Frequently Asked Questions

Frequently asked questions

General FAQs

What is OctopusPro?

OctopusPro service management software is an integrated online solution for all service based businesses of all sizes, with a built in CRM and connectivity and integration with leading payment gateways and accounting systems.

Who is OctopusPro for?

OctopusPro is designed as the ideal management tool for all mobile or field services, from cleaning, to gardening, mowing, locksmiths, pool care, plumbing, antennas, dog washing, baby sitting, car detailing, removals, skip bins, private tutoring, security, painting, tiling, heating & cooling, solar system installations, pest control, or whatever it may be that your business offers as a service to it’s clients. OctopusPro is also ideal for real estate agents & builders to manage fieldworkers that work on properties they manage.

Why OctopusPro?

OctopusPro mobile and cloud-based field service management software seamlessly organizes all your bookings, scheduling and invoicing in real-time, will help your business achieve optimal performance, improve customer satisfaction and reduce costs.

Key OctopusPro Features

● Lead Management
● Built in CRM
● Quote/Estimate Management
● Booking Management
● Invoice Management
● Complaint Management
● Scheduling & Dispatching
● Automated Invoice Reminders
● Automated Quote Reminders
● Customer Self Service
● Customer Signup/Login
● Integrated Mobile App
● Signature Capture
● Customer Calling & Messaging
● Staff & Customer Notifications and Alerts
● GPS Tracking
● Camera Integration
● Customized Checklists
● Inventory Management
● Automatic Job Assignment
● Feedback Management & Customer Reviews
● Progress Reports & Analytics
● Notifications and Reminders
● App Supports Offline Access for Fieldworkers
● App for Admin and Office users
● Available on Desktop, laptop, tablet & smartphone (iOS & Android)
● Dedicated support team.

Is it easy to set up?

OctopusPro is very easy to set up. It takes only a few minutes to add your basic information and there is little technical knowledge required.

24/7 chat and email support is available as part of the Established and Corporate plans. We also offer paid support packages through https://success.octopuspro.com if you prefer to pay one of our customer success agents to setup your account on your behalf or need help with training.

Is OctopusPro cloud-based?

Yes, our software is completely cloud-based meaning you can run it from any internet enabled computer or mobile device.

Is my data stored securely?

Absolutely. OctopusPro is developed in accordance with best practices for building secure web applications. We employ the latest technology and hardware to ensure that your data is secure.

Is OctopusPro available for international companies?

OctopusPro is available in all locations and functions across multiple regions.

Is OctopusPro available in the US, UK, South Africa, Australia, New Zealand, UAE, Malaysia, Germany and other countries?

Certainly, OctopusPro is available for all countries without exception, including the UK, US, South Africa, Australia, New Zealand, Singapore, Malaysia, UAE, Germany, the Netherlands and all other countries.

Does OctopusPro function in any time zone?

Yes, the correct time zone is added when creating a new OctopusPro account.

  1. Go to www.octopuspro.com
  2. Select Sign Up Now
  3. Complete the required fields
  4. Select Submit

The OctopusPro support team will send you an email containing a link required to activate your account. Simply follow the onscreen instructions and log-in to your account using your username and password.

Once your account has been verified, you can start to personalize your settings.

Complete the checklist on your screen to add your required company information (including time zone). Include which locations your business operates, add your first service(s), complete your user information, include your workforce and then create your first inquiry or booking! You can edit this information at any time through Settings.

New bookings will be set to the default time zone. If a fieldworker chooses a  different time zone, their bookings will be set to that time.

Do you provide support?

Our support team will assist you no matter which subscription plan you choose.

24/7 chat and email support is available as part of the Established and Corporate plans. We also offer paid support packages through https://success.octopuspro.com if you prefer to pay one of our customer success agents to setup your account on your behalf.

Can I login to OctopusPro using a mobile device?

Fieldworkers and office/admin users with an OctopusPro account are able to login from mobile devices using the OctopusPro app. Fieldworkers and admin users get a complete different app interface when logging into the app.

How do I log into the OctopusPro app?

All fieldworkers and office/admin users with an OctopusPro account are able to login from mobile devices using the OctopusPro app. Fieldworkers and admin users get a complete different app interface when logging into the app.

How is a user defined in OctopusPro? Which users do I pay for?

Your account will be charged for your office users and fieldworkers only, not for your customer. Your customers can signup and login to their accounts, but you do not get charged for them as users and they are not calculated into the user count under your billing, you can add an unlimited number of customers for free.

Can I add more than one admin user?

Yes, if you select either the Established or Corporate plan, you can add an unlimited amount of admin accounts.

When initially setting up your OctopusPro account, the system will create one admin who is then able to create further admin accounts.

To create a new admin account:

  1. Select Settings in the side menu
  2. Go to User Settings
  3. Select Users
  4. Select New User
  5. Select Account Admin under Roles

Can I edit my OctopusPro account information?

To edit your account information:

  1. Select your Username in the side menu
  2. Go to My Account
  3. Select Edit (must be logged in as admin)

To edit customer information:

  1. Select All Customers in the side menu
  2. Select the Edit Icon beside the customer name

Which industries use OctopusPro?

OctopusPro is used by professionals across all industries such as:

– Mobile Mechanics

– Security Door Installation Services

– Solar Panel Installation

– Digging Services

– Security & Protective Services

– Commercial Painting Services

– Swimming & Sports

– Property Conveyancing

– Book Keeping & Accounts

– Personal Training & Fitness

– Carpentry & Handywork

– Skip Bins & Rubbish Removal

– Car Washing & Auto Detailing

– Asbestos Removal

– Pool Cleaning & Maintenance

– Tile Cleaning

– Tiling & Grout Repair Service

– Window Washing

– Plumbing & House Fitting

– Lawn Mowing & Garden Care

– Building Maintenance

– Dog Walking Service Management

– Termite & Pest Control

– Antenna Installation

– Catering & Food Delivery

– Carpet Cleaning & Home Care

– Babysitting & Child Care

– Tutoring & Private Lessons

– Emergency & Mobile Locksmith

Will I lose my license after phone reset?

No, you won’t lose your licence after the phone reset.

Can I use the app for multiple businesses at once?

Yes, you can use the app for multiple business accounts and switch between them easily through the app and through your web admin portal. In the admin portal you will see a red button in the top bar that allows you to switch between different business accounts when clicked, in the app press on the three dots in the top right corner and then press on Switch Company.

Can an admin also be a fieldworker or will there need to be two users?

The admin and fieldworker users have two different user roles with access to different features and functionality, only the calendar of your fieldworkers will be taken into account when checking availability for your bookings. The general fieldworker user is the default user that comes with your account which can’t be deleted, the email address for the general fieldworker must always remain as your main business email address which you use to contact your customers.

The way the general fieldworker calendar is used depends on the size of your team.
If you are an owner operator and you are the only worker in your business, and you do your own admin work and perform your own bookings, then your general fieldworker will be used as your own calendar and should reflect your own availability. When you need to access the fieldworker app to perform fieldworker duties like sending on the way messages to customers and checking in and out of jobs, you can switch between admin and fieldworker roles easily through the app by clicking on the top right corner dots in the app and pressing the switch user link, you can also select between them when logging into your account. If you have someone else in your team performing the bookings, you must add them as an additional user instead of getting them to login as your general fieldworker, as you probably don’t want them to have access to your customers, quotes, invoices, payments and everything else that might not be related to their work.
If you run a team of fieldworkers, then your general fieldworker calendar acts as the default calendar for all bookings and quotes that are not assigned to a specific fieldworker. You only need to login as an admin in this case and probably don’t need to login to the app as a general fieldworker, as this user will only be used as your default business calendar in this situation.

