an organization prepares that organization’s local database and drops you on the Home screen’s schedule. The first time, this is also when the app downloads the data it needs to work offline.

3.4 First sync and refreshing

Your schedule is where syncing happens. The app refreshes it automatically when you land on it, and you can refresh at any time by pulling down on the appointment list. A refresh first sends up any pending changes; once everything is synced, a refresh pulls down your current appointments and reference data. The footer of the schedule shows Last Updated: with the time of the last successful refresh (or Never). See Home and Your Schedule and section 2.3 for the sync status bar.

3.5 Signing out

Open the menu (the drawer from the Home screen) and tap Logout. This ends your session and returns you to the sign-in screen. If your session expires or is rejected by the server, the app signs you out automatically and sends you back to sign-in.

4. Home and Your Schedule

Home opens on your schedule (Appointments). Swipe in from the left edge, or tap the menu button, to open the navigation drawer. The top of the drawer shows your name and username. Below it are the places you can go. Which items appear depends on your permissions and your company’s settings:

Drawer item	What it opens	Shown when
Appointments	Your day’s schedule (below).	Always
Time Clock	Clock in and out — see Time Clock.	Your company has the mobile time clock turned on
Create Work Order	Create a work order from the field — see section 14.	You have Mobile App - Create Work Orders
Lookup Invoice	Search past work orders / invoices — see section 14.	Always
Lookup Customer/Site	Look up a customer or site’s history — see section 14.	You have Mobile App - Lookup Customer/Site
Tech History	Your completed visits — see section 14.	Always
Employee Portal	Your employee self-service portal — see Employee Portal.	Always
Check for Updates	Checks for a new version of the app. If none, shows There is no update available at this time.	Always
Logout	Signs you out.	Always

4.2 Your schedule (Appointments)

The Appointments screen is the list of visits you need to work. Each visit is a card. The card shows:

The Appointment ID, the status chip (and, for work orders, the work order status chip).
The time and date of the visit and its duration in minutes.
The site address and customer, and two lines describing the visit — for a work order, the service type and the issue; for a sales visit, the lead type and the lead stage; for a job visit, the project name and the job number.

Below the list, a footer shows Last Updated: (the last refresh time), the total calls for the day, and how many are currently open. When there is nothing to do you see No open appointments found for that date.

Which appointments you see. The list shows your open visits for the selected day (closed and already-invoiced visits drop off). What you see beyond that depends on permission:

With Mobile App - View Full Day, you see every one of the day’s visits.
Without it, you see your first visit plus any other visits at that same site — so you can finish everything at one stop, but the rest of the day stays hidden until you work through it.

In-progress visits (En Route, At Location, On Break, or pre-finished) sort to the top.

4.3 Search and other days

Two buttons may appear in the top-right of the schedule, depending on permission:

Search (magnifying glass) — opens appointment search, so you can pull up a visit that is not on today’s list. Shown with Mobile App - View Any Appointment.
Calendar — opens a date picker so you can view another day’s schedule. Shown with Mobile App - View Future Days. Pick a date and tap Done (iOS) to load that day.

4.4 Opening an appointment

Tap a card to open the visit:

A work order opens the In Appointment workspace (section 5).
A sales visit opens Sales Visit (section 11).
A job visit opens Job Visit (section 12).
If the visit is already at your company’s pre-finished status (its documents are signed), tapping it goes straight to the completion step.
Scheduled time off cannot be opened; tapping it only offers to change its status.

Inside any visit, a home button in the top-right of the header jumps you back out to the top of that visit.

4.5 Getting directions

Where a screen offers directions to a site, the app shows an Open with chooser listing the map apps installed on your device — Apple Maps, Google Maps, Waze and Open in Browser. Tap one to launch directions to the site.

4.6 The action dashboard

Inside a visit, the actions you can take (billing, forms, payment, catalog, and so on) are presented as a grid of large buttons — the action dashboard. The specific buttons depend on the kind of visit and are described in their own sections (section 5 onward).

5. Work Order Appointments

When you open a work order visit from your schedule (see 4. Home and Your Schedule), you land in the visit workspace with a bottom tab bar: Information, Forms, Billing, Proposals, Payments, and Finish. A back button at the top left labelled Appointments returns you to your list. Once you finish and sign the paperwork on the Finish tab, every tab except Finish is locked so you can’t change the visit after it’s signed.

This section covers the Information tab — where you read the work order, set your status, and record your notes and solution. Billing, Payments, Forms, and Finish each have their own sections below. The Proposals tab works the same as on a sales visit — see The Proposals tab and the sections after it — except that a proposal written on a work order visit isn’t tied to a lead.

5.1 The Information tab

The Information tab shows, from top to bottom:

Quick Actions — a grid of Change Status, Map (opens turn-by-turn directions to the site), and Last Visit (jumps to the most recent prior appointment at this site).
Change Appointment Status — the quick status grid (see 5.2).
Customer Information — name, customer ID, home and cell phone (tap a phone number to call), address, status, and notes.
Service Location — the site name and ID, address, phones, whether this is a Contract Customer (a Yes/No badge), the service location, and site notes. This card also has Internal Notes and Attachments buttons (see 5.6 and 8. Forms, Photos and Attachments).
Work Order Details — see 5.4.
Appointment — the scheduled time, duration, who it’s assigned to, current status, and the editable Solution and Internal Notes fields (see 5.3).
A map of the site, and an expandable history list for the site: Appointments, Contacts, Equipment, Systems, Proposals, Service Contracts, Special Pricing, and Work Orders.

A clock button in the top right of the Information tab opens the Time Clock for this appointment.

5.2 Setting your status

The Change Appointment Status card shows four tappable tiles. Tap one to set your status for this visit:

Status	When you tap it
En Route	You’re on the way to the site
At Location	You’ve arrived
On Break	You’ve paused work
Needs Rescheduled	The visit can’t be completed and must be rescheduled

The tile for your current status is highlighted and shown in bold. Tiles are disabled while a change is saving, and a quick double-tap can’t fire two changes at once.

For more statuses than the four tiles, use Change Status under Quick Actions. That opens a Change Appointment Status dialog with a dropdown of every status; pick one and tap Save, or Close to cancel.

