Smart Scheduler FAQ

What is Smart Scheduler?

Smart Scheduler is an AI-powered job optimization feature that automatically assigns unassigned jobs to qualified technicians based on skills, travel time, busines hours, and customer preferences.

Where do I find Smart Scheduler?

In your Dispatch module, look for the “Run Smart Schedule” button at the bottom of the Unassigned jobs column on the left side.

Who can use Smart Scheduler?

Users with Dispatcher or Admin permissions can use Smart Scheduler. It is available for Professional and Enterprise tier customers with single-branch operations.

Is there an additional cost?

No. Smart Scheduler is included in your existing Professional or Enterprise subscription at no additional charge.

How long does optimization take?

Most optimizations complete in 30–60 seconds. Larger job volumes (500+ jobs) may take up to 5 minutes.

How many jobs can Smart Scheduler handle at once?

It efficiently optimizes 50+ jobs at a time. Larger volumes are supported, though processing time increases (500+ jobs may take 5+ minutes).

Does Smart Scheduler work on mobile devices?

No. Smart Scheduler is currently available in the ServiceBridge web application only. Mobile integration is planned for a future release.

What happens if no job durations are entered?

Jobs without a duration default to 1 hour for optimization. For best results, enter accurate job durations in the Job Duration field. We recommend using Job Templates to avoid manually entering Job Duration repeatedly.

Can I schedule jobs for past dates?

No. Smart Scheduler cannot optimize schedules for past dates. The button will be disabled if your selected date range includes past dates.

Does Smart Scheduler replace manual scheduling?

No. It assists with bulk scheduling while preserving your ability to manually adjust assignments. You can preview all changes before applying them.

What if some jobs can’t be scheduled?

The system will show which jobs could not be scheduled and explain why (e.g., no qualified technician, travel constraints, time window conflicts). You can correct the issue or schedule it manually.

Can I override Smart Scheduler recommendations?

Yes. You have full control to preview, approve, cancel, or manually adjust assignments.

Does Smart Scheduler consider technician skills?

Yes. Jobs requiring specific certifications or skills are assigned only to qualified technicians.

How are customer time windows handled?

Smart Scheduler respects planned arrival windows and customer scheduling preferences when building optimized schedules.

Why don’t I see the Smart Scheduler button?

The button appears only when unassigned jobs exist for the selected date range. It is also disabled for multi-unit/franchisor accounts and past dates.

Can I use Smart Scheduler with multiple branches?

Smart Scheduler is designed for single-branch operations. Multi-unit and franchisor accounts have the feature disabled.

What data should be configured before using Smart Scheduler?

For best results, ensure job durations, technician skills, team start/end locations, and company business hours are properly configured.

Do I need special training?

No. Smart Scheduler integrates directly into your existing Dispatch workflow with a simple, guided interface.

What should I do if optimization seems stuck?

Large job volumes may take several minutes. If optimization appears stalled after 10 minutes, refresh your browser and try again with fewer jobs, or contact support.

Why did some jobs fail to schedule?

Common reasons include missing skills, excessive travel distance, time window conflicts, technician availability, or schedule overlaps. The system provides specific explanations for each job.

What happens if I navigate away during optimization?

Optimization will continue running, but you may lose visible progress tracking. Return to the Dispatch screen to confirm completion.

Will automatic scheduling without approval be available?

Future releases may include optional auto-scheduling. The current version requires user preview and approval before applying changes.

Question

Answer

What is Configure Working Hours?

Configure Working Hours lets you define the days and times each team is available to work. The Smart Scheduler uses that information to assign jobs only within each team's available window, helping reduce scheduling conflicts and errors.

Can different teams have different working hours?

Yes. Each team has its own independent working hours configuration. You can set a different schedule for each team within the same scheduling run.

What if a team doesn't have working hours configured?

No problem — the Smart Scheduler will automatically fall back to Company Working Hours (the global default) for that team. Nothing breaks; it just uses the company-wide schedule.

Can I configure overnight shifts?

Yes. If the end time is earlier than the start time (for example, 8:00 PM – 6:00 AM), the system recognizes it as an overnight shift and will schedule jobs across the midnight boundary correctly.

What days of the week can I configure?

Any combination of days, Monday through Sunday, including weekends. You can toggle individual days off to mark them as non-working.

How does the Smart Scheduler use team working hours?

When you run the Smart Scheduler, it treats each team's defined working hours as their availability window. Jobs will only be placed within those hours. Teams without custom hours set will use the company's global scheduling window.

Can I switch between Company and Team working hours during a run?

Yes. Each team card includes a dropdown to switch between Company Working Hours and Team Working Hours. You can change this at any time before running the scheduler.

What happens if I switch a team back to Company Working Hours?

A confirmation prompt will appear asking you to confirm the change. If you confirm, the team card updates immediately. If you cancel, the team's custom hours stay in place.

What happens if I change team hours but don't click Apply?

Changes that aren't applied are discarded if you navigate away from the team card. If you try to move forward with unapplied changes, a warning will appear listing the affected teams — you'll need to either apply the changes or deselect those teams before continuing.

Will the scheduler ever assign jobs outside working hours?

No. The Smart Scheduler will not place jobs outside a team's defined working hours. If a job can't fit within the available window, it will remain unassigned and you'll see suggested next steps after the run completes.

What happens if some jobs can't be scheduled?

After the run, a banner will let you know if any jobs couldn't be placed within available working hours. From there, you can expand the scheduling date range, review team working hours, or re-run the scheduler with adjusted settings.

What time zone are working hours based on?

Saved team working hours are stored and interpreted in the team's effective time zone. For hours set manually during a scheduling run, the scheduler uses your company's configured time zone. Make sure your company time zone is set correctly in your account settings.

How are Daylight Saving Time changes handled?

The system follows standard time zone rules for DST transitions. Whether clocks spring forward or fall back, the scheduler handles the shift correctly to avoid double-booking or misaligned availability.

Are working hours saved between Smart Scheduler runs or do I have to configure team working hours every time?

Yes, Team Working hours, when applied, are saved for future Smart Scheduler runs.