Site Visit Actions: Every Option Explained
What each option in the Site Visit Actions menu does, and when it shows
Every site visit has a Site Visit Actions button at the top right of the page. It holds everything your office can do to the visit as a whole: route it, fund it, reschedule it, change or remove the technician, cancel it, hold the technician's pay, share it, and more.
The menu only lists what makes sense right now. An option for a visit on the Tech Marketplace doesn't show on a visit staffed by your own employee, and most technician options disappear once the technician checks in, because the job has started. If you're looking for something and it isn't there, check the When it shows line for that option below.
Who sees this menu. Admins, project managers and staff at the company that owns the visit. Technicians, read-only users, and the outside technician's company don't see it. Technicians use Tech Actions instead (see Tech Actions: Every Option Explained). Cross-Post to Marketplace, Route to Marketplace and Remove from Marketplace are for admins and project managers only.
The options are listed in the same alphabetical order as the menu.
Cancel Removal Request
Takes back a Request Tech Removal you sent. The technician stays on the visit and carries on as normal.
When it shows: while your removal request is still open.
Cancel Site Visit
Cancels the visit. On the Tech Marketplace, the money you put in for the visit goes back to your balance. You can bring a cancelled visit back with Re-open Site Visit.
When it shows: before the technician checks in, on a visit that isn't already cancelled or closed.
Greyed out during the arrival window: from 15 minutes before the start time until the no-show deadline (60 minutes after a fixed start time, or the end of an arrival window). The technician may be on the way or on site.
$30 late fee: on a Tech Marketplace visit with a technician assigned, cancelling within 24 hours of the start time costs $30. The menu shows the fee next to the option when it applies. There's no fee if the technician was a no-show.
Clear Requested from Client
Takes the REQUESTED FROM CLIENT label off a coverage check. Use it if you marked the visit by mistake or the client said no. The clear is saved in the activity log.
When it shows: on a coverage check that is marked as requested.
Copy Site Visit
Makes an exact copy of the visit and opens it so you can edit it. Handy for a return trip or a second visit with the same scope. On a Tech Marketplace ticket the copy opens ready to fund and route.
When it shows: always, including on closed and cancelled visits.
Cross-Post to Marketplace
Offers a visit your own employee is assigned to on the Tech Marketplace as a backup, without taking your employee off. Your employee keeps it on their calendar and is only released if you accept a marketplace technician. Use this when you aren't sure your employee will be free. To hand the visit to the marketplace outright, use Route to Marketplace instead.
When it shows: on a visit with one of your employees assigned that isn't on the marketplace yet. Admins and project managers only.
Delete Site Visit
Permanently deletes the visit. You're asked to confirm first, and it can't be undone. If you want to keep the record, use Cancel Site Visit instead.
When it shows: always. It is greyed out while Tech Marketplace money is still held for the visit; cancel the visit first so the money is returned.
Deliverables Missing / Incomplete
A shortcut to the Client Deliverables setting on the Metrics tab, highlighted so you can find it. Setting it to missing or incomplete stops the visit from being approved for payment and holds any technician payout that hasn't been paid out yet. When the technician sends what was missing, set it back to Complete and the hold lifts by itself.
When it shows: after the technician checks in, while the deliverables aren't already marked missing or incomplete.
Fund Site Visit
Puts money in for a Tech Marketplace visit so it can be routed, or so a technician can be accepted. How marketplace funding, work, and payments flow on Service Envoy explains the payment methods.
When it shows: on a Tech Marketplace visit that hasn't been funded yet.
Hold Payout
Stops the technician's payout from being paid out. Use it when something is wrong with the work: unfinished work, wrong equipment, or hours that don't match what happened. The money stays where it is until you lift the hold with Release Payout Hold.
When it shows: after you approve a Tech Marketplace visit, while the payout is still waiting to be paid out.
Mark Requested from Client
For coverage checks. Records that you've asked your client to give you the job, usually after a technician requested it. The visit's badge changes from COVERAGE CHECK to REQUESTED FROM CLIENT, and the same label shows in the dashboard cards, so your team knows you're waiting on the client and nobody asks twice. Hover over the label to see who asked and when. It comes off by itself when you convert the coverage check to a full ticket. Technicians never see it.
When it shows: on a coverage check with no technician assigned that isn't already marked.
Mark Site Visit Date Pending
Clears the scheduled date and time and sets the visit to Site Visit Date Pending. Use it when the visit is still going ahead but the date is no longer settled.
When it shows: on a scheduled visit that isn't cancelled or closed. On a visit with an outside technician (Tech Marketplace or Private Network), it disappears once they check in.