Which payment plans are available?

There are three plans available for OctopusPro.

Starter: For owner operators only. The maximum users for the starter plan are 2 (1 admin and 1 fieldworkers).

Established: Unlimited users, $5 per field worker user and $50 per admin user per month billed annually, or $6 per field worker user and $60 per admin user per month billed monthly

Corporate: Unlimited users, same pricing for users as in Established plan. Includes also a branded customer-facing app. To discuss app development pricing please contact us at support@octopuspro.com

Is OctopusPro capable of handling projects not just one off visits?

OctopusPro is capable of handling projects that require multiple visits by different fieldworkers in the form of bookings. You can add multiple services to a booking, assign multiple dates for each service, and assign different fieldworkers to different services within the same booking. You will be able to manage the cost and billing of each service as well as payment to fieldworkers easily from under your booking and payment reports.

How many devices can the office/admin be logged into simultaneously?

There is no limit to the number of devices any user can log into simultaneously using the same user account, so it’s basically unlimited. This includes your fieldworkers and office/admin users.

How many devices can my fieldworkers be logged into simultaneously?

There is no limit to the number of devices any user can log into simultaneously using the same user account, so it’s basically unlimited. This includes your fieldworkers and office/admin users.

Is OctopusPro available in languages other than English? Like Spanish, German or French?

OctopusPro is working on supporting as many languages as possible, and currently has parts of the platform available in multiple languages, summarised as below:

  • The OctopusPro app for your fieldworkers can be translated to any language using a language file.
  • The OctopusPro customer portal for your customers can also be translated to any language using the same language file.
  • The branded app which is available under the corporate plan for your customers and fieldworkers can be translated to any language.
  • The admin/office portal is currently only available in English and is scheduled to be multilingual by January 2021.

So basically all your customer and fieldworker facing OctopusPro apps and web portals can be multilingual. 

Administration, which is not accessible/viewable by customers or fieldworkers is exclusively English until 2021. Translations are not currently available for all languages so if your language is not currently available please speak to our support and they can help speed up the process.

Do I get charged for inactive users?

When a user is inactive you won’t be able to assign them quotes or bookings. However, your inactive users can still login to their accounts for various reasons like for setting up their accounts when getting started with your business or when you still want to give them access to their billing history which they might require for taxation right after terminating the agreement with your business, or when you want to keep a record of their history and statistics for any other reason. Therefore all your users are calculated into your subscription fees, including inactive users.

If you are under the Established plan and get charged per user, then you have to ‘Delete’ your inactive users in order to adjust your subscription charges and not get charged for them. If you have a large number of inactive users and want to keep their history and data for statistics, logs and other purposes without paying additional per user charges you can always upgrade to the unlimited users plan.

OctopusPro’s unlimited and corporate plans don’t get billed per user as they have access to unlimited users, so if you have a large number of fieldworkers you should always consider upgrading to our unlimited plan.

How do I upgrade my plan from a free trial to a paid plan?

To upgrade your plan please click on the Subscription link in your left menu to go to your subscription page, then press on the Enter billing details button to enter your billing details. Your card will be charged once your trial is over or once you activate one of the paid services like a digital phone number or custom email authentication.

I am an owner operator and want to sign up for the starter plan with one admin and one fieldworker. In the future when I need more field workers, what should I do?

OctopusPro is suitable for businesses of all sizes, from owner operators to large nationwide businesses with thousands of fieldworkers operating in different locations. In the future when you need to add more fieldworkers your plan type will automatically change and you will be charged for the additional users based on the pricing published on our website.

Features FAQs

How do I switch between admin user and general fieldworker in the app?

When you enter your login details in the app, it logs you in depending on the role of the user, if the user is admin, it directs you to the admin app, if fieldworker, it directs you to the fieldworker view.

If you have an admin user and a general fieldworker user using the same email address and same password, they will be prompted to select between them upon login, they can also switch between them easily in the app without having to login/logout. Once the password or email are changed for any of these users you will stop being prompted to select between them when logging in.

To switch between users that have the same email and password, click on the three dots in the top right corner in the app and press on switch user. This will allow you to switch between the admin and general fieldworker, as long as they both have the same login details.

Does OctopusPro allow me to create estimates on jobs, materials, labor, ect?

OctopusPro allows you to create and send quotes that calculate for the cost of services, labour and products/materials required for the job. You can add products to your products list and add them with your services. You can also decide wether you want to display or hide the cost breakdown of labour and products or you want to hide the cost of products from your customers.

Can estimates, bookings and invoices be created everywhere, including on site and sent via email and text?

Certainly, all your office users and fieldworkers can create estimates, bookings and invoices from their phone or tablet using the app, or through a desktop computer using our web portal. They can also send them to your customers via email or SMS. You can edit your fieldworker permissions from under your settings to disable any of these features for your fieldworkers.

Can I create custom forms and checklists for workers?

OctopusPro allows you to create custom forms and checklists for your office users, fieldworkers, and customers. You can choose when exactly to display these forms and who can see them, and select from a number of field types including date picker, time picker, text box, text field, (+/-) button, toggle, dropdown, radio button, button group, list and checkbox. You can also assign different forms to different services, and to different booking statuses.

You can create different forms for your fieldworkers to be displayed at different occasions like when they check in a job (start a job), during a job, or when they check out a job (finish a job). To follow up with your fieldworkers during their jobs, you can set forms for every booking status, so when your fieldworkers change a booking from one status to another, a form of questions appear for them to ask them about their job at this specific status of this booking. You can also create forms to appear in all bookings (always displayed), so your fieldworkers can answer in every booking of theirs.

Can I create custom forms and checklists for customers?

OctopusPro enables the creation of checklists that can be used for collecting information from customers, fieldworkers or office staff. You can build forms that collect required information from customers when placing a booking, or you can build job completion checklists for your fieldworkers to complete onsite to ensure they have completed all their required work and that your defined business processes are being followed, ensuring nothing is neglected, and that your business stays compliant with regulations. You can also easily send completed forms and checklists to your customers or other parties following site visit or job completion, your fieldworkers can also send them directly from the app if given permission.

You can choose when exactly to display these forms and who can see them, and select from a number of field types including date picker, time picker, text box, text field, (+/-) button, toggle, dropdown, radio button, button group, list and checkbox. You can also assign different forms to different services, and to different booking statuses.

You can create different forms for your fieldworkers to be displayed at different occasions like when they check in a job (start a job), during a job, or when they check out a job (finish a job). To follow up with your fieldworkers during their jobs, you can set forms for every booking status, so when your fieldworkers change a booking from one status to another, a form of questions appear for them to ask them about their job at this specific status of this booking. You can also create forms to appear in all bookings (always displayed), so your fieldworkers can answer in every booking of theirs.

The forms and checklists feature is similar to the custom fields feature, but it’s used for different purposes so it’s important to understand the differences between them. Custom fields, which are located under service settings, are used for the questions you ask your customers about the service they require when making the booking.

