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Reschedule an Appointment

Difficulty:beginner

Learn how to change the date or time of a scheduled service call.

When You'd Do This

  • Customer requests a different time
  • Technician has an emergency and can't make it
  • Weather delay (outdoor work postponed)
  • Earlier job running long
  • Parts delayed, need to push back appointment

How to Reschedule

From the Job Details Page

Step 1: Open the Job

  1. Navigate to Jobs (list or calendar view)
  2. Find the job you need to reschedule
  3. Click to open job details

Step 2: Change Date or Time

  1. Look for the Date & Time section
  2. Click the Reschedule button
  3. A calendar picker appears

Step 3: Select New Date & Time

  1. Click the new date
  2. Select the new time (15-minute intervals)
  3. System checks for conflicts automatically

Step 4: Confirm

  1. Review the change:
    • Old: Tuesday, Jan 14 at 2:00 PM
    • New: Thursday, Jan 16 at 10:00 AM
  2. Click Save Changes
  3. Confirmation message appears

What happens:

  • ✅ Customer receives reschedule notification (if enabled)
  • ✅ Technician receives push notification
  • ✅ Calendar updates immediately
  • ✅ Job moves to new time slot

From the Calendar (Drag & Drop)

Step 1: Switch to Calendar View

  1. Navigate to Jobs → Calendar
  2. Find the job you want to reschedule (colored card)

Step 2: Drag to New Time

  1. Click and hold the job card
  2. Drag it to the new date/time
  3. Drop it in the new slot
  4. Confirm the reschedule popup

Visual feedback:

  • Card moves to new location
  • Time updates on the card
  • Color stays the same (keeps status)

From Mobile App

For Technicians:

Step 1: Open Job

  1. Open Crewdex mobile app
  2. Tap Jobs → Find the job
  3. Tap to open details

Step 2: Request Reschedule

  1. Tap Request Reschedule
  2. Choose reason:
    • Running late from previous job
    • Parts not available
    • Customer requested change
    • Other
  3. Suggest new date/time
  4. Tap Send Request

What happens:

  • Owner/Admin receives notification
  • They approve or suggest alternative time
  • You get confirmation notification

Handling Conflicts

If New Time Has a Conflict

System shows warning:

⚠️ Scheduling Conflict
"Technician already has a job from 10:00 AM - 12:00 PM"

Your options:

Option 1: Choose Different Time

  • Pick an earlier or later slot
  • Look for green (available) time slots

Option 2: Reassign Technician

  • Keep the new time
  • Assign to a different available technician

Option 3: Override Conflict

  • Click "Reschedule Anyway" if:
    • Jobs are close together geographically
    • Earlier job is likely to finish early
    • It's an emergency
  • System allows override but shows warning

Notifying the Customer

Automatic Notification

If enabled (Settings → Notifications):

  • Customer receives email/SMS immediately
  • Message includes:
    • Old date/time (crossed out)
    • New date/time (highlighted)
    • Technician name
    • Reason for reschedule (optional)

Sample message:

Your appointment has been rescheduled:
Tuesday, Jan 14 at 2:00 PM
New time: Thursday, Jan 16 at 10:00 AM
Technician: Mike Johnson
Reason: Parts delayed

Manual Notification

If automatic notifications are off:

Step 1: After Rescheduling

  1. Click Notify Customer button
  2. Choose method: Email, Text, or Call

Step 2: Review Message

  1. System shows draft message
  2. Edit if needed
  3. Add personal note (optional)

Step 3: Send

  1. Click Send Notification
  2. Customer receives message immediately

Common Reschedule Scenarios

Scenario 1: Technician Running Late

Situation: Previous job taking longer than expected

Steps:

  1. Technician calls/texts from previous job site
  2. You estimate 1-hour delay
  3. Check if customer can wait 1 hour, or
  4. Reschedule to next available slot
  5. Call customer immediately to explain

Tips:

  • Always call (don't just text) for same-day changes
  • Offer discount or priority next time
  • Keep customer informed

Scenario 2: Customer Requests Change

Situation: Customer calls asking to move appointment

Steps:

  1. Check technician availability
  2. Offer 2-3 alternative times
  3. Customer chooses
  4. Reschedule in the system
  5. Send confirmation

Tips:

  • Try to accommodate within same week
  • If customer is pushy, explain technician availability
  • Confirm new time verbally before hanging up

Scenario 3: Weather Delay

Situation: Outdoor work (AC condenser, roof access) delayed by rain

Steps:

  1. Check weather forecast for next 3 days
  2. Identify all affected outdoor jobs
  3. Reschedule en masse (use calendar drag & drop)
  4. Notify all affected customers
  5. Fill slots with indoor work if possible

Tips:

  • Reschedule before day-of (don't wait until morning)
  • Offer first available slot after weather clears
  • Some customers appreciate proactive communication

Scenario 4: Parts Delayed

Situation: Special part needed, supplier says 2 days

Steps:

  1. Call customer immediately
  2. Explain situation (supplier delay)
  3. Offer 2 options:
    • Reschedule to when part arrives
    • Technician comes out to diagnose (no charge), then returns with part
  4. Reschedule based on customer preference

Tips:

  • Be honest about delays
  • Offer discount on service call if it's your supplier's fault
  • Keep customer updated on part arrival

Rescheduling Best Practices

1. Communicate Early

  • Don't wait until the day-of
  • Give customer 24+ hours notice if possible
  • Same-day reschedules should be rare

2. Offer Multiple Options

  • Give customer 2-3 alternative time slots
  • Increases likelihood they'll say yes
  • Shows you're trying to accommodate

3. Document the Reason

  • Add note to job: "Rescheduled due to parts delay"
  • Helps track patterns (e.g., supplier reliability)
  • Useful for customer history

4. Check Technician Workload

  • Don't overload technician with reschedules
  • Balance workload across team
  • Consider travel time between jobs

5. Follow Up After Reschedule

  • Send reminder 1 day before new appointment
  • Confirm customer is still available
  • Reduces no-shows

A: Currently, reschedule jobs one at a time. The fastest method is calendar drag & drop. Bulk reschedule is on the roadmap.

Q: What if the customer is unhappy about rescheduling?
A: Apologize, explain the reason, offer priority next time or small discount. Document the interaction in job notes.

Q: Can technicians reschedule without approval?
A: No, technicians can only request reschedules. Owners/admins must approve. This prevents scheduling chaos.

Q: How do I reschedule a recurring appointment?
A: Each appointment must be rescheduled individually. Recurring jobs are on the roadmap.

Q: What if I reschedule and the customer never confirmed?
A: Always wait for customer confirmation before finalizing. If they don't respond, call them directly.

Troubleshooting

Issue: "Cannot reschedule - job already completed"
Solution: You can't reschedule a finished job. If you need to schedule follow-up work, create a new job instead.

Issue: "Customer says they never got notification"
Solution: Check Settings → Notifications to verify customer notifications are enabled. Check their email/phone number is correct.

Issue: "New time slot appears unavailable"
Solution: Another job was scheduled in that slot. Choose a different time or reassign to a different technician.

Need More Help?

Related Guides

Book Appointment

Assign Technician

View Calendar

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