Offer Cancellation Fee
For calling off a visit when you want to pay the technician a show-up fee. You enter the amount and a reason. The technician accepts or declines in the app. If they accept, the fee comes to you for payment approval like any finished visit. On the Tech Marketplace it's paid from the visit's funding (the usual platform fee applies) and the rest goes back to your balance.
When it shows: when an outside technician is assigned and hasn't checked in. If they checked in and couldn't do the work, that's a Site Not Ready visit instead, settled through the technician's pay. On a visit that's already cancelled, the same offer is on the cancellation card on the visit.
Release Payout Hold
Lifts a payout hold you placed with Hold Payout. The payout goes back on its normal schedule. Two other kinds of hold release differently, and the dialog tells you which kind you're looking at:
Deliverables hold: set Client Deliverables back to Complete.
Customer dispute hold (your customer disputed the hours on a shared page): settle the dispute on the visit.
When it shows: while a payout on the visit is held.
Remove from Marketplace for Internal Assignment
Takes a visit off the Tech Marketplace so you can assign one of your own employees. Any money you put in for the visit goes back to your balance, and the normal assigned technician field works again.
If a marketplace technician is already assigned, the option reads Remove Tech & Remove from Marketplace. It removes the technician as well, and the $30 late fee applies within 24 hours of the start time (the menu flags it).
When it shows: on a Tech Marketplace visit before the technician checks in. Admins and project managers only.
Re-open Site Visit
Brings a cancelled visit back so you can use it again. On the Tech Marketplace, cancelling already returned the money, so a re-opened visit starts over: no technician and no funding. Fund it and route it again.
When it shows: on a cancelled visit.
Replace & Route
Removes the assigned technician and opens the routing panel straight away so you can find a replacement. It follows the same rules and fees as Unassign Technician.
When it shows: same as Unassign Technician.
Request Escalation
Asks Service Envoy support to step in on a Tech Marketplace visit. The most common reason is a technician who has stopped responding. Once an escalation is open, the option changes to Withdraw Escalation. Escalating a Site Visit to Service Envoy covers what happens next.
When it shows: when a marketplace technician is assigned and no escalation is already open. Not on Private Network visits: those are between you and your technician, and Service Envoy isn't involved.
Request Schedule Change
Proposes a new date or time to the assigned outside technician. They accept or decline. The visit keeps its current schedule until they accept. Rescheduling a Marketplace or Private Network Site Visit covers the details.
When it shows: when an outside technician is assigned, before they check in.
Remove Technician (Private Network)
Takes your Private Network technician off a visit after they've checked in. You give a reason, which is sent to them. They don't have to agree, Service Envoy isn't involved, and there's no fee. Their time on site stays on the original visit, which closes as Tech Removed, and a new copy of the visit is created for you to route to someone else.
When it shows: on a Private Network visit after check-in and before you approve it for payment.
Request Tech Removal (Tech Marketplace)
Asks to take a marketplace technician off a visit after they've checked in. Because the technician has started the job, they get a say. You pick a reason and describe what happened (you can attach files). The technician either agrees, in which case they're removed and paid nothing, or disputes it. If they don't respond within 4 hours, the request goes to Service Envoy support automatically. While it's open, Cancel Removal Request takes it back.
When it shows: on a Tech Marketplace visit after check-in, until you approve it for payment.
Route Site Visit
Opens the routing panel so you can offer the visit to technicians, route it, or post it to everyone. It's the same panel as on the Routing tab. Finding & Routing Technicians explains the choices.
When it shows: on a Tech Marketplace visit that hasn't been offered to anyone and has no technician.
Route to Marketplace
Moves a visit from your own staff to the Tech Marketplace. Your employee is taken off, you set the technician pay, and the visit waits for funding. To keep your employee on it as well, use Cross-Post to Marketplace instead.
When it shows: on a visit that isn't on the marketplace and isn't cancelled or closed. Admins and project managers only.
Sharing Options
Creates and manages links that let someone outside your company, usually your customer, see the visit without logging in. You choose what they can see, and you can turn a link off at any time. Sharing with Your Customer covers it in full.
When it shows: always.
Unassign Technician
Takes the outside technician off the visit so it can be staffed again.
When it shows: when an outside technician is assigned, before they check in. After check-in, use Request Tech Removal (Tech Marketplace) or Remove Technician (Private Network).
Greyed out during the arrival window, the same as Cancel Site Visit.
$30 late fee on the Tech Marketplace within 24 hours of the start time. There's no fee on Private Network visits, because you pay those technicians directly, and no fee after a no-show.
Withdraw Escalation
Takes back an escalation you sent to Service Envoy, for example because the technician got back to you. Withdrawing only cancels your own escalation; it doesn't affect one the technician sent.
When it shows: while your escalation is open.