While forms and checklists are used for the questions you ask your customers or fieldworkers to complete after the job has started or when the job has been completed. Custom fields can affect service pricing and availability and can show as part of the invoice breakdown, while Forms and checklists don’t affect service or availability and are not part of the invoice breakdown.

Forms are related to the overall booking even when they linked to a service (so it will show once per booking even if linked to a service that is added multiple times in the booking), while custom fields are related to individual services and will show for each service, even if it’s repeated in the same booking, so if the service is added multiple times they need to be filled each time. You can also use the forms and checklists feature to display more questions to your customer while making a booking, the questions should be related to the booking overall rather than a specific service.

You can set your form and checklist to display to your customers when making a booking in the customer portal by making sure the form is visible to customers under the visibility option, and selecting “Always displayed” under the “when to display” options. This can be very generic questions that you want to ask your customers when making the booking, like “Have you ever used a mobile massage service before?”. You can also setup customer satisfaction surveys with questions relevant to the service provided. You can automate the survey to be sent to your customers once a booking is complete and paid. This is different to the star rating feature as it allows you to include more detailed specific questions and options rather than a simple star rating. You can use the information you gather to improve your services and operations.

Can I add images and videos to OctopusPro?

OctopusPro allows you to add photos and videos to your services, categories and custom fields to use for marketing purposes, the photos will display in your customer portal and can also be sent with quote and booking emails.

Your customers can also upload photos to their inquiries, quotes, bookings, invoices and complaints, and you will be notified when this happens.

Your fieldworkers can also take before and after photos which will also upload into the booking card automatically. Images can be added to any quote, booking, invoice or complaint.

To add photos ton inquiry, quote, booking, invoice or complaint using the admin portal, go to the relevant page and press Add Photos.

To add photos as a fieldworker from a mobile device, go to the relevant booking and select PHOTOS and then +add  to add a photo.

Is there a limit to the number of photos you can upload to a booking, estimate, inquiry or invoice?

There is no limit to the number of photos you can upload to any item including bookings, estimates, inquiries, invoices or complaints.

Does OctopusPro provide a POS system?

The field management software integrates the latest technologies including all POS functionality and much more. OctopusPro applies POS functionalities such as payment collection, receipts via SMS and email, customer and sales data analysis, invoicing and fieldworker management.

Does OctopusPro have worker GPS tracking & check in and out?

Yes, your workers can only check in and out a job if their GPS location is within 100 meters from the booking address.

Due to legal matters, it is not permitted to track workers’ location unless they have indicated they are on their way to a job or are on site.

The OctopusPro Corporate plan features a live map for admins to get a view of all active workers on a map.

Can I have a branded customer-facing app?

Yes, by opting for OctopusPro’s Corporate plan, you can gain visibility in front of millions of potential customers and reap the benefits of listing an app under your business name in the App Store and Google Play Store.

Your customers are able to download the app to get quotes, make bookings and communicate with your workers.

Become the go-to app for your industry without the need to be an app expert – we will manage the whole process from start to finish for you.

Contact us now a support@octopuspro.com to learn more about the opportunity.

Read more about the Branded App

Can I import my data from another software product?

Yes, you can import your customer base.

1. Go to the Import Data section under your Company Settings
2. Click on the ‘Import Customers’ button
3. Download the Customer Import Template
4. Open the file in Google Drive, fill in the information
5. Upload the file on the Import Data page to import

Can I generate timesheets for my fieldworkers?

With the OctopusPro app you can now track the hours worked by all your fieldworkers, including their check in, checkout and travel time. The app records the start and finish times of all your workers, and doing this will prevent any timesheet frauds that may arise. Using the app you can get a more precise time of your workers hours. The weekly hours will be automatically generated when your workers check in and out of a job. This ensures everyone in your workforce is following all procedures and avoids any confusion in regards to their pay. OctopusPro helps you provide historical proof of service and eliminate time sheet fraud and ensure to keep a copy of all work hours, payee cheques and invoices on file. Making it straightforward to access and send copies at all times.

Are all OctopusPro features available in offline mode on mobile devices?

You can view your bookings and bookings list while offline but will be unable to accept or reject bookings, estimates, complaints, invoices and reports as they will not update system wide until online.

The messaging and payments system will require an internet connection and payment statements will be unavailable offline.

Events can be added in offline mode and you can browse your dashboard bookings as well as search through the app. You can also edit bookings and use the ‘todays jobs’ process. Images can also be uploaded while offline and stored on your device until a connection is reestablished.

Can I run multiple trading names under one company account?

OctopusPro allows you to operate under multiple trading names within one OctopusPro account. If your business operates under more than one trading name, you can add all information related to your trading names including logos and branding information from under your trading names settings page, under company settings.

Can I send emails to my customers asking them to rate and review their bookings?

There is an automated background process in your account settings that, when activated, emails your customers after their bookings have been completed asking them to rate and review their bookings. The template for this email contains links to the internal review and rating system and the review is only visible to your office users, customer and fieldworker rated. You can modify the email template used for this automated process and add your google review link, or you can create a new email template just for Google reviews. You can keep the internal rating system and the Google ratings running simultaneously, or you can disable the internal review system by disabling the Request Rating From Customer automated process from under your Settings > Communications > Automations and replacing it with Google reviews.

Does OctopusPro accept cryptocurrencies such as bitcoin?

Not just yet. In the near future, OctopusPro will accept cryptocurrency payments.

Can I add products to my services and sell products to my customers?

If your business sells products as a part of services, you can allow your users to add products to the added services when creating a new booking by activating the related flag from under your Settings > Services Settings > Products. You can also allow fieldworkers to add products used when completing jobs. You can also make your products visible to your customers in your emails and attachments, as well as in your Branded App.

You can manage your products list and make products easier to find by linking your products with your services. Your products list helps you control your product related costs quality control as you know which products were used as part of each service.  The products added will affect the service price according to the cost and markup set for the product.

You can also add extra marketing information and material to your products and attach images and PDF documents that can be shared with your customers, this information can be displayed in your quote/booking/invoice emails, as well as for your customers when placing a booking in the customer portal..

Can I create mailing lists for my customers?

You can create mailing lists for your customers and filter them based on labels, location, services and other filters. You can integrate your account with your MailChimp account and keep your mailing lists in sync.

Can I collect customer feedback and job ratings?

OctopusPro has a built in feedback and rating system designed to help your business collect feedback from clients regarding the services provided. This is done through an automated background process that can be activated from within your account settings. When activated, feedback emails will be automatically sent to your customers after their booking has been completed inviting them to rate and review the service provided. The standard template for the feedback email contains links to the OctopusPro review and rating system which can be customised with the criteria and questions that relate to your business and services, and fully whitelabeled with your business branding and URL.

Customer feedback gives you insight that helps you make better business decisions, and collecting customer feedback is crucial in managing customer satisfaction, customer retention and loyalty, improving products and services, and improving fieldworker performance. If you do not attempt to find out what your clients actually think about your service, you will never be able to give them the best customer experience. Their opinions about the experience they had with your brand is helpful information that you can use to improve your business.

Successful business owners gather and manage distinct kinds of data that helps them develop future strategies, only in this way they are able to adjust their products and services to perfectly fit customer needs. Customer feedback is one of the most reliable sources for tangible data that can be used in making business decisions. Customer insights will help you understand your clients needs more profoundly.