5.3 Solution and internal notes

Two fields on the Information tab are tappable to edit:

Solution — tap the Solution title to open the Change Appointment Solution dialog. Type your write-up, then Save (or Close). The Polish Wording button (a sparkles icon) cleans up your wording using AI; your solution must be between 25 and 2,500 characters to use it. Polishing shows an Old Solution vs Polished Solution comparison — tap Replace w/ Polished to accept, or Keep Old to keep what you wrote. The Solution can also be edited from the Solution action on the Billing tab’s add menu.
Internal Notes — tap the Internal Notes title to open the Change Internal Notes dialog. The label reads Internal Notes (not shown on invoice), so use it for notes the customer won’t see. Save to keep them.

5.4 Work order details and the full work order

The Work Order Details card on the Information tab summarizes the work order: status, service type, service contract, whether it’s a contract checkup, the linked work order, requested date, job, salesman, proposal, and the Issue and Notes. Tap View to open the full work order (5.5).

Changing the linked work order. Tap the Linked Work Order or Linked Work Order Reason field (both shown in brand colour) to open Change Linked Work Order. Pick a Linked Work Order from the other work orders at this site, and — if you link one — a required Linked Work Order Reason. Clearing the linked work order clears the reason. Save to apply.

5.5 Viewing the full work order

View Work Order opens a read-only work order screen showing the ID, status, service type, linked work order and reason, salesman, invoice number, every requested/assigned/completed/invoiced date, service contract, job, proposal, lead, third-party customer, invoicing user, cancellation flag and reason, and the Notes and Issue. Below that:

Billing Details — material, labor, other, subtotal, discount, additional charge, tax, and total sale amounts.
Appointments — every visit on the work order.
Line Items — all billed line items.
Attachments — files on the work order, with an Email to Customer option (see 8. Forms, Photos and Attachments).

Two buttons at the top: Internal Notes (5.6) and View Forms (which downloads and opens the work order’s combined form PDF — see 8. Forms, Photos and Attachments). If there are no forms yet, you’ll see No forms found for this work order.

5.6 Internal notes across visits

The Internal Notes button (on the Service Location card or the full work order) opens a notes history. The header reads Internal Notes for a single work order, or Site Internal Notes when opened for the whole site, and shows Not shown on invoice underneath.

Each entry lists the visit date, the tech, and the note. By default only visits that actually have a note are shown; tap Show All Visits to include empty ones, then Hide Empty to collapse them again. View Appointment opens that visit’s read-only summary, and in site mode View Work Order opens its work order.

6. Billing a Work Order

The Billing tab is where you build what the customer is charged. It lists the line items you’ve added, a running totals block, and a grand Total at the bottom. A floating + button in the bottom right opens the add menu.

6.1 Adding charges

Tap + to open the action menu. The options are:

Action	What it adds
Flat Rate	A flat-rate (book-priced) task
Material	A product/part from your inventory catalog
Labor Sell	Billable labor hours at a service labor rate
Quoted Sale	A free-form quoted line (your own description and price)
Contract Sale	Sale of a service contract
Subs	A subcontractor expense
Dynamic Charge	A configured add-on charge (e.g. a fuel or trip charge)
Discount	An appointment-wide discount
Add Diagnostic	A diagnostic flat-rate charge
Product Catalog	Browse the product catalog and add an item (and its add-ons)
Equipment	Add or edit site equipment (see 10. Equipment, Systems and Service Contracts)
Solution	Edit the appointment solution (see 5.3)
Attachment	Add a photo or file (see 8. Forms, Photos and Attachments)
Time Clock	Open the Time Clock for this visit

Each line item on the list shows a coloured type chip (Material, Flat Rate, Labor, Quote, Contract Sale, Subcontract Expense, Dynamic Charge), its description, the total sell price, and details like cost center, equipment, quantity, unit sell and discount. Swipe a line item to reveal Edit and Delete. Deleting most items asks you to confirm.

6.2 Flat rates

Choosing Flat Rate opens a search screen (Add Flat Rate) split into the catalog on one side and your Existing Flat Rates on the other. Search by ID, description, notes, tech description, or category. Tap a flat rate to open the Add Flat Rate - [ID] dialog, which shows the current vs new quantity, standard amount, computed discount, and net amount, plus:

Cost Center (required) and Equipment Item (with a wrench button to add/edit equipment)
A Quantity stepper
Checkboxes: Primary, Preferred, After Hours, Warranty

The app picks whether a flat rate is Primary automatically (the most expensive flat rate becomes primary); checking Primary yourself overrides that, and a Recompute Primary button appears to hand control back. On the Add Flat Rate screen, Recompute Primary reappears if any flat rate’s primary was overridden. Save to add.

On a saved flat-rate line you can tap the chips directly to toggle Primary/Additional, Preferred/Not Preferred, After Hours/Standard Hours, and Warranty/Non-Warranty without reopening the editor.

6.3 Materials

Material opens Add Material Expense with a searchable catalog and your Existing Materials. Search by ID, description, type, stock code, or category. A scan button in the header lets you scan a product barcode with the camera; if one barcode matches several products you pick from Select Matching Product. A + on the catalog card adds a custom-priced material line (only when your office has configured a custom material product).

Tapping a product opens the material editor. On a saved material line, tap the chips to toggle Truck Stock / Non-Truck Stock, Warranty / Non-Warranty, and Taxable / Non-Taxable. Each line shows cost center, equipment, category, quantity, unit sell and discount.

6.4 Labor, quotes, subs, contract sales and dynamic charges

Labor Sell opens Add Labor Sell (Edit Labor Sell when editing). Pick a Cost Center, optional Equipment Item, a Quantity (hours), and a Labor Rate; the dialog shows standard amount, computed discount and net amount. If you type a Discount Amount by hand it’s treated as an override — Recompute Discount restores the automatic value.
Quoted Sale opens Add/Edit Quoted Sale: cost center, equipment, a Description, Quantity, Unit Sell, and Discount Amount, with extended and total sell shown live.
Subs adds a subcontractor expense (shows cost center, unit cost, extended cost, quantity, unit sell, discount).
Contract Sale sells a service contract type as a line item.
Dynamic Charge opens Add Dynamic Charge, a list of configured charges (each shows its service type or All Service Types and whether it’s Active by Default). Tap one to add it. Some dynamic charges are added automatically when you open the Billing tab.

