Restrict Fieldworker Communication with Customers Prior to Booking Start Time

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Restrict Fieldworker Communication with Customers Prior to Booking Start Time

Some service businesses prefer to control when technicians (fieldworkers/subcontractors) can contact customers—especially before the job starts. This helps prevent issues such as:

  • Unapproved rescheduling or changes without office visibility
  • Mixed messaging (customers receiving different instructions from different people)
  • Side-deals / job poaching (fieldworkers offering services directly)
  • Reduced oversight when communication isn’t tied to the booking record

OctopusPro includes a Fieldworker Permissions flag that lets you restrict direct customer communication prior to the booking start time, while still allowing controlled communication through the Booking Discussion Board (so admin users can monitor everything).

Fieldworker pre-booking customer communication control diagram

Table of contents

Introduction (overview)

When this restriction is enabled, fieldworkers are typically limited to contacting the customer from the booking start date/time onward (until the booking is completed), except in specific situations.

Important: This restriction does not control whether customer contact details (phone/email) are visible to the fieldworker. Contact detail visibility is controlled by a separate permission in your fieldworker access settings.

How the feature works (rules & exceptions)

This setting is designed to help you balance control with service quality. If fieldworkers can’t contact customers before the booking starts, they may need an alternative way to ask questions or confirm important details—this is where the Booking Discussion Board becomes essential.

What OctopusPro does when the restriction is enabled:

  • Fieldworkers are restricted from contacting customers prior to the booking start time (commonly affecting email and SMS actions from the Fieldworker App).
  • Instead, fieldworkers can communicate through the Booking Discussion Board, where:
    • Messages can trigger email/SMS notifications to the customer (based on your settings)
    • Customers can reply
    • Admin users can monitor the entire conversation

Common exceptions (examples):

  • Fieldworkers may still be able to contact the customer before pressing “ON THE WAY” in urgent cases (e.g., urgent checks/questions required for job completion).
  • If the booking remains IN PROGRESS due to certain circumstances, such as:
    • Open invoice attached to the booking
    • Unresolved complaint/issue associated with the booking
  • Direct pre-start communication may be enabled when the customer was added directly by the fieldworker, or based on specific booking circumstances.

Bottom line: Every company’s policy differs. Use this setting in the way that aligns with your workflow, service standards, and customer expectations.

Enable/disable the restriction (admin setup)

To allow or restrict fieldworker communication with customers prior to the booking start time:

  1. Log in as an Admin (or a user with access to settings).
  2. Go to Settings → General Settings → Fieldworker Permissions.
  3. Scroll to the flag: Restrict Fieldworker Communication with Customers Prior to Booking Start Time.
  4. Toggle it ON or OFF, then Save.

Restrict Fieldworker Communication with Customers Prior to Booking Start Time toggle

Learn more about managing technician access here: Fieldworker Permissions & Access Control.

Notify admins when a fieldworker attempts customer contact

If you want full oversight, you can enable a notification that alerts admin users when a fieldworker attempts to contact a customer while the restriction is active.

  1. Log in as an Admin.
  2. Open the Notifications Center (top-right).
  3. Enable: Notify admin when fieldworker tries to contact customer.

Enable admin notification when fieldworker tries to contact customer

Example notification:

Example admin notification: fieldworker attempted to contact customer

What happens when a fieldworker tries to contact a customer before start time?

When the restriction is enabled, fieldworkers will be blocked from customer contact actions before the booking start date/time (subject to exceptions). If they attempt to contact the customer, they will see a message prompting them to use the booking discussion board instead.

Fieldworker app message: communication restricted until booking start date; use discussion board

Recommended alternative: Use the Booking Discussion Board so communication stays tied to the booking record and admin users can monitor the interaction. Learn more here: Real-Time Discussion Board for Bookings, Quotes, Invoices, Inquiries & Issues.

Field Service Discussion Board

Benefits & drawbacks (when to use this)

Potential benefits of restricting communication before the booking start
  • Better control over customer messaging and scheduling decisions
  • Fewer misunderstandings and less conflicting information
  • Reduced risk of side-deals or fieldworkers competing for work
  • Improved professionalism and consistency in customer experience
  • More visibility by keeping communication inside the booking record (via discussions)
Potential drawbacks of restricting communication before the booking start
  • Fieldworkers may be unable to collect pre-visit details quickly (access instructions, parking, gate codes, site constraints, etc.) if your team doesn’t use the discussion board effectively.
  • Some customers may prefer direct technician contact to build rapport or clarify details.
  • Restricting direct contact can slow down feedback collection unless you provide a clear alternative process (discussion board + office follow-up).

Risks of allowing direct contact before booking start

If fieldworkers communicate directly with customers before the booking start time (without oversight), issues can arise such as:

  • Fieldworkers bypassing the office and offering services directly
  • Schedule changes made without checking company availability
  • Important booking details being communicated outside the booking record
  • Misunderstandings that affect service quality and customer satisfaction
  • Greater reputational risk when messaging isn’t consistent

Best practices (recommended setup)

  • Make the Discussion Board the default: Train fieldworkers to post pre-start questions there so the office stays informed.
  • Set customer expectations: Let customers know job-related messages may come via OctopusPro notifications tied to their booking.
  • Keep access fast: If you restrict pre-start direct contact, ensure office users respond promptly to discussion board messages.
  • Review contact visibility separately: Decide whether fieldworkers should see customer phone/email at all (separate permission).
  • Align with your portal settings: If customers can contact staff/fieldworkers via the portal, review portal flags and visibility rules: Customer Portal Flags & Permissions.

Troubleshooting

Fieldworker says they can’t contact the customer
  • Confirm the restriction flag is enabled under Settings → General Settings → Fieldworker Permissions.
  • Check the booking start date/time (and time zone).
  • Consider whether the booking qualifies for an exception (e.g., urgent checks, booking still “IN PROGRESS” due to open invoice/issue).
  • Confirm fieldworkers are using the Booking Discussion Board for pre-start communication.
Fieldworker can’t send SMS (in general)
Admins are not receiving “attempted contact” alerts
  • Ensure the notification flag is enabled in the Notifications Center: Notify admin when fieldworker tries to contact customer.
  • Confirm the admin user is logged in with a role that can receive notifications and has notifications enabled in their account preferences.
Can fieldworkers communicate with customers before the booking start date while still following restrictions?

Yes. To balance control and service quality, use the Booking Discussion Board. It can send email/SMS notifications to the customer, customers can reply, and admins can monitor the full interaction.

Can customers reply to fieldworker messages on the discussion board?

Yes. Customers can respond directly to discussion messages, and fieldworkers can be notified through the app.

Does this setting hide customer phone/email from fieldworkers?

No. Customer contact visibility is controlled by a separate permission in your fieldworker access settings.

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