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Flagged Jobs in the Alerts Sidebar

Jobs that break a customer's preferences — or that have moved outside the arrival window the customer was told — are flagged in the alerts sidebar on the right side of the Schedule page. There is no separate Flagged Jobs panel any more: these flags appear in the same list as your other schedule alerts. When the sidebar is collapsed, its tab is labeled Flagged Jobs and shows a number. That number is how many items the sidebar lists when you expand it: one per card in Pulse mode, or the rows in all the Classic sections added together. Dismissed and snoozed alerts are not counted.

Four kinds of problems are flagged:

  • Time preference — the job is scheduled outside the customer's preferred time window, or inside a window they asked to avoid.
  • Technician preference — a technician the customer requires or prefers is not on the job, or a technician they asked to avoid is.
  • Outside notification window — the job is now scheduled outside the arrival window the customer was given, usually because it was rescheduled after the notice went out.
  • Overlapping — two jobs on the same team overlap in time (called Double-Scheduling in Classic mode).

Flags are based on the day you are viewing, not only today. Jobs that are closed, in progress, or completed are not flagged, because there is nothing left to move. Jobs on the Not Scheduled team are not flagged either, unless your branch has turned off Exclude Not Scheduled team from alerts in its MaidSense settings. In Pulse mode, that branch setting is used only when your company has Schedule Monitor turned on; without it, Not Scheduled jobs are always left out. Classic mode always follows the branch setting. Overlapping is the exception: it checks every job on a team, including jobs in progress. In Pulse mode it skips the Not Scheduled team, whose jobs aren't booked yet.

Opening the Sidebar​

  1. Go to Office > Schedule.
  2. Open the Timeline view.
  3. If the sidebar is collapsed, click the Flagged Jobs tab on the right edge to expand it. This works whatever your Right sidebar behavior setting, including Collapsed — icon to expand and when Sidebar visible on load is off. With those settings the sidebar starts collapsed each time you open the page.

On a phone, tap the alert button (triangle icon) at the bottom right of the Schedule page. It shows a count when jobs are flagged and opens the Alerts sheet.

What the sidebar looks like depends on your experience mode. In Pulse mode you see the unified alerts list described next. In Classic Experience Mode you see the Classic alerts panel described further down.

Pulse Mode: The Alerts List​

In Pulse mode, flagged jobs appear in one list alongside every other schedule alert (late check-ins, double-booked teams, MaidSense alerts, and so on). The list is grouped by team by default. For grouping by urgency, searching, and filtering by alert type, see Schedule Alerts and Team Flags.

Each job gets one card. The card shows the customer name and scheduled start time, the job's zone, and a chip for each alert type on the job. A flagged job carries one or more of these chips:

ChipWhat to do
Time PrefConfirm with the customer, or move the job to a time inside their preferred window (or outside a window they asked to avoid).
Tech PrefCheck whether the technician is available and reassign, or let the customer know about the substitution.
Outside WindowSend the customer an updated arrival notice.
OverlappingTwo jobs on the same team overlap in time. Move one to an open slot or reassign it to another team.

When Tech Pref is the card's main alert, the card also shows who the customer requires, prefers, or avoids, when that is known — for example "Customer prefers Sarah F."

Why don't I see Cascade, Gap or Waitlist alerts when I move a job?​

  • Time Pref, Tech Pref, Outside Window and Overlapping show for every company, on whatever day you are viewing, and update as soon as you move a job. Overlapping checks all of the day's jobs, so it still shows when the other job is hidden by a filter.
  • No Check-In, Cascading Delay, Schedule Gap and Waiting List Match come from Schedule Monitor (MaidSense), which may need to be turned on for your company. Without it they don't appear in the sidebar or in the timeline legend. With it, they update right after you move a job, reschedule it, or change a team (usually within 20 seconds, instead of at the next once-a-minute refresh).
  • No Check-In: a job on today's schedule is past its start time and no technician has clocked in. Cascading Delay (Cascade in the timeline legend): a job on today's schedule is running over, or is late to start, and later jobs on the same team will be late. Both appear only for today.