6.5 Discounts

Discount opens Manage Discount. It shows the current discount code, percent, and amount, then lets you choose a Discount Code (which fills percent/amount for you), or type a Discount Percent or Discount Amount by hand. Entering a code locks the manual fields; entering a percent locks the amount. Save applies the discount to the whole appointment.

6.6 Product catalog

Product Catalog opens a browsable, searchable catalog (Product Catalog, search box Search Product Catalog) with images, organized by category. Selecting an item opens an Add to Order dialog where you choose the Cost Center, optional Equipment Item, and Quantity, and tick any Add-ons (each with its own quantity). Tap Add to Appointment to add the item and its selected add-ons as the right kind of line (flat rate, material, or contract sale). The same catalog can add items to a proposal, where it instead asks for a Proposal Option and the button reads Add to Proposal.

6.7 Diagnostics

Add Diagnostic opens Add Diagnostic Charge, a list of your diagnostic flat rates with the configured Primary diagnostic marked. Tap one to open the flat-rate editor (same fields as 6.2) and Save.

6.8 Totals and prices

The totals block shows Material, Labor, Flat Rate, Contract Sale, Quote and Dynamic Charge totals, total extended sell, line-item and appointment discounts, and Sales Tax, ending in the grand Total. Line items show their Unit Sell and Discount Amount; subcontractor and quoted lines also show Unit Cost and Extended Cost.

7. Taking Payment

The Payments tab is headed Record Payment Transactions. Each payment is a numbered Transaction card. Tap Add Transaction to add one; swipe-free Remove deletes an unprocessed one.

At the bottom, a totals block (the same figures as Billing) ends with Total Amount and Remaining Amount. Remaining shows red when money is still owed, orange if you’ve over-collected, and green when it’s exactly covered. Sync Remaining Amount on a transaction fills its amount with what’s left to collect.

7.1 Payment methods

Each transaction has a Payment Method dropdown, an Amount, a reference field whose label changes with the method, and Notes:

Method	Reference field label
Billable	Authorization Number
Cash	Receipt Number
Check	Check Number
Credit Card	Transaction ID
Prepayment	Information
No Payment	Reference Number
Third Party	Customer Information

Every method except No Payment and Prepayment requires an amount greater than zero.

7.2 Card payments and Tap to Pay

When the method is Credit Card and the transaction hasn’t been processed yet, you get a Process Credit Card Payment button. On devices that support it (and when the office has Tap to Pay set up), a toggle appears to switch between Saved / Manual Card and Tap to Pay:

Enter the amount (or tap Sync Remaining Amount).
Choose Saved / Manual Card or Tap to Pay.
Tap Process Credit Card Payment (or Process Tap to Pay).
For a saved/manual card, the Stripe payment sheet opens — enter or pick the card and confirm.
For Tap to Pay, follow the on-screen prompts and hold the customer’s contactless card, phone, or watch flat against the back of your device near the top until you see the confirmation. (On iPhone, the first time, a How to accept Tap to Pay tutorial explains this.)
On success you’ll see Payment processed successfully and the transaction is marked Payment Processed.

A processed card transaction is locked — its method, amount, reference, and notes can no longer be edited or removed, and the transaction ID is filled in for you.

7.3 How a payment appears in the office

A card or Tap to Pay payment posts straight away as a cash receipt against the work order’s invoice, applied to Accounts Receivable, so the office sees the money received as soon as it clears. Cash, check, and the other methods are recorded as payment transactions on the appointment and sync to the office with the rest of the visit. All transactions are reconciled against the work order total when you finish the visit (see 9. Finishing a Work Order Visit).

8. Forms, Photos and Attachments

8.1 The Forms tab

The Forms tab lists the forms on the visit. Any forms your office requires for the work order’s service type are added for you when you open the tab; the floating action button’s Add Form opens Add Appointment Form, where you pick a Form Template and are taken straight into filling it. You can drag a form card to reorder, and swipe a card to Delete (a required service-type form can’t be deleted if it’s the only one of its kind).

Each form card shows the template name, a form-type chip (AcroForm or Checklist), a progress readout (filled / total fields and a percent), and a status icon. When the template enforces required fields, the icon is green (valid) or red (incomplete); otherwise it’s a neutral document icon. A Signed chip appears once the form is signed, and a ⚠ Signature required note shows when a signature is still needed.

8.2 Filling out a form

Tapping a form card opens the fill-out screen. A status chip at the top reads Optional, Valid, or Invalid, plus chips for the form type, Signature Required, and Required Fields Enforced where they apply. Required fields are marked with *.

Autosave. Your answers save automatically as you type (a moment after you stop), when you leave the screen, and when the app goes to the background. A line at the bottom tells you the state: Saving…, All changes saved, or Couldn’t save. Tap Done or keep editing to retry. Done saves and leaves the screen; if a save fails, Done keeps you on the screen so you can retry.

Numeric fields keep what’s shown and what’s saved in step (a stray decimal point or extra digits are dropped). Dates save as year-month-day and times as hours and minutes.

8.3 Reviewing a filled form

On the read-only View Appointment screen, the Work Order Forms card (shown when the appointment has a work order) lists each form with its name, a Signed chip, and the form-type chip. Tapping one opens Form Data — a read-only view of just the answered fields (blank fields are skipped). If nothing’s been entered you’ll see No data has been entered for this form.

To see the finished PDF, use View Forms on the work order or appointment summary; it downloads the combined form PDF and opens a viewer where you can pinch to zoom, pan, double-tap to reset, and page through.

8.4 Signatures

Signatures are captured on the Finish tab (see 9. Finishing a Work Order Visit), not on individual forms. The signing dialog (Please sign below) lists everything under Documents to Sign — forms, the invoice, and any proposals. Documents that require a signature are pre-ticked and can’t be unticked; others you can include or leave out. Sign in the box (on a phone the dialog rotates to landscape for more room), use Clear Signature to redo it, then tap Sign [N] Documents. The signature is stamped onto each selected document.

