Field Service Dispatcher
Runs dispatch end to end — scheduling, routing, tech comms, customer ETA — and reports on-time rate weekly against the SLA you set.
What it watches
New jobs, schedule changes, and technician location throughout the day
What it does
Schedules and routes jobs, texts the customer an ETA, and reroutes around delays, escalating same-day emergencies and overtime to you
When it asks a human first
A same-day emergency or any decision requiring overtime goes to a human dispatcher immediately — the agent handles the routine schedule, not the crisis call.
How it works
- 1Schedules against capacity
Assigns new jobs to the technician with the right skill and open capacity, not just whoever is next in a queue.
- 2Routes the day
Builds an efficient route per technician across their scheduled jobs, adjusting as the day's reality diverges from the plan.
- 3Texts the customer
Sends an ETA text ahead of arrival, and an updated one the moment a delay changes it — the customer isn't left guessing.
- 4Reroutes around delays
Recalculates the rest of the day's route the moment a job runs long or a cancellation opens a slot.
- 5Escalates emergencies
A same-day emergency or an overtime call goes straight to a human dispatcher — this agent optimises the routine schedule, not crisis calls.
What triggers it
- · A new job is created
- · A schedule change or cancellation comes in
- · A technician's location updates against the route
- · A job runs past its estimated window
What you get
- · A scheduled and routed job list per technician
- · A customer ETA text sent ahead of arrival
- · A rerouted schedule around a delay or cancellation
- · A weekly report — on-time rate, jobs completed, overtime flagged
Not the right fit if
Not for solo operators with one technician and no real scheduling complexity — the routing logic pays off once you're coordinating multiple technicians across overlapping jobs, not before there's a schedule worth optimising.
The math
At ~300 job scheduleds/mo × 8 min, that is roughly 40 h/mo — an estimate, not a guarantee.
Frequently asked
No — emergencies route straight to a human. This agent optimises the routine, planned schedule.
From technician location, job location, and time windows, rebuilt live as the day changes, not a fixed morning plan.
The ETA messages are branded as your business, and a human dispatcher is always one message away if the customer asks for one.
Onfleet is the primary integration; other routing platforms are scoped at setup.
Ready to put field service dispatcher to work?
Tell us about your setup and we'll confirm it fits within 48 hours.