If you don’t want to run the internal feedback and ratings system and send our feedback request emails you can disable it by deactivating the Request Rating From Customer automated procedure from your automations settings page.
Settings > Communications > Automations.

Can my customers rate and review their bookings and leave feedback?

OctopusPro has a built in feedback and rating system designed to help your business collect feedback from clients regarding the services provided. This is done through an automated background process that can be activated from within your account settings. When activated, feedback emails will be automatically sent to your customers after their booking has been completed inviting them to rate and review the service provided. The standard template for the feedback email contains links to the OctopusPro review and rating system which can be customised with the criteria and questions that relate to your business and services, and fully whitelabeled with your business branding and URL.

Do customer reviews affect my fieldworkers star ratings?

The star rating of your fieldworkers represents the average rating each of your fieldworkers received from their customers. Every time your customers rate a booking after completion through the OctopusPro feedback system, the star rating of the assigned fieldworkers will be affected by the rating received for the services they provided. You can also view the star rating at a tag level depending on the tags you have set up in your settings, e.g., Communications, Quality of Work, On Time.  The fieldworker average star rating which displays on their profile can be made public and shared with visitors on your customer portal.

Can I share ratings and reviews received with other customers?

Once a customer rates or reviews a booking in OctopusPro, your office will receive a notification and the review will be visible to all your office users and can be shared with your fieldworker. All reviews received remain private and won’t be public on your customer portal, you can however share positive reviews on your customer portal and make them public for your customers.

When you start receiving positive reviews from your customers, keep the momentum going by highlighting and sharing them so other customers are inspired to do the same. You can also share positive reviews on your brand’s social media channels to open up the option to your audience there and drive traffic to your customer portal.

Social proof is a powerful marketing tactic — meaning that, if customers see others like them sharing reviews, they’re more likely to do the same and follow the crowd. So make sure that, in addition to asking for new customer reviews, you’re promoting the positive ones you receive for promotion.

What is the difference between Google reviews and the OctopusPro ratings system?

Google reviews and other review websites are great for marketing your business and improving the visibility of your business on Google and search engines. You want to invite your happy customers to review you on Google, but you don’t want negative reviews going on Google. However, if you do not try to find out what your clients actually think about your service, you will never be able to give them the best customer experience.

OctopusPro’s rating and review system allows you to collect positive and negative reviews privately before these reviews go live on Google. You can then invite your happy customers to share their feedback on Google reviews, helping you improve your Google reviews and star rating, improve your business operations, increase customer satisfaction, and keep negative reviews away from being visible to others on the internet.

Do customer ratings and reviews from OctopusPro get forwarded to Google?

Customer ratings made through OctopusPro are private and are only visible to your office users, fieldworker and customer, but you can easily add your Google ratings link to your feedback email template so it’s sent out with the feedback request email. You can also create a new email template or canned response for Google reviews and keep the internal review system and Google reviews running simultaneously.

Can I integrate Google Reviews into my OctopusPro account?

You can modify the standard email template used to request customer feedback and add a link to your Google Reviews page.  You can also create a new email template or canned response for Google Reviews and keep them running simultaneously with the OctopusPro feedback system. Be sure to test all links once they are set up on both your phone and desktop computer to ensure accuracy and functionality.

Can I integrate Facebook reviews into my OctopusPro account?

You can modify the standard email template used to request customer feedback and add a link to your Facebook Reviews page. This works well as it brings the visitor directly to your Facebook Reviews Tab where they can leave a review. You can also create a new email template or canned response for Facebook reviews and keep them running simultaneously with the OctopusPro feedback system. Be sure to test all links once they are set up on both your phone and desktop computer to ensure accuracy and functionality.

Can I attach PDFs and other documents to inquiries, quotes, bookings, invoices and complaints?

You can attach PDFs to all your items including inquiries, estimates, bookings, invoices and complaints.

Can I set up my customers to receive SMS text updates when their fieldworkers are on their way?

There is a button that appears in the app to your fieldworkers on the day of the booking which they need to press to send the message to your customer. If you have shared your fieldworker GPS location with your customers they will be able to view the location of their fieldworkers on the map while waiting.

We service corporate customers that send their clients, so our fieldworkers are dispatched to the end customer location which is their customer, but we invoice the corporate customers who are our clients not the end customer who is their client. Can we have a parent-child relationship between them when it comes to invoicing?

You can create a parent-child by creating a customer property for sub-clients using the Customer Properties feature located under Settings > General Settings > Customer Properties, this allows you to store all the required details of the end customer without affecting the details of their parent customer who is your customer. All the sub-clients details will be stored in your customer’s profile and you will be able to select an existing sub-client or add a new one when making a booking or generating a quote for your customer. You can view the service history of each sub-client under your customer profile page, and you can display the customer property showing the sub-client on the invoice sent to your customer.

Can I allow double bookings?

OctopusPro doesn’t restrict your admin users from double booking any fieldworker calendar, although it does show them the availability of the time slot they are trying to book, however, it doesn’t stop them from adding another booking during the booked time frame, as admin users often need to do this temporarily while rescheduling bookings and reorganizing urgent bookings.

OctopusPro does prevent double booking from being created by your customers through the customer portal, if you prefer to allow double bookings through your customer portal you can disable the real time availability in your customer portal settings.

All our staff at the moment are performing multiple roles from fieldworker to sales. How should they be set up?

Any user that needs access to leads/inquiries and the ability to assign new bookings and your team’s bookings and calendar, needs to be set up as an admin user. If your staff are only creating bookings for themselves then they can be still set up as fieldworkers, as fieldworkers can create their own quotes, bookings and invoices. But if you want them to have access to the overall business calendar and the ability to assign bookings to others, then they will need to be set up as admin users.

If you want all your staff to be able to login as both admin and as fieldworkers, each with their own login so you can track the history and change log, then each of your staff will need to create two users, an admin and a fieldworker.

If you are worried about the cost of the OctopusPro subscription due to the increased number of users, you can always inquire about our unlimited plans.

What are the placeholders in the email and SMS templates and how are they used?

Placeholders, which you will find in your email and SMS templates, allow you to insert data elements into your templates in order to personalize your email and text messages in a way that your recipients are personally addressed without much writing effort, saving you time and allowing you to send automated personalised emails and text messages. Having personal references invokes the recipient’s attention making it sound less automated, and more human.

Using placeholders you can define sections in your templates that will be filled with content from the database when the template is rendered. You can add any existing placeholder into your template to personalize your outgoing emails and messages which can be sent either manually by your users or automatically through your active automated procedures.

I have referrer clients that send me jobs to book for their own clients, but their invoices will still be paid by the referrer/parent client. Can I send email and SMS communications like booking confirmations, reminders and notifications to their sub-customers that are receiving the services booked?

If you need to communicate directly with the sub-customers added to your client’s bookings, you can create new fields using the email and phone field types available in your customer properties settings to store their contact details. When the type of any field in your customer property settings is email or phone, it will be considered a contact field, and can be used in manual and automated email and SMS communications between you and your clients. You can set up sub-customers using customer properties through Settings > General Settings > Customer Properties

For example, if you have jobs booked through agencies, insurance companies, and other types of businesses where the actual work is booked for their clients which they pass onto you, and where you are required to send booking confirmations, reminders and notifications directly to their clients to keep them informed. In these cases, your customer would be the job referrer, like an agency or an insurance company, and the end customer that is receiving the booked services would be the sub-customer that is added through the customer properties feature.