8.5 Photos and attachments

Attachment (from the Billing add menu, the Lead/Job visit add button, or the Add Attachments screen) lets you attach files to the visit. The floating action button offers:

Take Picture — open the camera (you can take several, up to 10)
Camera Gallery — pick from your photo library (up to 10)
File — pick documents from your device

Attachments appear in a grid; existing ones can be deleted. Files you add are queued and uploaded to the office when you have a connection.

Site attachments. The Attachments button on the Information tab’s Service Location card opens View All Attachments — every attachment across the whole site, newest first, each with a link to its work order.

Attachment views elsewhere. The full work order, equipment, system, and service-contract screens each have an Attachments section showing that record’s files (see 10. Equipment, Systems and Service Contracts).

8.6 Emailing attachments to the customer

Where attachments can be emailed (for example on the full work order), an Email to Customer button starts a selection: tick the attachments you want (only already-synced attachments can be emailed), use Select All/Deselect All, then Send to open Email to Customer. There you pick recipients from the customer’s email addresses, or tick New Email to type one (with an optional Save to customer contacts), set the Subject and Body, and tap Send. You’ll see Email queued to send — the email goes out from the office when the request syncs.

9. Finishing a Work Order Visit

The Finish tab is the last step. It generates the visit’s documents on your device, has you (and the customer) sign them, and then completes the appointment.

9.1 What’s generated on the device

When you open Finish, the app builds the work order Invoice PDF plus any form and proposal PDFs, right on the device. A toggle at the top, Include Invoice, lets you drop the invoice from the set. If there are no documents you’ll see No PDF forms found.

9.2 Signing

Tap the signature button (bottom right). The app first checks the visit is ready to finish and, if not, tells you what’s missing:

all required forms for the service type are present,
every form is valid,
there’s at least one payment transaction,
every transaction is valid, and
enough has been collected to cover the total.

(On a lead or job visit there’s no service type or billing, so only the forms need to be complete.)

When the check passes, the Please sign below dialog opens (see 8.4). After signing, the signed forms and invoice are saved on the device, the appointment moves to your office’s pre-finished status, and a green check button appears.

9.3 Completing the appointment

Tap the green check to open Complete Appointment:

Section	What you set
Work Order Status	Optionally set a new work order status (only tech-usable statuses are listed)
Finish Status	Required — the closing appointment status
Notifications	Notify Office, Notify Parts Department, Notify Sales Department, with a message if any are ticked
Printing	Print Forms to Office
Invoice	Include Work Order Invoice
Review	Send Review (requests a customer review)
Email Customer	Toggle on to email the customer; tick their addresses or add a New Email, and optionally Include Attachments (with Select All/Deselect All)

The email toggle is disabled if the service type is set to block email from the mobile app. Tap Confirm (enabled once the finish status and, if emailing, at least one recipient are set). The visit is marked completed with the completion time and duration, the finish status is applied, and a finish command is queued to the office.

9.4 What syncs and what the office sees

Finishing records the completed date/time and duration on the appointment and queues the completion — the chosen statuses, notifications, print-to-office request, review request, and the customer email with any attachments — to run in the office when your device syncs. The signed form PDF and the work order invoice PDF are uploaded separately as part of the same sync. After confirming you’re returned to your schedule.

10. Equipment, Systems and Service Contracts

The site’s equipment, systems, and service contracts appear in the expandable history on the Information tab (5.1) and are reachable throughout the app.

10.1 Viewing equipment

Tapping an equipment item opens Equipment Item, a read-only view showing the description, model and serial number, manufacturer, whether it was purchased from you, in-service/installation/last-maintenance/last-service dates, labor and parts warranty expiration dates, equipment type, location, and the Is In Attic / Is Difficult To Access flags. A Decommissioned chip shows when the item is retired. Below are the item’s linked Work Orders, Materials, Contracts, and Attachments. View System (top right) opens the system this item belongs to.

10.2 Adding or editing equipment

The Equipment action (on the Billing add menu or a Lead/Job visit’s add button) opens Manage Equipment, a three-step wizard — Equipment, System, Review:

Equipment — pick an Existing Equipment item to edit, or fill in a new one: type, serialized product, model and serial number, manufacturer, location, the date fields, a description and notes, and the Is Difficult To Access / In Attic / Is Purchased From Us / Decommissioned checkboxes. A model number is required to save.
System — attach the item to an existing Equipment System or name a new one, and optionally tick other equipment at the site to link into the same system.
Review — confirm whether you’re creating or editing the equipment and system, then Save.

Scan Placard (a sparkles button) lets you photograph the equipment’s data plate; the app reads the model, serial, manufacturer, description, and dates off it and fills the form, matching an existing item when it can. Tick Save placard photo to also attach the photo. You’ll see Equipment created/modified successfully on save.

10.3 Systems

Tapping a system opens System, showing its name and description and an Active or Decommissioned chip, followed by all equipment in the system. Decommission retires the system and every item in it at once; the button then reads Reactivate to bring them back.

10.4 Service contracts

Tapping a service contract opens Service Contract, a read-only view with an Active/Inactive chip and the contract ID, type, cancellation reason, effective/expiration/original dates, next and last checkup dates, cancellation date, and notes. Below are the contract’s Options, Checkups (each with its date, work order, and whether it’s complete — tap one to open its work order), linked Equipment, Work Orders, and Attachments.

11. Lead Appointments and Proposals

A sales visit is an appointment whose type is a lead. When you open one from your schedule (see Home and Your Schedule), the app opens the Sales Visit screen instead of the work-order screen. A sales visit has no billing and nothing to invoice — its job is to look over the lead with the customer, write one or more proposals, fill any forms, and finish with a signature and an outcome.

The Sales Visit screen has five tabs along the bottom:

Tab	Icon	What it is
Information	Info	The visit’s home: quick actions, status, customer, service location, the lead’s details, the appointment, a map, and the site’s history.
Lead	Handshake	The lead itself, editable in the field.
Proposals	File-pen	Proposals written against this lead.
Forms	File	The visit’s forms, photos and attachments (see Forms, Photos and Attachments).
Finish	Flag	Review documents, collect the signature, and close the visit.

