Your Site Visit Page: A Guide for New Technicians

Every tab, task and step, so you can find everything and finish a site visit the right way

New to ServiceEnvoy? This guide walks you through the Site Visit page, the one screen you work from for every job. It covers what's on the page, where to find things, how tasks work, and the steps to finish a visit the right way so you get credit (and, if you're an outside technician, get paid).

A site visit is one trip to one location. A ticket (the job) can have several site visits, and each one has its own page, its own tasks and its own check-in and check-out.

Getting to the page

Open Site Visits from the menu and click the visit.
Or tap the link in a notification, an email or a calendar event for the visit.

The address bar reads /trip-logs/ followed by the visit's number. That's normal; it's the page's internal name.

Which kind of technician are you?

The page is the same for everyone, with a few differences:

Employee technician: you work for the company that owns the job. You don't see pay or rates on the visit, and there's no Messages tab. Your office handles billing.
Outside technician (Marketplace or Private Network): another company hired you for this visit. You see a Messages tab for talking with the client. If you run your own company in ServiceEnvoy (an owner or office user, not only the Technician role), you also see the Pay tab and you submit the finished visit for approval.
Offered, not assigned yet: you can look, but the page is view-only. Tasks are read-only and most files stay hidden until you're assigned. You'll see Accept Assignment or Request when it applies.

The top of the page

Title: who the work is for. Outside technicians see the external client's name when it's shared, with Hired by and the company that gave you the job underneath.
Site Visit badge and number, then Ticket: # with a copy button. Give this ticket number when you call anyone about the job.
Location line: site name, site number, city and state.
Tech Actions: a menu of things you can request, such as a schedule change. See Tech Actions below.

The Site Visit Status card

This card sits above every tab and is your control panel. It shows the visit's status and the one button for your next step:

Confirm Visit: your 24-hour confirmation. Before it opens, the button reads Confirmation Not Yet Open and the hint tells you when it opens.
Check In, then later Check Out.
Go to Tasks (N to finish): appears beside Check In or Check Out when tasks are holding you up. Tap it to jump straight to the tasks still open.
Submit for Approval (outside companies, owner or office users) once the work is done.

It also shows badges for anything that needs your attention, like a client schedule-change request, a pay change waiting for your approval, or a removal request.

The tabs

On a computer the tabs run down the left side. On a phone they wrap across the top. You'll only see the tabs that apply to you.

Main: the schedule, scope of work, drive time and the Time Tracking card with your onsite and offsite times. After check-out you can correct your times here if needed. It also holds Client Close Code, Repair Result and Repair Notes, which unlock when you check out, plus the Parts & Supplies Provided or Expenses Incurred by Tech table and the visit's Terms of Service.
Location: the site address with a map and a copy button.
Contacts: who to call. Client Check-In / Check-Out tells you who to call when you arrive and when you leave. Outside technicians also see Hired by, the company to contact for support. Site and client contacts are here too.
Files: Client Provided Files (work orders, drawings, instructions; read and download) and Technician Deliverables (your photos, paperwork and files). See Files and photos below.
Pay (outside companies, owner or office users only): your rate, the estimate, approved pay and pay requests.
Messages (outside technicians): messages between the client and you, saved with the visit.
Metrics: on-time and check-in records for the visit. It's read-only, except Client Deliverables: if something is missing it says what, with Upload the missing files or Already uploaded — mark for review.
Activity: a timeline of everything that's happened on the visit.
Notes: private notes only your company can see.
Client Terms: the terms this visit is worked under. Read them before you go.
Tasks: your checklist for the visit. The badge shows done/total (for example 3/7): grey when nothing is done, blue partway, green when everything is done.

Tasks: your checklist

Your office (or the company that hired you) sets up the tasks. You complete them; you can't add, change or delete them. Tasks come in three groups:

Before the Visit: complete before arriving on site.
During the Visit: complete while on site.
After the Visit: wrap-up after the work is done.

How to read a task:

Red border with "Required": you must complete it.
Green with a check mark: done.
Amber lock: not available yet. The text under it tells you why, for example Available after check-in.

When tasks unlock

Before the Visit tasks can be done any time.
During and After tasks unlock once you've checked in.
Once you submit the visit for approval, tasks are locked. To change something, use Tech Actions → Re-Open Site Visit.
You can always untick a task you marked done by mistake.

Every kind of task and how to complete it

Checkbox / Task to Complete: do the work, then tick Mark as complete.
Question / Answer: type your answer in the box. It saves when you tap or click out of the box. An empty answer isn't complete.
Photo Required / File Upload: tap Take Photo to use your camera, or upload a file from your device. Photo tasks take images only. What you add goes into your Technician Deliverables on the Files tab, and the task completes by itself.
Signature: tap Capture Signature, have the person sign on the screen, and save. Tap Re-capture Signature to redo it.
Fill out PDF: tap Fill Out PDF to open the form in the PDF editor. Use Text to type, Draw to mark, Sign to sign, then Save to Deliverables. Afterward you'll see View completed PDF, and Edit Completed PDF if you need to fix something. If the editor won't work on your device, tap The editor isn't working on my device and upload a PDF or photos of a filled-out paper copy instead. More in Using the In-App PDF Editor.
24-Hour Confirmation: tap Confirm Visit to tell the client you're coming. It opens 36 hours before the start, so the evening or day before, and you can't check in until it's done.
Join Meeting: tap Join meeting (it opens an hour before the start). The Meeting ID and passcode have copy buttons, and the dial-in number is tap-to-call. Once you've checked in, tick Mark as joined.
Send Deliverables: tick the files to send and tap Email Deliverables. They go to the contact shown under Send to. Upload the files first. If no contact is set, ask the office.
Parts Pickup / Parts Drop Off: shows where to pick up or drop off, the carrier and the tracking number. Tick Mark as complete when it's done. If it says Billable, follow its instructions about staying checked in while you drive.