You should ensure that you activate the related flag if you want to send email and SMS reminders and notifications to the contact details of sub-customers added through customer properties. The flag is available in your Settings > Communications > Automations.

Once the flag is enabled, you have the option of sending email and sms confirmations, reminders and notifications to your customers and their sub-customers, or sending email and sms reminders and notifications to the sub-customers only without sending a copy to the referring or parent customer.

If you want to display your sub-customer information in your emails and SMS messages, you can use their associated placeholders in your email and SMS templates for their information to be displayed. The placeholders should follow the following format

{Property Title_Field Label}

You must ensure that you write the property title and field label names correctly exactly as they show in your customer properties settings, with the exact capitalization, spaces and format used in your settings.

For example, if your customer property title is Sub Customer, and you want to display the Customer Name and Phone Number fields, which are both fields added in your customer property settings, you can display those fields in your email template by using the placeholder as below.

{Sub Customer_Customer Name}
{Sub Customer_Phone Number}

Another example, if your customer property title is Patient, and you want to display the Patient Name and Date of Birth fields, which are fields added in your customer property settings, you can display those fields in your email template by using the placeholder as below.

{Patient_Patient Name}
{Patient_Date of Birth}

Another example, if your customer property title is Student, and you want to display the Student Name and Grade fields, which are fields added in your customer property settings, you can display those fields in your email template by using the placeholder as below.

{Student_Student Name}
{Student_Grade}

Can I upload attachments like photos and PDF documents to share with my customers regarding their quotes and bookings?

There are various ways you can share files and attachments with your customers through OctopusPro. Your fieldworkers can upload before and after photos directly through the app or browser. Your admin and office users can also upload photos, documents and other attachments to share directly with your customers. Photos and documents can be added to any booking, quote, invoice, complaint or discussion and shared with your customers through your customer portal or branded app.

Your customers can also upload photos and PDF documents to their bookings through your customer portal from any desktop or mobile browser. You will receive a notification when any photos or documents are uploaded by your customers.

Can my customers sign and approve quotes, bookings and invoices through email?

Your customers can sign and approve quotes, bookings and invoices using the signature button/link that is added in your default email templates used for sending quotes and reminders to your customers. Once the button is pressed, a signature page will load in your customers browser to allow them to sign through their phone, tablet or computer. If you don’t want your customers to be able to sign documents you can simply remove the button link from your templates.

If you can’t find the signature button in your email template, you can simply copy the code line below and paste it in your template’s source code, you can also change the styling of the button and adjust it to suit your design requirements by adjusting the style parameters.

<a style=”color: white; background-color: limegreen; text-align: center; padding: 5px 14px; text-decoration: none; border-radius: 5px;” href=”{customer_signature_link}”>Click here to sign and approve this quote</a>Your fieldworkers can also take signatures from your customers directly through the app for their quotes, bookings or invoices when onsite with your customer, this can be done prior to a fieldworker commencing work to approve the quoted amount or work scope, or upon completion to approve the work completed.

Can my admin users and fieldworkers communicate and discuss jobs together through their accounts?

Your admin users can communicate with your fieldworkers and discuss their jobs through the discussion board available for each job. Your fieldworkers will receive push notifications in the app whenever discussions are added to their quotes, bookings, invoices or complaints, and can reply to discussions regarding any of these items directly through the app.

Your admin users will also receive notifications whenever your fieldworkers start discussions or reply to discussions regarding their jobs. Discussing jobs through the discussion board on their view pages keeps your discussions organized on a job level.

You can also have general discussions with your fieldworkers through their profiles, these discussions created through your fieldworker profiles will show up to your fieldworkers as general chat discussions and will not be linked to any specific jobs.

Customer Portal FAQs

What does the OctopusPro customer portal do?

Your OctopusPro customer portal enables customers to generate quotes, book your services, cancel and reschedule bookings, make payments, track bookings, sign for work, communicate with your office and fieldworkers, and rate their jobs once complete.

Your mobile friendly customer portal can be easily customized and even integrated directly with your current business website.  

OctopusPro makes it possible to receive inquiries and leads directly from your website, easily convert leads to quotes and bookings, invoice and take payments, track and pay fieldworkers, send notifications and messages to customers and fieldworkers, manage communications and job updates, manage feedback, and much more.

Potential new fieldworkers can also apply directly through your customer portal. The “new recruit” banner can be easily activated and customized in your customer portal settings. New recruits can create an account and profile, ready to be verified, screened and activated.

The OctopusPro customer portal can also display a list of your active fieldworkers. Customers can then view fieldworker locations using the integrated map feature to locate and book available fieldworkers in their area. You can decide whether to display fieldworker profiles, locations, names, contact information, address and other details. You can also allow customers to contact fieldworkers directly through their fieldworker profile. Your fieldworkers will receive an app notification and be able to respond instantly. All customer communication can be managed and monitored within your account. You can also enable customers to request a specific fieldworker; either directly through a fieldworkers profile, or they can choose from a list of available fieldworkers during the booking process.

Which type of business is the customer portal suitable for?

OctopusPro’s customer portal is widely used by businesses offering a wide range of services, this includes mobile services provided at your customer’s locations, or services provided at fixed business locations like a car wash, beauty salon or massage parlour, or virtual / online services provided through a voice or video call like online tutoring or personal training.
Industries that use OctopusPro include cleaning, gardening, mowing, locksmiths, pool care, plumbing, antennas, dog washing, babysitting, car detailing, removals, skip bins, private tutoring, security, painting, tiling, heating and cooling, solar system installations, pest control, or whatever it may be that your business offers as a service to its clients. Octopus Pro is also ideal for real estate agents and builders to manage contractors that work on properties they manage.

Can my customers book through my website?

You can embed a simple booking form on your website by integrating your website with OctopusPro, that is done through the OctopusPro customer portal which also allows your customers to create accounts and manage their own bookings.

This is available for all OctopusPro accounts, you’ll find the link under Settings > Communications > Customer Portal
You need to customise your customer portal by setting up your company branding and services provided.

A good example of a fully integrated customer portal is Zenin, a large Australian massage on demand business with over 600 therapists onboard. You can visit their website https://www.zenin.com.au and try to make a booking to see how it fully integrates with their website, the experience is smooth and seamless for their customers.

Their customers can inquire, book and pay for their services online, and therapists can sign up online and use the app to accept and manage their bookings, and get paid.

How do I integrate my customer portal with my website?

OctopusPro allows you to create Book Now and Gift Voucher buttons to use on your existing website to allow customers to book directly through your website. You can also embed a booking link and share it with your customers in emails and social media.

Booking link

A booking link is a simple link or url that you can share with customers online and doesn’t require an understanding of html. You can embed a booking link on your website to start the booking process in a new window. It can also be added to social media profiles like Facebook or Instagram, and to email campaigns and SMS messages. You can also attach the link to your own image or custom text on your website, if desired.

Book Now button

A book now button is a simple button that you can edit and style to suit your website and brand. When clicked, the button will start the booking process from within your website in a separate popup. You will need to be able to edit the html code of your website to add the button to the page.

Gift Voucher button

A gift voucher button is a simple button specific to gift vouchers that you can edit and style to suit your website and brand. When clicked, the button will allow your customers to purchase gift vouchers from within your website. You will need to be able to edit the html code of your website to add the button to the page.

How do I add the buttons to my website?