11.1 The Information tab (sales visit)

The Information tab is the shared visit home. At the top, Quick Actions offers Change Status, Map (opens turn-by-turn directions to the site), and Last Visit (opens the previous appointment at this site, or tells you “Cannot find a prior visit”). Below that, a Change Appointment Status card gives you four one-tap buttons — En Route, At Location, On Break and Needs Rescheduled — and the current status is shown in bold. There is also a full Change Appointment Status dialog (from the Change Status quick action) where you can pick any status from a list.

Further down you’ll find the Customer Information, Service Location and Lead Details cards, the Appointment card (scheduled time, duration, who it’s assigned to, status), a map, and an expandable site history list (Appointments, Contacts, Equipment, Systems, Proposals, Service Contracts, Special Pricing, Work Orders). Tapping a proposal in that history opens it read-only in View Proposal.

The Lead Details card shows the lead’s Stage, Lead Type, Source, Do Not Disturb, Quality Grade, Potential Value, Proposal Value, primary Contact (with a tappable phone number) and Notes.

A clock button in the screen header opens the Time Clock (see Time Clock and Employee Portal).

Lead visit status and time

Changing a sales visit’s status works the same way everywhere (the status card, the quick action, or the Finish step). If your office links service labor to the time clock, moving the visit to En Route or At Location can start a time-clock entry for the visit, and finishing the visit (a closed status) closes that entry. Unlike a job visit, a sales visit never asks you to pick a job cost category. See Time Clock and Employee Portal for how these entries show up.

11.2 The Lead tab — editing the lead

The Lead tab shows a read-only Lead card (ID, Lead Type, Created date, Customer, Converted?) and an Update Lead form you can edit on site:

Field	Description
Stage	The lead’s pipeline stage (required).
Quality Grade	A, B, C, D or F (required).
Source	Where the lead came from.
Potential Value	Estimated dollar value, with a `$` prefix.
Do Not Disturb	A switch.
Notes	Free text.

Tap Save Lead to save. A “Lead saved” message confirms it. Edits are saved on the device immediately and queued to sync to the office; the stage change is recorded in the lead’s CRM history. In the office these lead fields and the stage history appear on the lead — see Leads.

11.3 The Proposals tab

The Proposals tab lists every proposal written on this visit. Each card shows the proposal’s ID, a status chip, the revision number (an Outdated chip marks a proposal that isn’t the latest revision), the customer and site, a Progressive or Additive type chip with the template name, and the Total Amount. Swipe a proposal to reveal Delete. Tap a proposal to open Manage Proposal. If there are none yet, the tab shows “No proposals found — Create your first proposal to get started.”

Creating a proposal from a template

Tap the floating + (Create Proposal) button to open the Select Proposal Template dialog.

Pick a Cost Center (required) and, optionally, an Equipment Item. These are applied to the proposal’s line items.
Choose a template. Templates are grouped as Progressive (“Good, Better, Best options”) and Additive (“Build custom package from options”). If the office has no work-order proposal templates, you’ll see “No work order proposal templates found.”
Tapping a template builds the proposal and closes the dialog.

A proposal written on a sales visit is tied to that lead, so it feeds the lead’s Proposal Value and shows up in the CRM pipeline against the lead. For how the office uses templates and the additive vs. progressive distinction, see Proposal Templates.

11.4 Manage Proposal

Manage Proposal is where you build out a proposal. The header card shows the ID, status, revision, template name, type chip, a Static Pricing chip when the proposal’s pricing is frozen, customer, location, and a tappable Description (opens a “Change Proposal Description” editor).

The Options section lists the proposal’s options. Each option card shows its name (with the template option’s color dot), an Approved chip when approved, the per-option Labor / Material / Other / Subtotal / Total amounts, and Workers Required.

Add Option (button in the Options header, or the equivalent Add Option from Template dialog) lets you add an option from the template — pick a Cost Center (required) and optional Equipment Item, then choose a template option that hasn’t been added yet, or tap Blank Option to add an empty one.
Swipe an option to reveal Approve / Unapprove and Delete.
Tap an option to open Manage Proposal Option.

At the bottom, Approved Option Totals rolls up the approved options (Material, Labor, Other, Subtotal, Dynamic Charges, Percent/Amount discount, Tax) into the Approved Total. Only approved options count toward the proposal total.

11.5 Manage Proposal Option — line items

Opening an option shows its line items and running totals. Tap Edit Option to change the option’s Name, Description, Workers Required and Is Approved flag.

The floating + button opens an action list to add a line item. The line-item kinds (also shown as colored chips in the list) are:

Action	What it adds
Material	A product/part, with quantity, unit sell and discount.
Flat Rate	A flat-rate task (with Primary / Preferred / After Hours / Warranty toggles).
Labor Sell	Sold labor.
Quoted Sale	A quoted line with unit cost / unit sell.
Contract Sale	A service-contract sale.
Dynamic Charge	A calculated charge.
Discount	A discount applied to the whole proposal.
Product Catalog	Browse the catalog to add a product.
Equipment	Create or edit site equipment.

Each line item can be swiped for Edit / Delete (some, like Dynamic Charge, only Delete). The card at the bottom totals the option (Material, Labor, Flat Rate, Contract Sale, Quote, Dynamic Charges, Total Extended Sell, Line Item Discounts) and the option Total. These line items are the same building blocks the office documents under Line Item Detail.

11.6 Viewing a proposal (read-only)

View Proposal and View Proposal Option show the same information read-only (reached from the site history on the Information tab). You can’t change the proposal from these screens — to approve, unapprove or delete an option, open the proposal from the Proposals tab (11.4). View Proposal includes an Attachments card for files attached to the proposal. The office’s read-only view is described under Viewing a Proposal.

11.7 Presenting, signing and how it reaches the office

There is no separate “present to customer” screen — you show the proposal on the device (the View screens are the read-only face of it) and record the customer’s choice by approving the option(s) they want (swipe Approve). Approved options drive the proposal total.

The proposal’s PDF is produced on the Finish tab. When you open Finish, the app builds a PDF for each proposal on the visit that has at least one option, alongside the visit’s form PDFs. In the Please sign below dialog you’ll see a Documents to Sign list: forms that require a signature are pre-checked and locked, and each proposal PDF appears as an optional item you can check so the customer signs it too. The customer signs once on the signature pad, and the signature is stamped onto every selected document (for a proposal it lands on the signature block at the bottom of its last page). See 11.8 for the full finish flow.

