Dispatch Vendor Training Resources

Welcome to the Progress Residential® training hub for all Dispatchers and Technicians. Below you’ll find helpful resources to get started with the Dispatch platform and efficiently manage your work with Progress.

Getting Started: For Dispatchers
Getting Started: For Technicians
New Job Offers, Leads, and Retail Work
Scheduling Work
Using the Dispatch app in the Field
Estimates and Invoices
Customer Notifications
Simplifying & Organizing your Work with Dispatch

Getting Started: For Dispatchers

Logging in on Desktop | Company Settings
User Roles | Adding Your Team
Adding a Mobile Number For Login

Logging in on Desktop

Learn how to access your account using your email and password or your mobile phone number.
Watch Video (0:56 min)

Company Settings

Here's how to add company information or your logo so customers can see it.
Watch Video (1:09 min)

User Roles

Learn about the role, options and tools available so you can choose which makes the most sense for you and your team.
Watch Video (0:58 min)

Adding your Team

Here's how to add team members and get your team started.
Watch Video (2:48 min)

Adding a Mobile Number for Login

Learn how to login with your mobile number.
Watch Video (0:32 min)

Getting Started: For Technicians

Downloading the Mobile App
Intro: Dispatch Field App for Techs
Dispatch Field: Setup your Profile

Downloading the Mobile App

This video walks you through how to install the Dispatch app(s) on your mobile device. (Available on Apple and Android)
Watch Video (1:03 min)

Intro: Dispatch Field App for Techs

Learn how to use the Dispatch Field App to view your schedule and add notes to jobs.
Watch Video (0:17 min)

Dispatch Field: Setup your Profile

This step-by-step video shows you how to set up your profile.
Watch Video (1:23 min)

New Job Offers, Leads, and Retail Work

Creating New Jobs in Dispatch
Enterprise Visibility - What Progress can see
How Do You Know When You Have a New Offer?
How to Accept a New Offer
What happens when I accept an offer?
Declining New Offers
Customer Booking Page

Creating New Jobs in Dispatch

Learn about the two different ways to create a new retail job.
Watch Video (1:21 min)

Enterprise Visibility - What Progress can see

Progress can only see Dispatch updates you provide for jobs sent to you by Progress. This video explains more.
Watch Video (0:54 min)

How Do You Know When You Have a New Offer?

In this video, learn how you'll be notified when you have a new offer or lead.
Watch Video (0:41 min)

How to Accept a New Offer

Find out how to acknowledge and accept a new offer.
Watch Video (0:21 min)

What happens when I accept an offer?

When you accept a new offer or lead, the Enterprise that sent you the work is updated. The customer will also receive a notification that you will be reaching out soon to schedule. See how it all works in this video.
Watch Video (0:41 min)

Declining New Offers

Have you received a service request outside of your service area or schedule availability? Learn how to decline a new job offer or lead.
Watch Video (0:44 min)

Customer Booking Page

Discover how to generate your own leads with a free customer booking page. Link it to your website, social media pages, and email signature so your customers can request service directly from you.
Watch Video (0:40 min)

Scheduling Work

Scheduling | Assigning a Technician
Recurring Appointments
Appointment vs Job - What's the Difference
Rescheduling | Calendar Events

Scheduling

Learn about the multiple ways to schedule your appointment on Dispatch here.
Watch Video (1:15 min)

Assigning a Technician

After an appointment is scheduled, you will need to assign it to a Technician. Watch this video to see how.
Watch Video (2:23 min)

Recurring Appointments

Do you offer maintenance contracts or services to customers on a regular basis? Here's how to manage these recurring appointments with Dispatch.
Watch Video (0:56 min)

"Appointment" vs. "Job" - What's the Difference?

In short, a job is the overall project or service request, whereas an appointment is each individual visit to the customer's home that is required to complete that service request or project. This video explains the differences in more detail.
Watch Video (1:10 min)

Rescheduling

Rescheduling an appointment on Dispatch is easy. Learn how in this video.
Watch Video (0:53 min)

Calendar Events

Calendar Events enables you to create placeholder events in your team's calendar for non-service activities, whether those are personal time off, non-billable tasks like supply runs, or any other occasion that you wish to include in the schedule. Discover how to set up Calendar Events here.
Watch Video (4:19 min)

Using the Dispatch app in the Field

Schedule Views | Starting a Job
Adding Notes and Photos
Completing a Job

Schedule Views

Here is a brief demonstration of how to view your schedule in Dispatch Field, the mobile app for technicians.
Watch Video (1:03 min)

Starting a Job

Here is how you start a job and let the resident know you're on your way.
Watch Video (1:24 min)

Adding Notes and Photos

Technicians can add notes or photos to a job directly from the mobile app. This video explains how.
Watch Video (2:11 min)

Completing a Job

Discover how to pause or complete a job in the mobile app after an appointment is finished.
Watch Video (2:14 min)

Estimates and Invoices

Submitting an Estimate
Estimate Line Items
Submitting an Invoice

Submitting an Estimate

You can easily create and submit estimates directly though Dispatch. When you do, your Progress Service Manager is immediately notified for quick approval. Here's how.
Watch Video (4:07 min)

Estimate Line Items

Looking for a certain line item? Here's a list of all the available Estimate Line Items for each vendor trade category.
Download PDF

Submitting an Invoice

Invoices must be submitted through Dispatch. Connecting your job information directly to your invoice makes getting paid simpler and faster. Learn how in this video.
Watch Video (1:50 min)

Customer Notifications

Customer Notification Settings
When an Offer is Accepted
Appointment Scheduled | On My Way Button
Completed Job | Paused Job
Notifications to Multiple Contacts
"Can't Contact Customer" Button

Customer Notification Settings

Discover how customer notifications can be enabled or disabled for individual customers.
Watch Video (0:37 min)

When an Offer is Accepted

See how to keep customers in the loop when you accept a new lead or service request.
Watch Video (0:28 min)

Appointment Scheduled

Learn how and when to notify your customer of a scheduled or rescheduled appointment.
Watch Video (0:47 min)

On My Way Button

Let the customer know when you're on the way using our mobile app. This way, they know who to expect and when. Find out how below.
Watch Video (0:46 min)

Completed Job

Customer feedback is essential for growth. Make sure to let customers know when your job is finished so that they can review your service on our survey page. Watch this video to see how.
Watch Video (0:56 min)

Paused Job

Unable to complete a job? No problem. Watch this video to learn how to put your jobs on pause here.
Watch Video (1:08 min)

Notifications to Multiple Contacts

Find out how to notify multiple people about updates on a job by adding them as new contacts.
Watch Video (1:31 min)

"Can't Contact Customer" Button

Having issues reaching your customer? Press the "Can't Contact Customer" button which will pause the job and let the customer know. In this video, we show you how.
Watch Video (0:22 min)

Simplifying & Organizing your Work with Dispatch

Job Labels  |  Service Types
Job Sources  |  Customer Labels
Attachment Labels  |  Using Groups