Swapping the Technician on a Site Visit
Send a different one of your technicians on marketplace and Private Network visits
When your company is doing a site visit for a client, you can ask to send a different one of your technicians in place of the one assigned. The client approves the change, so the name they see is always the person who actually turns up.
This works on marketplace site visits and on Private Network site visits.
Who can request a swap
Your company's admins, project managers and office staff. Technicians can't swap themselves or a coworker off a visit. A technician who can't make a visit uses Request Removal from Visit instead, before they check in.
When the option appears
Request Tech Swap only appears when there is someone you could actually swap to:
Private Network visit: another of your technicians that the client has in their Private Network. The client only works with technicians they accepted into their network, so a swap can't bring in anyone else.
Marketplace visit: another of your technicians with an active marketplace profile.
If you have no other eligible technician, the option doesn't appear, because no swap is possible. It also disappears once the technician has checked out. The work is done by then, and it belongs to the person who did it.
How to request a swap
Open the site visit.
Click Tech Actions → Request Tech Swap. On marketplace visits the same button also sits under Assigned Technician.
Choose the new technician. The list only shows technicians who are eligible for this visit.
Add a reason if it helps the client (optional), then click Send Swap Request.
A site visit can have one swap request at a time. While one is waiting, the action shows A swap is already pending.
What the client sees
The client gets a notification and a Tech swap requested banner on the site visit, showing the current and the requested technician and your reason. They click Approve Swap or Decline, and you're notified either way.
Approval is checked again at the moment the client clicks it. If things have changed since you asked, only Decline is possible. That happens if the technician has checked out, a different technician is now on the visit, or the requested technician is no longer eligible (for example, they were taken out of the client's network).
What changes when a swap is approved
The new technician is assigned to the site visit and can check in, see the site details, and work it.
The agreed pay stays the same. A swap changes who does the work, not the terms.
Calendars move with the assignment. The outgoing technician's entry is removed and the new technician gets one.
If the client has shared the site visit with their own customer through a project, the people on that project's Client Notifications list are emailed the name of the technician now attending.
The request and the decision are recorded in the site visit's Activity tab.
If the client declines, nothing changes. The originally assigned technician is still expected on site.