Automatic check-in and check-out tasks

Every visit also has these, added by the system:

Check Into Service Envoy Visit and Check Out of Service Envoy Visit: these record your onsite and offsite times. They complete by themselves when you submit the Check-In and Check-Out forms; you can't tick them by hand.
Check In With External Client and Check Out With External Client: letting the end client know you've arrived and are leaving. This is separate from checking in on ServiceEnvoy. Use the phone number or client portal button shown, or Mark done. Tapping a portal button opens it and marks the step done; the web address beside it, with its copy icon, opens or copies the link without marking anything. Client check-in opens on the scheduled day; before then the button reads Check-In Opens on Visit Date. Check into ServiceEnvoy first.

Completing a site visit, step by step

Before the day: read the Main tab's scope, the Client Provided Files, the Client Terms and the contacts. Finish any Before the Visit tasks.
Confirm the visit when the 24-hour confirmation opens.
Check in when you arrive. Tap Check In on the status card. You can check in on the scheduled day (site local time), but not more than 15 minutes before the start time unless the client has agreed; if they have, note it in a message first. Enter your onsite time, and your vehicle and mileage if your company requires them. Your location is recorded when you submit.
Check in with the external client using the contact or portal on the task.
Do the work and the During the Visit tasks: photos, signatures, forms, answers.
Check out with the external client.
Check out of ServiceEnvoy. Tap Check Out. The form opens once you've uploaded a file or completed a file, photo or PDF task. Fill in your offsite time, the Outcome, Scope of Work Status, Client Close Code and Repair Notes. List any parts or expenses, or tick No Supplies or Expenses for This Site Visit. Then tap Complete Check-Out.
Finish the After the Visit tasks.
Submit for approval (outside companies, owner or office users): once every required task is done, tap Submit for Approval. The client reviews the work, and pay is released after they approve.

No signal on site? Check-in and check-out are saved on your phone and sent by themselves, with the times you entered, as soon as you have signal again.

Site not ready? If you arrive and can't do the work (no access, equipment missing, site not prepared), use Site not ready? Check out as Site Not Ready. You must be on site at least 15 minutes. The work tasks are waived, but the 24-hour confirmation still counts.

Files and photos

Take Photo and Upload Deliverable on the Files tab add to Technician Deliverables. Photos taken in the app carry their location.
Upload PDF to Edit (after check-in) lets you fill out a PDF you were handed on site. Only your company and you can see it.
You can delete your own uploads until the visit is submitted. After that, uploads are add-only.
Limits: 35 MB per file, 500 MB per video. Program files (like .exe) can't be uploaded.
Download All and Search Photos help you review what's there. Visit Report is there too when you work for the company that owns the visit; an outside technician's company doesn't see it. More in Documenting work: photos, reports & sharing.

Pay (outside companies)

If you see the Pay tab:

Technician Rates shows your rate type, rate, hour limit and travel pay. Use Request Change if the rate is wrong before you start.
Estimated Pay is figured at the full hour limit. Your actual pay reflects the hours you worked, less the platform fee.
After the client approves, the card switches to Approved Pay with your payout date.
Extra hours or materials? Use Tech Actions → Request Pay Increase or Request Expense Reimbursement.
Private Network visits are paid directly by the company that hired you, not through ServiceEnvoy.

Tech Actions

The Tech Actions menu at the top holds requests you can make:

Request Schedule Change: propose a new date or time to the client.
Request Removal from Visit: back out before check-in. More than 24 hours out there's no penalty; closer than that it counts as a back-out.
Sharing Options: send the customer a link to the visit.
Request Pay Increase / Request Expense Reimbursement, Submit for Approval, Re-Open Site Visit and Escalate to Service Envoy, when they apply to you.

Every option is explained in Tech Actions: Every Option Explained.

Banners you might see

Check in to start working on this site visit: most of the page stays locked until you check in.
You're checked in. Close out using the Check Out form: Repair Notes and close codes are filled in on the Check-Out form.
Client Requesting Schedule Change: tap Accept or Decline.
Asked the technician to agree to be unassigned (no fee): the client is asking whether you'll give up the visit. No fee is charged and it doesn't count against you. Tap Respond to Request. You stay assigned unless you accept.
Tech removal request pending: the client wants you removed for a reason. Respond within 4 hours with Respond to Removal Request; you can dispute it and attach evidence. Work on the visit is limited until it's resolved.
Pay change proposed: review the new terms and tap Approve new pay or decline.
Your submission was declined: read the reason, fix what's asked, and submit again.

Quick answers

Why is Check In greyed out? Confirm the visit and finish any required Before the Visit tasks. Tap Go to Tasks to see what's left. Check In also only appears on the scheduled day.
Why can't I check out? Required Before and During tasks are still open. Tap Go to Tasks.
Why is the Check-Out form greyed out? Upload a file or complete a photo, file or PDF task first.
Why can't I edit the schedule? The company that created the job sets it. Use Tech Actions → Request Schedule Change.
I entered the wrong time. After check-out, correct your onsite and offsite times in the Time Tracking card on the Main tab.
I need to fix something after submitting. Use Tech Actions → Re-Open Site Visit while it's awaiting approval.