Accept, Decline, or Pend Bookings on Behalf of Fieldworkers

OctopusPro lets authorised office staff step in when a booking request needs to be accepted, declined, or moved back to pending on behalf of a fieldworker – handy when a fieldworker is offline, a deadline is looming, or a dispatcher must override a response. Centralised control like this is common across leading field-service platforms because it keeps schedules accurate, prevents customer delays, and preserves an auditable trail of who made each decision.

Admin override at a glance

• Accept, decline, or pend any appointment without logging in as the fieldworker.
• Role-based permission ensures only trusted users see the override buttons.
• Activity log stamps the admin’s name, time, and action for compliance audits.

Prerequisites & permissions

1. Navigate Settings › Users › Roles and tick “Accept/Decline on behalf of fieldworker” for the required role.
2. Save; changes apply instantly to web and mobile.
3. Only users with this flag will see the Accept / Decline / Convert to Pending icons inside a booking.
   

Accepting a booking on behalf of a fieldworker

1. Bookings › Upcoming / Past / All – open the job card.
2. In the Services & Appointments panel, choose the appointment row(s).
3. Click Accept All (or tick selected rows → Save).

   

4. Status changes to Confirmed; the fieldworker and customer receive the usual confirmation notifications.

Declining on behalf of a fieldworker

1. Follow steps 1-2 above.
2. Choose Decline All (or pick individual rows → Save).

   

3. The booking moves to Declined for that fieldworker; dispatch can reassign instantly.

   

Converting back to pending

1. Open the same Services & Appointments panel.
2. Select the accepted or declined rows.

   

3. Hit Convert to Pending → Save.

   

4. The request returns to the fieldworker’s mobile inbox for normal action, keeping the audit chain intact.

When to use each action

Situation	Admin action	Benefit
Fieldworker unreachable & urgent job	Accept	Locks in service time, avoids customer churn.
Double-booked fieldworker	Decline	Frees slot for reassignment; prevents no-show.
Customer changes mind post-acceptance	Convert to Pending	Lets fieldworker re-confirm with updated info.

Operational benefits

• Fewer missed SLAs – dispatchers can rescue stalled requests in seconds.
• Clear accountability – every override is logged in the booking history, satisfying audit needs.
• Happier customers – faster confirmations mean shorter wait times and higher first-time-fix rates.

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