Technicians are who your jobs get sent to. Once one is set up, the CRM can pick the closest available technician for a new job, text them the details, and work out their pay automatically when the job closes.
1 Open the Technicians tab
Sign in to your dashboard and click Technicians in the top menu. You will see the Add technician form, and underneath it the list of technicians you already have.
2 Fill in who they are
| Field | What to put in it |
|---|---|
| Full name | The technician's name. This is what you will see on the board, on the calendar and in reports. |
| Company name | Their company, if they are a subcontractor. Leave it blank for your own staff. |
| Service area | A plain label such as North Houston. It only helps you tell people apart in the lists. |
| Mobile number | The number every job text goes to. Get this right or they will never receive work. |
| Where their job report is sent from the Reports page. Optional, but needed if you email reports. | |
| Color | Their colour dot on the board, calendar and map, so you can spot their jobs at a glance. |
3 Set their percentage
Percentage from work (%) is the share of each job the technician keeps. Enter 50 for a half and half split, 60 if they keep sixty percent, and so on.
The percentage is worked out on the job total after parts are deducted. Here is a job that closed at $400 with $50 of parts, a technician on 50%, and a company source that sends you work on 10%:
| Line | Amount |
|---|---|
| Job total | $400.00 |
| Less parts | -$50.00 |
| Net | $350.00 |
| Technician, 50% of net | $175.00 |
| Company source, 10% of net | $35.00 |
| Total deposit to the company | $140.00 |
Paying a flat rate on a particular job instead? Leave the percentage as it is and type a fixed amount in the technician pay box when you close that job. On a fixed amount, parts are not deducted.
4 Give them a coverage area
This is what lets the CRM choose a technician for you when a job comes in.
- In Service ZIPs, type a 5-digit ZIP they cover and click Add ZIP. Repeat for as many as you need.
- Pick a Service radius, from 5 up to 100 miles. This is how far from those ZIPs they are willing to travel.
- Check the Coverage map underneath. Each ZIP shows as a circle in the technician's colour.
Coverage is optional. Without it you can still assign jobs by hand, but automatic assignment and the AI agent will have nothing to work with.
5 Click Add technician
They appear in Current technicians straight away and are ready to receive jobs. To change anything later, just click their row.
6 Send a test job
Go to Add New Job, type an address inside their coverage area, and check they come up in the Assign tech list. Send it, and they should get a text with the job ID, customer name, phone, address with ZIP, and job type.
No text arriving? Your SMS is not connected yet. Follow the Twilio setup guide first.
How the CRM picks a technician
When a job is booked, whether by you or by the AI agent, the CRM works down this list:
- The closest technician to the job address, measured from their coverage points.
- If nothing matches, a technician whose ZIPs include that exact ZIP.
- If still nothing, a technician covering the same ZIP area, meaning the first three digits.
Where two technicians are an equal fit, the one with fewer jobs in progress gets it, so work spreads out evenly. Technicians switched Off are skipped completely.
Turning a technician on and off
Every technician has an On or Off button in the Status column of the technician list. Use Off for someone on holiday, off sick, or no longer working with you.
While a technician is Off they are hidden everywhere except the Technicians tab. They will not appear when you book a job, in the chat panel, in filters or on reports, and neither automatic assignment nor the AI agent will send them anything. Their past jobs and history stay exactly as they are. Switch them back On and they return to normal.
Troubleshooting
| What you see | What to do |
|---|---|
| The technician is not in the Assign tech list | They are probably switched Off. Check the Status column on the Technicians tab. Otherwise the job address may sit outside their ZIPs and radius. |
| Your plan allows up to X technicians | You have reached the limit for your plan. Open Billing to upgrade, or switch an unused technician Off and remove them. |
| Jobs all land on the same person | Widen the other technicians' radius or add more ZIPs, so more than one of them covers the area. |
| Their share looks wrong on a report | Check the percentage on their profile, and check whether a fixed technician amount was entered when that job was closed. Fixed amounts ignore both the percentage and the parts deduction. |
| They cannot receive job reports by email | Add an email address to their profile, and connect your own email using the email setup guide. |
Still stuck?
Call us on 866-857-6172, Sunday to Thursday, 6am to 2pm ET, or use the contact page and we will walk you through it.