How it reaches the office:

The proposal itself syncs to the office as a CRM proposal (offline-first — edits queue on the device and upload when you have a connection). Because it carries the lead, it attaches to that lead and feeds the lead’s proposal value and pipeline. The office opens and edits it under Proposals.
The signed PDF uploads to the office and attaches to the appointment.

11.8 The Finish tab

The Finish tab closes a sales visit (the Job visit uses the same tab — see Job Appointments).

The app assembles the visit’s documents: its filled form PDFs plus a PDF for each proposal with options. While it works it shows “Preparing documents…”.
If there are documents, they open in a viewer. Tap the Signature button, choose which documents to sign in the Please sign below dialog, have the customer sign, and tap Sign n Document(s).
Signing stamps and flattens the documents and queues the signed PDF to upload to the office (keyed to this appointment). The appointment moves to the office’s pre-finished status.
Tap the check button that appears to open Complete Sales Visit. Pick a Finish Status (a closed status — required) and fill in the Visit Outcome, then tap Confirm. “Visit finished” confirms it and returns you to Home.

If the visit has nothing to sign (no forms and no proposal PDFs), Finish shows “There is nothing to sign on this visit” with a Finish Visit button that goes straight to Complete Sales Visit — but only once every form on the Forms tab is complete, otherwise you’re told to finish the forms first. If the documents fail to build, you’ll see “Could not prepare the documents” and a Try Again button; the visit can’t be finished until they load.

12. Job Appointments

A job visit is an appointment whose type is a job. Opening one from your schedule (see Home and Your Schedule) opens the Job Visit screen. A job visit is the simplest of the three visit types: it has the shared visit home, the visit’s forms, and the same sign-then-finish close — but no proposals and no billing.

The Job Visit screen has three tabs:

Tab	Icon	What it is
Information	Info	The visit’s home: quick actions, status, customer, service location, the job’s details, the appointment, a map, and the site’s history.
Forms	File	The visit’s forms, photos and attachments (see Forms, Photos and Attachments).
Finish	Flag	Review documents, collect the signature, and close the visit.

12.1 The Information tab (job visit)

The Information tab is the same shared visit home described in 11.1: Quick Actions (Change Status, Map, Last Visit), the Change Appointment Status card (En Route, At Location, On Break, Needs Rescheduled), customer, service location, appointment, map, and the site history, plus a clock button in the header that opens the Time Clock.

The one difference is the Job Details card, which shows the job’s ID, Project, Job Type, Status (an Open / Closed chip), Start and End dates, Customer PO and Notes.

The floating + button adds an Attachment to the job, or Equipment for the site.

12.2 What a tech does on a job visit

On a job visit you:

Record work performed. Tap the Solution field on the Information tab’s Appointment card to edit it, or enter it as Work Performed at the Finish step (see below).
Fill forms and take photos. Use the Forms tab — see Forms, Photos and Attachments.
Track your time against the job. Changing status and the time clock record your labor (below).

12.3 Time on a job visit and the job cost category

Job-visit labor is recorded through the time clock, tagged to the job. When you move a job visit to En Route or At Location and your office links service labor to the time clock, the app clocks you in to the job. Because a job visit must know which part of the job the time is for, it first shows a Clock In to Job dialog asking “Which job cost category is this time for?” — pick a Job Cost Category and tap Clock In. (This prompt only appears when the status would actually open a new entry and you aren’t already clocked in on this visit; cancelling it leaves the status unchanged.)

The same job cost category is also asked for on the Time Clock’s clock-in form for job time — see Time Clock and Employee Portal. Finishing the visit with a closed status closes the open entry.

12.4 Finishing a job visit

The Finish tab works exactly as it does for a sales visit (11.8): the app assembles the visit’s form PDFs, you collect the customer’s signature in the Please sign below dialog, the signed PDF uploads and attaches to the appointment, and then Complete Job Visit asks for a Finish Status (a closed status) and Work Performed. A job visit has no proposals to add to the document set. If there are no documents to sign, you get a Finish Visit button straight to completion (once all forms are complete).

12.5 How a job visit reaches Job Costing in the office

Labor. The time-clock entry opened on a job visit carries the job and the job cost category you picked, so once it closes and syncs it becomes recorded labor against that job. In the office this appears as the job’s actual labor cost under Jobs and on the job’s Actual vs Est Tab.
Work performed and documents. The outcome you record becomes the appointment’s solution, and the signed form PDFs upload and attach to the appointment.

13. Time Clock and Employee Portal

13.1 Time Clock

If your company has the mobile time clock turned on, a Time Clock item appears in the drawer under Appointments. The Time Clock can also be opened from the clock button on any visit’s Information tab. The screen has a live clock at the top, a daily summary, and your list of time entries.

Clocking in and out

Tap Clock In. The app records your location when you clock in, so location permission must be enabled — if it is off you see Location permissions must be enabled to use time clock.
While you are on the clock, the header shows a CLOCKED IN chip and Since the time you clocked in.
Tap Clock Out to end the shift. Your open entry closes and its hours are totaled.

The daily summary

A card shows Hours Today, Hours Last 7 Days, Hours Last 30 Days and your total number of Entries.

Time entries list

Each entry card shows its entry type (for example Regular Time), any linked WO: work order or Job: job and Category:, the duration (an open entry reads In Progress), and a Complete or Incomplete chip. It also lists Time On, Time Off, Hours, Rate and Amount.

Swipe an entry to reveal Edit (only available on entry types your company allows editing for).

Adding or editing an entry by hand

Tap the + floating button and choose New Entry (or Clock Out with no open entry, or Edit a swipeable entry) to open Create Time Entry / Edit Time Entry:

Field	Description
Entry Type	The kind of time (required). The list is limited to the types valid for this action.
Appointment / Work Order / Job	Link the entry to a visit, work order or job. These become available only when the chosen entry type is linked to a work order or a job.
Job Cost Category	The job cost category, available for job-linked types.
Date, Date On, Date Off	The entry’s date and the start/end dates.
Time On, Time Off	Start and end times (for time-based types).
Hours, Rate, Amount	Hours and money. Hours (or Amount, for amount-based types) can be entered; Rate is set from your pay and the entry type and is not editable.
Notes	Free-text notes.