What are the Gap and Waitlist alerts?​

Schedule Gap (Gap in the legend): there is open time of at least the Minimum fillable gap (60 minutes unless your company changed it) between two jobs on the same team. A team with no jobs doesn't get a Schedule Gap alert. Waiting List Match (Waitlist in the legend): another job could fill that gap. It shows on the gap's Schedule Gap card: open Open slots to see the best candidates. A Waitlist candidate is a job on the Not Scheduled team; a Move candidate is a job booked on a later day that could be pulled forward. Both need Schedule Monitor.

One card per job​

When a job has more than one alert, they are combined on one card. The most severe alert becomes the card's main alert, and the others appear as extra chips on the same card. Up to three chips are shown; any more appear as +N, and you can hover over it to see the rest.

Severity matters here. Outside Window shares the top tier with No Check-In and Cascading Delay, all above Time Pref and Tech Pref. Overlapping joins the top tier only once one of the two jobs has started and about half of the overlapping time has passed; before that it ranks below them. So when a job is both outside its notification window and, for example, missing its check-in, either one can end up as the main alert.

If a customer was notified by more than one channel (for example email and SMS), the job still gets a single card. Each extra notification shows up as another Outside Window chip, not as its own card.

When nothing needs attention, the list shows All quiet — Nothing needs attention right now.

Send the customer an updated notice when a job moves outside its window​

A card has Send and Draft buttons only when Outside Window is its main alert. If another top-tier alert (such as No Check-In) became the main alert, the card shows Outside Window only as a chip, without these buttons. In that case, resolve or dismiss the other alert so Outside Window becomes the main alert, or message the customer yourself through Pulse Connect. There is one Send and Draft pair per card, however many channels the customer was notified by.

  • Send — sends the customer an updated notification about the job's new time, on each email or SMS channel they were originally notified by. Each email address or phone number gets one notification, even when several of its notices are flagged, and all of those flags clear. It is the same updated notification as Notify in Classic mode, not an On Our Way message. Send appears only when your role can send daily customer notifications and your company has both the Send Schedule Change Notification and Daily Notifications Report features turned on. If Pulse can't send it, the card shows why instead of a success message (see Resending or dismissing a notification).
  • Draft — opens Pulse Connect with your company's On Our Way message filled in, saying the team will arrive in about 30 minutes, so you can edit it before you send it. If your company has not set up an On Our Way template, a basic draft is used instead.

If the team won't arrive in about 30 minutes, change the arrival time in the Draft message before you send it.

There is no button to resend every notice at once. Send each one from its own card.

Dismissing or snoozing an alert​

Use the ⋯ menu on an alert to Dismiss… it, or to Snooze 15 min, Snooze 1 hour, or Snooze rest of day. Dismissing and snoozing need Schedule Monitor: without it, alerts have no ⋯ menu and there is no Dismiss all button, and an alert clears only once you fix its cause.

Use Dismiss all at the top of the sidebar to clear every visible alert at once. A Dismiss all visible alerts? dialog asks you to confirm first; snoozed and already dismissed alerts stay as they are. If any of the visible alerts are in the top tier (for example Outside Window or No Check-In), you must also check a box confirming those items are resolved before you can dismiss them.

Classic Mode: The Alerts Panel​

In Classic Experience Mode, the sidebar shows the Classic alerts panel. It has the sections below. Each section except Schedule Key shows a count in its heading when it has at least one item; an empty section shows a short "No …" message instead.