You can add a button to your website by copying the code that’s generated and pasting it into your website source code or editor where you want your button to appear on your site.

You can customise the default look and feel of your buttons from your customer portal settings, you can also manually modify the style through the code provided to you here, if you can deal with html.

Can I change the link URL to use my own website domain name?
 
You can fully white-label your customer portal URL to use your own domain name or subdomain instead of using the default subdomain booking.octopuspro.com, making the integration more seamless by keeping customers under your own website domain name. For the costs of customizing the URL please check the additional costs section on the pricing page https://www.octopuspro.com/pricing

You can also add links to the Login and Sign up pages to your website, as well as the link to your FAQs, privacy policy and terms and conditions. For an example of how to link your website with your customer portal please check https://www.zenin.com.au

You can add links in your website that point to different pages in your customer portal directly, for example, you can display or hide your fieldworkers list, your fieldworker profiles, your terms & conditions, privacy policy and “about us” pages. You can also display your “contact us” page and include an inquiry form to funnel leads directly into your OctopusPro account. Helpful FAQs can be displayed to customers to improve operations. FAQs can be edited in your communication settings, under Frequently Asked Questions.

Potential new fieldworkers can also apply directly through your customer portal. The “new recruit” banner can be easily activated and customized in your customer portal settings. New recruits can create an account and profile, ready to be verified, screened and activated. 

Note: You will need to have administrative access to your website to complete this process. If you don’t have access, or aren’t comfortable using your website editor, you can pass the code to your website developer/designer.

Can I integrate OctopusPro with my WordPress, Wix, Squarespace, Weebly, Webnode, Duda, Jimdo, Strikingly, Godaddy, Webs, Homestead or Webstarts website?

You can integrate OctopusPro’s customer portal with any website, including WordPress, Wix, Squarespace, Weebly, Webnode, Duda, Jimdo, Strikingly, Godaddy, Webs, Homestead, Webstarts or any website built using any website builder, you’ll find the integration instructions under the General Settings tab in your Customer Portal Settings.

If you already have a website you can simply integrate your website with your customer portal by linking them together. You can also edit the URL or your customer portal to use your own website domain name.

You can fully integrate the customer portal with any website without using any API and without any coding skills. You can add links to individual pages where you want them to appear on your site, for example, you can add the link to your customer portal login and sign up pages anywhere you want on your website header or footer. You can also add a book now or gift voucher button or link on your website, a book now button is a simple button that you can edit and style to suit your website and brand. When clicked, the button will start the booking process from within your website in a separate popup. A gift voucher button is a simple button specific to gift vouchers that you can edit and style to suit your website and brand. When clicked, the button will allow your customers to purchase gift vouchers from within your website.

You can fully white-label your customer portal url to have your own domain name www.yourdomain.com instead of using the default subdomain booking.octopuspro.com, making your business look more professional and keeping your customers under your own website domain name.

How do I change my customer portal URL to use my own website domain name?

If you decide to white-label the URL you must login to your domain host account and edit your DNS records for your domain. You must first decide whether you want to set your entire domain name to point to your customer portal, or whether you want to create a subdomain which points at your customer portal without affecting your website domain name itself.

If you decide to redirect your website domain name www.yourdomain.com to your customer portal, you must point the DNS records of your domain name to point to our server IP address 54.252.107.252.

If you decide to use a subdomain instead, like booking.yourdomain.com, or portal.yourdomain.com, your must create a subdomain with any keyword you choose, and simply set that to point to our server IP address 54.252.107.252.

If you don’t know how to edit your DNS records please contact your domain host or website administrator. An example of popular domain hosts are GoDaddy, Google Domains, Domain.com, Bluehost, HostGator, Namecheap, DreamHost, Shopify, BuyDomains.

You must inform us once this is complete so our engineers can configure your new portal URL on our servers before the changes can take effect. Please email support@octopuspro.com once this has been configured on your domain. There is an additional cost for using your own domain in your customer portal URL, charges can be found in the extra charges section in the pricing page help.octopuspro.com/pricing

Do I need to have my own website to use the customer portal?

Although its recommended that you do have your own website to integrate with your customer portal, you don’t necessarily need to have a website to use the customer portal, as you can use your customer portal as a stand alone website, eliminating the need of having to build a website if you don’t already have one. To use your customer portal as a website you should point your domain DNS records to look at the customer portal DNS records provided to you in your settings.

I provide services at my shop, can my customers book my services through my website?

OctopusPro allows your customers to book your services regardless of the location where the service will be provided, OctopusPro supports three main types of locations:
– Mobile locations services where you travel to your customers
– Fixed locations where your customers visit your business address like a shop or office
– Virtual locations or online meetings through a voice or video call

I provide services at my customer's locations, can my customers book my mobile services through my website?

OctopusPro allows your customers to book your services regardless of the location where the service will be provided, OctopusPro supports three main types of locations:
– Mobile locations services where you travel to your customers
– Fixed locations where your customers visit your business address like a shop or office
– Virtual locations or online meetings through a voice or video call

I provide virtual / online services through a voice or video call, can my customers book my mobile services through my website?

OctopusPro allows your customers to book your services regardless of the location where the service will be provided, OctopusPro supports three main types of locations:
– Mobile locations services where you travel to your customers
– Fixed locations where your customers visit your business address like a shop or office
– Virtual locations or online meetings through a voice or video call

How do I decide which locations my customers can book from and which areas not to allow bookings from?

OctopusPro allows you to activate your service coverage locations in order to prevent bookings from locations outside your service coverage area, this is especially helpful when the booking is being made by the customer through the customer portal. Your activated locations determine the cities and towns that, in which you are able to service customers, and enables customers to book your services from those areas.

How do I set which appointment times are available for my customers to schedule?

OctopusPro allows you to control the appointment time slots available for your customers by setting your standard business working hours on your general fieldworker profile, which is the core general fieldworker added by default when your account is created. The general fieldworker, which is a core user and can’t be deleted, acts as the main calendar for your office and is used to hold all unassigned quotes and bookings. You can edit your standard business hours from under Settings > General Settings > Working Hours

If real time availability is enabled in your account settings, OctopusPro will check through the working hours and calendar availability of each of your fieldworkers and will only allow your customers to place bookings for time slots where there is at least one matching fieldworker available. The time slots available will always be limited by the business working hours set in your general fieldworker profile. For example, if your business hours are 8:00am to 6:00pm, your customers won’t be able to schedule appointments for 8pm, even if you have fieldworkers available at that time.

Disabling the real time availability feature will allow your customers to double book your fieldworkers, so it’s important that you manually confirm and organize bookings if you have disabled this feature in your account.

How do the working hours set in my general fieldworker profile affect my business core availability?

The overall working hours of your business are determined by your general fieldworker’s calendar, which acts as your office main calendar and is used to hold all unassigned quotes and bookings. The working hours set in your general fieldworker’s profile will determine the time your customers can book your services for via your customer portal. OctopusPro doesn’t allow your customers to book appointments for times outside your set working hours.

If you have the real time availability feature enabled in your customer portal settings, OctopusPro will check the working hours and calendar availability of each of your fieldworkers and will only allow your customer to place bookings for time slots when there is at least one matching fieldworker available for the booking. For example, you can set your business hours to 8am – 5pm. You can also set your fieldworker’s hours to be a subset of your business hours. For example, Fieldworker A hours can be 8 am – 1 pm and Fieldworker B hours can be 11 am – 5 pm.