Tap Create / Update to save (location permission is required), or Cancel to discard. You see Entry created successfully / Entry updated successfully on success.

13.2 Employee Portal

The Employee Portal drawer item opens your ServiSuite employee self-service portal inside the app. It loads your company’s portal using a one-time secure token, so you do not sign in again. While it loads you see Loading Employee Portal…; if it cannot load, you see Failed to load employee portal with a Retry button.

14. Other Tools

These tools live in the Home drawer (except Product Catalog, which opens from inside a visit).

14.1 Lookup Invoice

Open Lookup Invoice to find a past work order or invoice.

Type into Search for Work Order/Invoice and search (the filter button runs the search; the X clears it).
The screen shows a result count (N Result(s)) and a card per match. No invoices found / Try adjusting your search criteria means nothing matched.
Tap a result to download the full work order and open it in the work-order view.

This search queries the office, so it needs a connection.

14.2 Lookup Customer/Site

Lookup Customer/Site (shown only with Mobile App - Lookup Customer/Site) shows a customer or site’s work order history.

On the empty screen (Look up a customer or site), tap Choose Customer/Site and pick a customer and site in the search picker.
The screen then shows the selected customer/site, a Change button, and a scope toggle: This Site or All Sites (the whole customer across every site).
Use Filter work orders to narrow the list within the selection. The count reads N Work Order(s). No work orders found appears when nothing matches — it suggests switching to All Sites or adjusting your filter.
Tap a work order to download it and open the work-order view.

This also queries the office, so it needs a connection.

14.3 Create Work Order

Create Work Order (shown only with Mobile App - Create Work Orders) quick-creates a work order and its first appointment from the field.

Under Customer Information, tap Select Customer/Site and choose the customer and site. If the customer is overdue, a Customer Delinquency Warning appears with the Total Overdue, Oldest Overdue days and Payment Terms.
Under Work Order Details, choose a Service Type (which fills in a default status, appointment status and duration), confirm the Status, and enter the Issue and Notes.
Under Appointment, set the appointment Status, Duration (min), Assigned Date and Assigned Time.
Review the summary and tap Save Work Order. You see Work Order created successfully (or the office’s message). Cancel discards it.

14.4 Create Customer and Site

When you are creating a work order, the customer/site picker offers a Create Customer button on the customer step and a Create Site button on the site step. These let you add a brand-new customer and site address on the spot. The buttons are disabled unless you have Mobile App - Create Customers and Sites.

14.5 Tech History

Tech History lists the customer visits — work orders, sales visits and job visits — that you completed in the last 30 days, newest first. Each card shows the customer, the site address and the appointment details. The count reads N Appointment(s); No appointments in last 30 days appears when there are none. Tap a card to download that appointment and open it. Tech History is loaded from the office, so it needs a connection.

14.6 Product Catalog

The Product Catalog is reached from inside a work order’s billing and from a proposal option (it is a billing tool, covered with section 6 and section 11). It opens on a grid of catalog categories with a Search Product Catalog box. Tap a category to drill into its sub-categories and items, or search to jump straight to matching categories and items (No matching results… when nothing matches). Choosing an item adds it to the visit you came from.

15. Permissions

The mobile app uses the same roles and permissions as the office web app. Permissions are granted to roles and roles are assigned to users in the office; the app simply honors what your user is allowed to do. For the complete catalog, see the Service permissions in the Permissions reference.

15.1 The permissions that control the app

All of the mobile-specific permissions are Service permissions whose names begin with Mobile App:

Permission	What it does in the app
Mobile App	The master permission — lets a user use the mobile app at all, and enables the core work: viewing and working appointments, billing, forms and attachments, payments, proposals, equipment and service contracts, and the time clock. Without it a user has no access to the app.
Mobile App - Create Customers and Sites	Enables the Create Customer / Create Site buttons in the customer/site picker. Without it those buttons are disabled.
Mobile App - Create Work Orders	Shows the Create Work Order drawer item and lets a technician quick-create a work order from the field. Hidden without it.
Mobile App - Lookup Customer/Site	Shows the Lookup Customer/Site drawer item. Hidden without it.
Mobile App - View Any Appointment	Shows the Search button on the schedule, so a technician can look up appointments beyond those assigned to them. Hidden without it.
Mobile App - View Full Day	Lets a technician see the whole day’s appointments. Without it, the schedule shows only the first visit plus other visits at that same site.
Mobile App - View Future Days	Shows the Calendar button on the schedule, so a technician can view other days. Hidden without it.

15.2 How permissions show up

Drawer items and buttons a permission controls are hidden (Create Work Order, Lookup Customer/Site, the schedule’s Search and Calendar buttons) or disabled (Create Customer / Create Site) when you lack the permission.
The server also enforces these permissions, so even if a screen is reached, an action you are not allowed to perform is refused — the app shows Access denied for that request.

15.3 A setting that is not a permission

The Time Clock drawer item appears only when your company has the mobile time clock turned on in payroll settings. This is a company setting, not a per-user permission — if you expect the time clock and do not see it, it is turned off for the whole company rather than restricted to you.

16. Troubleshooting / FAQ

Q: I signed in but my schedule is empty and I see “Schedulable Employee not linked to current user.” Your ServiSuite user is not tied to a schedulable employee record, so the app cannot tell which appointments are yours. Ask the office to link your employee to your user; then pull down to refresh.

Q: I pulled down to refresh and got “Records need synced — unable to reload.” What do I do? You have changes on the device that have not reached the office yet. The app will not overwrite them with the office copy. Let it sync — watch the top bar until it reads All changes synced (tap the amber Tap to sync bar to push them now), then refresh again.

Q: Why can’t I see the rest of my day — only one stop shows? Without the Mobile App - View Full Day permission, the schedule shows only your first visit plus any other visits at that same site. Work through that stop, or ask the office to grant Mobile App - View Full Day.

Q: There’s no Search or Calendar button on my schedule. Those are permission-gated. Search needs Mobile App - View Any Appointment; the Calendar (other days) needs Mobile App - View Future Days. Ask the office to add them to your role.

Q: I don’t see the Time Clock in the menu. The mobile time clock is a company setting. If it is not shown, your company has not enabled the mobile time clock in payroll settings — it is off for everyone, not just you.