  • Double-Scheduling — jobs that overlap on the same team.
  • Job Notifications — one row for each notice whose job has moved outside the window it promised. The row shows the property and customer, the new scheduled time, the window the notification stated, and an icon for the channel it was sent by.
  • Employee Preference Flags — for example "Smith requires Sarah Fields" or "Smith: avoid Tom Lee (currently assigned)".
  • Time Preference Flags — for example "Smith must be scheduled between 8:00 AM and 10:00 AM" or "must NOT be scheduled between…".
  • Schedule Key — red means a required preference is not met; orange means a preferred one is not met. Required flags are listed first.

Resending or dismissing a notification​

Each Job Notifications row has two buttons:

  • Notify — after you confirm, sends an updated notification to the customer on the same channel the original used (email or SMS). Other flagged notices on that job to the same email address or phone number clear too, without a second message. Notices sent by automated or manual call can't be resent from here.
  • Dismiss — after you confirm, clears the flag without notifying the customer.

Why do several flagged notices clear after one Send or Notify?​

An updated notice to one email address or phone number covers the other flagged notices for that job sent to the same address on the same channel. Pulse records it against those notices so they clear when the schedule refreshes, without sending another message. A failed send leaves their flags in place. (Pulse reference D-81)

When Notify or Send doesn't send the customer anything​

If Pulse can't send the updated notification, Notify (and Send on a Pulse card) shows the reason instead of a success message, and the customer gets nothing:

  • A notification was sent to this contact less than 5 minutes ago. Wait a few minutes, then try again.
  • The contact has no email address or phone number on file.
  • The contact has unsubscribed from notifications.
  • The original notice was an automated or manual call, which can't be resent from Pulse.
  • The Schedule Change Notification (Resend) automation is turned off. Turn it on in Automations to send updated notifications.

Why won't Pulse resend to an unsubscribed contact?​

Pulse refuses the resend and shows an error. It keeps the contact's unsubscribe choice even when an earlier notification for that job is flagged. (Pulse reference D-80)

Notify and Dismiss are checked separately. Notify appears only if your role can send daily customer notifications, and Dismiss appears only if your role can dismiss them, so you may see one without the other. Both buttons also require your company to have the Send Schedule Change Notification and Daily Notifications Report features turned on.

Resolving Flags​

Click any flagged job to open its Job Detail drawer, then fix the cause:

  • Time preference — change the scheduled time so it falls inside the customer's preferred window (or outside the window they asked to avoid).
  • Technician preference — change the assigned team so the required or preferred technician is on the job, or the avoided one is not.
  • Outside notification window — send the updated notice (Pulse mode: Send or Draft on a card whose main alert is Outside Window; Classic mode: Notify), or dismiss the flag if the customer already knows.

The flag clears once the schedule data refreshes after your change.

Tips​

  • Check the sidebar after moving jobs. Rescheduling a job after its arrival notice went out is the most common reason for an Outside Window flag.
  • Start with required preferences. A required or avoided technician, or an avoid time window, is a harder constraint than a "prefers".

Troubleshooting​

A job I expected to see is not flagged​

Closed, in-progress, and completed jobs are never flagged. Jobs on the Not Scheduled team are skipped unless your branch includes them (in Pulse mode, that also requires Schedule Monitor). If schedule filters are active, only alerts for the jobs you are showing are listed — clear the filters to see everything.

After you move a job, the sidebar and the Flagged Jobs count update on their own once the schedule refreshes. You don't need to reload the page.

I don't see Notify or Dismiss in the Classic panel​

Notify needs permission to send daily customer notifications, and Dismiss needs permission to dismiss them; your role may have one but not the other. Both also need the Send Schedule Change Notification and Daily Notifications Report features turned on for your company. Ask an administrator.

The Send button is missing, greyed out, or nothing happens​

Send appears only if your role can send daily customer notifications and your company has both the Send Schedule Change Notification and Daily Notifications Report features turned on; Draft is still available without them. Send is disabled while a notice is being sent, to prevent a duplicate. If sending fails, an error message explains why (see When Notify or Send doesn't send the customer anything). Use Draft to send the message yourself through Pulse Connect.