Logging a call that isn't a booking yet

Logging a call

What this is for — when someone calls but you can't finish the booking (no address yet, no patient name, no payer), so the call doesn't fall through the cracks.

Where to find it

Left menu → Scheduling. The Log a call — no trip yet button sits at the bottom-left of the booking form, next to Book. The lists live in the card underneath, on the Today's calls and Waiting on callback tabs.

Steps — logging the call

1. Click Log a call — no trip yet. Whatever you already typed into the booking form comes across — you don't retype the caller.
2. Check Caller and Phone.
3. Caller type — Private / client, Facility, or Broker.
4. Outcome:
   • Pending — will call back
   • Needs info
   • Turn-down (couldn't take it)
5. What they needed — a plain sentence, e.g. "Wants Tuesday to dialysis — will call back with the address."
6. Follow up by — defaults to tomorrow. If they haven't called back by this date, the bell starts flagging it.
7. Click Log call.

Steps — holding a spot on the board

Use this when the caller wants to be sure you have room.

1. In the call logger, tick Hold a spot on the dispatch board (unassigned trip they can fill in later).
2. Set Trip date, Pickup time and Mobility.
3. The button changes to Log call & hold spot. Click it.
4. A placeholder trip appears in the Unassigned list on the dispatch board, marked HOLD, with the pickup and destination reading "TBD — confirm on callback."

Turn-downs cannot hold a spot.

Steps — working the callback list

1. Go to Scheduling → the Waiting on callback tab. Everything unresolved is there, oldest first, with how long it has been waiting.
2. A gold badge shows any spot being held for that caller — click it to jump to the trip on the board.
3. A red Follow up now badge means it's past its date.
4. Three buttons on each row:
   • They called — book — opens the booking form with the caller (and their patient, if known) already filled in.
   • Snooze 3d — pushes the follow-up date out three days.
   • Close — asks for an optional reason and takes it off the list.

The bell

The bell in the top bar shows a red number for every callback past its follow-up date. Click it for the list, then Open the callback list → to work through them. It clears itself as calls are booked, snoozed or closed.

Good to know

• Booking closes the callback for you. Book a trip for a phone number with an open callback and it is marked handled automatically — any dispatcher, any day.
• Held spots don't become duplicates. If that caller had a held spot, the booking form shows a banner and, with Replace the held spot when booking ticked, swaps the placeholder for the real trip.
• Booking a ride logs its own call. You only use the call logger for calls that did not turn into a trip.
• Today's calls shows every call taken today, who took it, and how it ended.
• Turn-downs are counted on the reports so you can see the work you had to refuse.
• A held spot uses a placeholder client that is deliberately kept out of your contacts until the real booking happens.

If something looks wrong

• "Couldn't log the call — check the details and try again." — the caller name is usually missing.
• The bell shows nothing but you know someone is waiting — the bell only counts calls past their follow-up date. The Waiting on callback tab shows everyone.
• A held spot is still on the board after the real booking — the Replace the held spot when booking box was unticked. Open the placeholder trip on the board and cancel it.
• A callback stayed open after you booked — the trip was booked under a different phone number than the one on the call.