Q: Clock In/Out says “Location permissions must be enabled to use time clock.” The time clock records your location, so the app needs location permission. Enable location access for ServiSuite in your device settings and try again.

Q: I made changes with no signal — are they lost? No. The app saves everything to the device and queues it. The top bar reads You are offline. Changes will sync when connected. When you regain a connection, the queued changes sync automatically.

Q: The Change Appointment Status tiles only show four options. Where are the rest? The four tiles are En Route, At Location, On Break, and Needs Rescheduled. For any other status, use Change Status under Quick Actions on the Information tab — it opens a dropdown of every available status.

Q: I’m filling out a form and lost signal. Did I lose my answers? No. Forms autosave to your device as you type, when you leave the screen, and when the app goes to the background. The bottom of the screen shows All changes saved when it’s safe. Your answers sync to the office once you reconnect. If you ever see Couldn’t save, tap Done or keep editing to retry.

Q: The signature button on Finish says something is missing and won’t let me sign. Finishing checks that all required forms for the service type are present and valid, that there’s at least one valid payment transaction, and that enough has been collected to cover the total. The message tells you which of these is failing — fix it on the matching tab and try again.

Q: Why can’t I process a credit card or Tap to Pay payment? Card payments need a connection and the office’s Stripe setup; if it isn’t set up you’ll see Organization not set up for Stripe payments. Tap to Pay only appears on supported devices when the office has it enabled, and it needs location permission.

Q: I can’t edit a payment after processing it. Once a card/Tap to Pay transaction is processed it’s locked — method, amount, reference, and notes can’t be changed and it can’t be removed. Add a new transaction for any further payment.

Q: The Email to Customer button is greyed out on an attachment list. Only attachments that have already synced to the office can be emailed (the office looks them up by their saved copy). A photo you just took and haven’t synced yet can’t be emailed until it uploads.

Q: Can I change which work order this visit is linked to? Yes — on the Information tab tap the Linked Work Order field to open Change Linked Work Order, choose the work order, and (if you link one) a required reason, then Save.

Q: I opened an appointment and it’s not the usual work-order screen — why does it look different? The app opens a different screen for each kind of appointment: a work order opens the full work-order screen, a lead opens Sales Visit, and a job opens Job Visit. Sales and Job visits have fewer tabs because they have no billing. (Scheduled time off has no in-appointment screen at all.)

Q: Why can’t I tap the Information, Lead, Proposals or Forms tabs anymore? Because the visit is finished. Once the Finish step is done, every tab except Finish is disabled. If you still need to change something, it has to be done in the office.

Q: I created a proposal but the customer didn’t want to sign it. Did I lose it? No. The proposal is saved on the device and syncs to the office on its own (on a sales visit, tied to the lead). Signing the proposal PDF at Finish is optional — leave it unchecked and finish the visit; the office can follow up and convert the proposal later.

Q: The Finish tab says “Could not prepare the documents.” What do I do? The visit can’t be finished until its documents load. Tap Try Again. If it keeps failing, check your connection (the company logo and form templates may need to download) and that the visit’s forms are complete.

Q: My proposal total didn’t change after I added options. Why? Only approved options count toward the proposal total. Swipe an option and tap Approve (the Approved Option Totals and Approved Total at the bottom reflect approved options only).

Q: I changed a job visit to At Location but was never asked for a job cost category. Is my time being tracked? The Clock In to Job prompt only appears when the time-clock link is on, the job’s job type has a default timesheet entry type, your user is linked to an employee, and you aren’t already clocked in on that visit. If any of those isn’t set up, no entry opens — the status still changes, but ask your office to check the payroll/time-clock configuration so your job labor is captured.

Q: Where does the signed paperwork from a visit end up? The signed, flattened PDF uploads to the office and attaches to that appointment. Proposals also sync as CRM proposals on the lead.

17. Tips & Notes

The top status bar is your at-a-glance sync indicator: green means everything is up at the office, amber means you have unsent changes (tap it to send), blue means a sync is running, and gray means you are offline.
The schedule footer’s Last Updated tells you how fresh your day is. If a visit was reassigned or added, pull down to refresh and the list rebuilds from the office’s current assignments.
In-progress visits (En Route, At Location, On Break) sort to the top of your schedule, so your active stop is always easy to find.
Lookup Invoice, Lookup Customer/Site and Tech History all read from the office, so they need a connection — use them when you have signal, not in a dead zone.
When the customer picker offers Create Customer / Create Site but the buttons are greyed out, you are missing Mobile App - Create Customers and Sites — ask the office rather than working around it.
Tap the chips on a saved flat-rate or material line (Primary, Preferred, After Hours, Warranty, Truck Stock, Taxable) to toggle them instantly — you don’t need to reopen the editor.
Use Sync Remaining Amount on a payment transaction to fill in exactly what’s still owed instead of typing it. The Remaining Amount turns green when the visit is fully covered.
The Polish Wording button on the Solution dialog tidies up your write-up with AI, but only when your solution is between 25 and 2,500 characters. You always get to compare and keep your original.
Scan Placard in Manage Equipment reads the model, serial, and other details off an equipment data plate so you don’t have to type them. Tick Save placard photo to attach the picture too.
Drag form cards on the Forms tab to put them in the order you want the customer to see and sign them.
Pick the cost center (and equipment) before choosing a template. On both Select Proposal Template and Add Option from Template, the cost center is required and, with the optional equipment item, is applied to the new line items — setting them first saves re-editing each line.
Approve as you go. Approving the options the customer chooses (swipe → Approve) is how the proposal total and the lead’s proposal value reflect what they actually picked — the office sees the same approved total.
Use the status buttons to track your time. On a job visit, tapping At Location (and picking the job cost category) is what clocks you in to the job; finishing the visit clocks you out. That’s how your hours reach the job’s actual costs.
Finish the forms first. When there’s nothing to sign, the Finish Visit button still checks that every form on the Forms tab is complete — fill them in before you try to close the visit.
Save the lead while you’re on site. The Lead tab’s Update Lead form (stage, quality grade, potential value, notes) saves immediately on the device and records the stage change in CRM history, so update it before you leave rather than from memory later.