If you want to allow your customers to book appointments anytime regardless of the availability of your fieldworkers, you can disable the real time availability feature, which will allow your customers to schedule appointments anytime without taking the availability or the working hours of your fieldworkers into account. Customers will still be limited by your overall business working hours set in your general fieldworker profile.
Your admin/office users can schedule appointments outside your set business hours and are not restricted by the hours set in your general fieldworker profile or by the real availability of your fieldworkers. However, your customers will be restricted by your overall business hours set in your general fieldworker’s profile when making bookings through your customer portal. You can ignore the availability of your fieldworkers by disabling the real time availability setting which will allow your customers to book regardless whether there are fieldworkers available or not, but they will still be limited by your set business hours.

Does OctopusPro take the calendar availability of general fieldworker into consideration if real time availability is enabled?

If you are an owner operator and do not have any fieldworkers other than your general fieldworker, the availability of your general fieldworker will be taken into consideration if the real time availability feature is enabled as it will be considered your own availability. However, if you have other fieldworkers added, your general fieldworker will be ignored and will not be considered an available fieldworker when checking through your fieldworkers availability.

You can also set your time slot interval under your customer portal settings, which determine when clients are able to make bookings. For example, an interval of 30 minutes allows bookings at 1:00 p.m., 1:30 p.m., 2:30 p.m., and every 30-minute interval after that. Time slot intervals start at the earliest available time for the fieldworker and run until the end of the fieldworker’s available time. For example, if the booking interval is 1 hour and the fieldworker’s available time is from 9 a.m. until 5 p.m., a client can book at 9 a.m., 10 a.m., 11 a.m., etc.

Time slots available will also account for the duration that this fieldworker is booked for. For example, with a 30-minute interval, it is still possible to book your fieldworker for 1 hour, provided the fieldworker is available for this duration. However, the 30-minute time slot interval that overlaps with the 1 hour duration will no longer be bookable. In addition, time slot intervals will not be presented if the duration of the booking exceeds the available hours of the fieldworker.

Does OctopusPro take real time availability of my fieldworkers into account when a customer is placing a booking?

By default OctopusPro takes real time availability of your fieldworkers into account and only allows your customers to place bookings during times when there is at least one fieldworker available, however you can disable this feature from your customer portal settings if you want to allow your customers to ignore real time availability and allow your customers to book anytime during your working hours.

When real time availability is enabled, when a customer is placing a booking through your customer portal, OctopusPro will check through the working hours and calendar availability of each of your fieldworkers and will only allow your customer to place a booking for a time slot where there is at least one matching fieldworker available for the booking.

Can I block a period of time during my standard working hours?

To block off any period of time go to your calendar, and press on the date you want to mark as unavailable and then select the start and end time for the unavailable event, you can add extra comments about the event too if you wish. Blocking a period of time on the calendar means that calendar won’t be accepting bookings placed through the customer portal if the real time availability feature is active. If you want to block a specific fieldworker for a period of time you should go to his calendar and press on the day he wants to block, then press the Unavailable button in the popup and enter the start and end time for the blocked period. If you want to block your entire company from accepting bookings you can do that by adding the unavailable event on the general fieldworker calendar.

Can I add time slot intervals between bookings?

You can set the default time for your time slot interval under your customer portal settings. Time slot intervals determine when a client is able to make a booking. For example, an interval of 30 minutes allows bookings at 1:00 p.m., 1:30 p.m., 2:30 p.m., and every 30-minute interval after that. Time slot intervals start at the earliest available time for the fieldworker and run until the end of the fieldworker’s available time. For example, if the booking interval is 1 hour and the fieldworker’s available time is from 9 a.m. until 5 p.m., a client can book at 9 a.m., 10 a.m., 11 a.m., etc.

This will also account for the duration that this fieldworker is booked for. For example, with a 30-minute interval, it is still possible to book fieldworker for 1 hour (provided the fieldworker can be booked for this duration). However, the 30-minute time slot interval that overlaps with the 1 hour duration will no longer be bookable. In addition, time slot intervals will not be presented if the duration of the booking exceeds the available hours of the fieldworker.

Can I schedule appointments outside my set business hours?

Your admin users can always schedule appointments outside your business hours and are not restricted by the hours set in your general fieldworker profile or by the availability of your fieldworkers. However, your customers will be restricted by your overall business hours set in your general fieldworker profile when making bookings through your customer portal. You can allow double bookings by disabling the real time availability feature which will allow bookings within your working hours without checking your fieldworker availability, but your customers will still be limited by your set business hours and won’t be able to book services for any time outside these hours. For example, if your business hours are 8:00am to 6:00pm, your customers won’t be able to schedule appointments for 8pm, even if you have fieldworkers available at that time.

Can I allow my customers to book during my business hours regardless of my fieldworker availability?

By default, OctopusPro takes the real time availability of your fieldworkers into account and only allows your customers to place bookings during times when there is at least one fieldworker available. However, you can disable the real time availability feature to ignore the availability of your fieldworkers and allow your customers to book anytime during your set hours.

How do I set breaks in the working hours of my fieldworkers?

OctopusPro gives your fieldworkers their own working hours in their profile which can be updated by your office and fieldworkers. You can add different sets of hours on each day of the week to any of your fieldworkers, the unavailable time between their set hours will determine their break time and will block out time for events such as lunch. For example, you can have your fieldworker available from 8am-11am and also available from 5pm – 9pm on the same day, the time between these sets of hours is considered a break and will not be available to receive booking requests made by your customers if real time availability is activated in your account settings.

Can I set a minimum notice time required for new bookings?

You can set the minimum notice time required for new bookings under your customer portal settings. If your bookings require time to be organized and confirmed then you can set it up to be taken into consideration when bookings are made. For example, if you set the minimum notice time required for new bookings to 60 minutes, this will prevent your customers from booking jobs that start less than 60 minutes ahead of their current local time.

Can I block a period of time within my standard working hours for an extended leave of absence, such as a vacation?

If you want to block your entire business from accepting bookings during a period of time within your standard business hours, go to your calendar and press the Unavailable button then enter on the start date and end date you want to mark as unavailable, you can add extra comments and give reasons on why you are unavailable. Blocking a period of time on the calendar means that calendar won’t be accepting new booking requests placed through the customer portal if the real time availability feature is active. However, it won’t stop your office/admin users from making appointments as the restriction is solely for customers.

If you want to only block a specific fieldworker for a period of time you should select their calendar and press on the day you want to block, then press the Unavailable button from their own calendar. Your fieldworkers can do the same using the app.

How do I set up how far in advance, or how close to the start time, can my clients schedule appointments?

If your bookings require travel time to be taken into account, or require time to be organized and confirmed with the fieldworker, you can set the minimum notice time required for any new bookings to be taken into consideration when bookings are being placed. For example, if you set the minimum notice time required for new bookings to 90 minutes, you will stop your customers from booking jobs that start less than 90 minutes ahead of their current local time, giving you extra time to confirm the booking and travel to site.

Can I get notified about new bookings?

To get notified about new bookings made through your website check your notifications settings from your top right corner and ensure the notification for new bookings from customers is enabled. Once enabled you will receive notifications to your phone whenever a new booking is made through your website, you must ensure that you are logged into your admin account on the app to receive those notifications as an admin. There is also an option to receive an SMS about new bookings created

If the automatic assignment feature is activated in your account, your fieldworkers will also receive notifications when a booking is made by your customers if they match with the locations, services, custom fields and availability selected for the booking.

