This article explains what scheduled tours are. If you don’t know yet what a Tour is or how to create one, please read the Tours article first.
Overview
Introduction
Scheduled tours enable you to plan and automatically or manually dispatch tours to drivers for a specific date and time and are best for operations where deliveries or services are planned in advance.
Basic functionality
When a scheduled tour is created, the system either automatically matches it with eligible drivers in the relevant service area or waits for a dispatcher to manually "dispatch" it. If the dispatching is set to "manually", Dispatchers can manually assign drivers to such tours. In both cases, dispatchers have this option to manually assign tours to specific drivers afterwards as long as no driver decided to claim the tour proactively.
By default, requested capabilities don’t impact eligibility. This means that a driver will receive a scheduled booking request even if they currently don't have matching capabilities. However, it is possible to enforce matching capabilities also for scheduled tours. Please reach out to our Customer Success team if you want to enable this.
Drivers then receive a scheduled tour request, which they can accept ("claim") or decline. Scheduled booking requests are visible in the driver app regardless of whether the driver is online or offline. However, a push notification is only sent if a driver is online.
Once a driver claims a tour, the request is no longer visible to other drivers. The driver now becomes responsible for starting and completing the tour at the scheduled time. They will receive push notifications to remind them to start upcoming tours as the scheduled time approaches.
If a tour is not started within a configurable window or declined by the driver, it is automatically released and made available for other drivers to claim.
Status Changes
When a driver claims a tour, status moves from Scheduled to Claimed.
Once started, status changes to En Route.
If a tour is not started or is rejected, it moves back to Scheduled.
Configuration options
Scheduled booking settings are part of Ops configurations (Settings → Ops configuration). Because an Ops configuration is attached to a Service area, you can enable Scheduled bookings in some areas while keeping them disabled in others. You can also configure how the available bookable times are displayed to customers in the Webbooker and how the driver experience looks like.
Please continue with the Setting up your operations configuration article to learn more.