Can I receive notifications about new bookings made by my customer?

Your office users should login to the app to receive push notifications regarding new bookings, they can also receive SMS messages if you enable the related flag from under your notification settings, assuming you have a digital phone number connected to your account. If you want to receive an email regarding new booking requests you have to enable the email notifications flag under your notifications.

If you have the automatic assignment activated, when a new booking is made by a customer, all available fieldworkers that match on the requested services and location will receive booking requests and the booking will automatically be assigned to the first fieldworker to accept the booking, without the involvement of your admin users.

How do my customers set up an account or a profile?

OctopusPro allows your customers to sign up directly through your customer portal to manage their profile, bookings, invoices, images and payment settings, you’ll find a SIGN UP link in the top right corner. Your customers can also create accounts while making a booking or after a booking has been created by simply creating a password.

Can my customers buy gift cards & gift certificates?

You can allow your customers to buy gift cards and certificates by enabling the related flag under the Flags & Permissions page under your customer portal settings. When enabled, a Buy Gift Card button appears in your customer portal. Customers can use this button to purchase gift vouchers.

You can enable and disable selling gift vouchers for each of your services from under your service settings, and the button will only appear for services that have the gift card feature enabled. Your customers can purchase any of your services that have the gift card feature enabled as a gift voucher for their loved ones. You can also setup gift card vouchers to be sold as stand alone services by creating a new service for your gift cards with the amount you specify.

OctopusPro allows you to sell any of your services as a gift voucher. When a customer buys a gift card, the purchaser receives an email confirming their order, and the recipient receives a notification email with the gift card details attached and a link with instructions to redeem the gift card and make a booking. Gift cards must be paid in full before being sent to the recipient.

A unique booking code is issued with every gift voucher that can be redeemed when scheduling online through your website or app, or over the phone with your office staff by simply mentioning the gift voucher booking number when calling to book. You can find which bookings used a specific gift card using your booking reports.

Gift Vouchers are a great marketing tool to increase sales and spread your brand name. The gift cards feature allows your customers to buy an electronic gift voucher for any service or amount they select and have it emailed to the recipient automatically, sending loved ones the right message on their unique day.

Note: Disabling this feature will not prevent existing gift cards from being redeemed, it only prevent new ones from being purchased.

Can my customers make repeat / recurring bookings?

You can allow your customers to make repeat / recurring bookings by activating the related flag under your Flags & Permissions page in your customer portal settings. Your customers can set the start and end dates or the number of bookings, select the frequency, e.g. every day, weekly, monthly, every six months etc

Can my customers cancel or reschedule their bookings through my website?

By default, your customers can cancel and reschedule their bookings through your customer portal and through the links in the booking confirmation and reminder emails sent to them. When rescheduling bookings you can decide wether you want to enable real time availability and allow them to only book during an available time slot, or disable the real time availability feature and allow your customers to book for anytime during your set working hours without taking existing bookings and blocked events into consideration. If you don’t want to allow your customers to cancel or reschedule through your portal you can disable this feature from your customer portal settings and remove the cancel and reschedule links from your email confirmation and reminder email templates under Settings > Communications.

Can my customers login to their accounts to manage their profile, bookings, invoices and images?

A: OctopusPro allows your customers to login directly through your customer portal to manage their profile, bookings, invoices, images and payment settings, you’ll find a login and sign up links in the top right corner. Your customers don’t need to have an account/profile to login, they can login by simply using a combination of a quote or booking or invoice number and their email or phone number. They can always create an account by creating a password.

When you email booking confirmations to your customers, the default templates contain links that your customers can use to view their job and reschedule or cancel, as well as communicate with your office and upload photos. You can disable any of these features if you don’t want to share them with your customers and you can delete any links you don’t want from your email templates by going to your canned responses and email templates settings and editing the related templates.

Can my customers upload attachments like photos and PDF documents to share with my office and fieldworkers to their quotes and bookings?

Your customers can upload photos and PDF documents to their inquiries, quotes, bookings, invoices and complaints through your customer portal from any desktop or mobile browser. Your admin users and assigned fieldworkers will receive a notification when photos or documents are uploaded by your customers.

Can my customers track my fieldworkers while on their way?

By default your customers can see your fieldworkers location on a map from the moment they are notified that the fieldworker is on they way with an ETA of arrival, until the moment the fieldworker leaves the job site. If you don’t want your customers to be able to track your fieldworker while on the way you can simply disable this from under your customer portal settings.

Can I display an inquiry form on my customer portal?

You can display an inquiry form on your customer portal by enabling the related flag in your customer portal settings. This will display a link in your customer portal menu that links to your inquiry form which can be fully customised through your inquiry widget settings. All inquiries received through your portal will appear in your inquiries list so you can follow up on them and easily convert them to quotes and bookings.

Can I display my available fieldworkers and their profiles to my customers?

You can display your fieldworkers list on your website and make fieldworker profiles public by activating the related flags in the customer portal settings.

Can I display fieldworker contact details like email and phone number to customers?

You can display your fieldworker contact details like email and phone number to customers by activating the related flag under your Flags & Permissions tab in your customer portal settings.

Can I display fieldworker star ratings to customers?

You can display your fieldworker star ratings to customers by activating the related flag under your Flags & Permissions tab in your customer portal settings. The star rating is the real rating your fieldworkers receive from your customers.

Can I display my fieldworker social network links to customers in their profiles?

You can display your fieldworker social networks links to customers by activating the related flag under your Flags & Permissions tab in your customer portal settings. Your fieldworkers can update the links for each of their supported social network from their profile in the app, and your admin users have access to edit this information.

Can I display booking duration / estimated time to customers?

If you have setup the time each service requires to complete when setting them up then the booking duration or the estimated time required will be calculated when making a booking, you can choose whether to hide or display this time duration to your customer in the availability screen when making a booking from under the Flags & Permissions tab in your customer portal settings.

Can I display a list of FAQs to my customers?

You can display a list of FAQs to your customers by adding them under your Settings > Communications > Frequently Asked Questions page. You can add a list of your general FAQs and also link questions with services and custom field values. If your FAQs are not showing on your website check the related flag in your customer portal settings and ensure it is activated.

Can I display my Privacy Policy in my customer portal?

You can embed your Privacy Policy tracking script in your customer portal from under your General Settings tab in your Customer Portal settings.

Privacy laws require you to have a Privacy Policy on your website if you collect personal information from your website visitors.

Some of these laws include:
The General Data Protection Regulation (GDPR) from the EU
The California Online Privacy Protection Act (CalOPPA) from the US
The Personal Information Protection and Electronic Documents Act (PIPEDA) in Canada

These laws and many others all have reach far beyond the country they originate in.

Since your website is accessible to users around the world, you’ll need to comply with these laws by having a Privacy Policy posted, regardless of where you’re personally located.

The URL of privacy policy page will appear in the footer of your customer portal home page. If you don’t already have a privacy policy, it’s advisable that you generate one. You can generate a privacy policy for your website within minutes through TermsFeed.

Can I display a booking disclaimer in my customer portal?

You can display a booking disclaimer in your customer portal from under your General Settings tab in your Customer Portal settings. Your customers will see the disclaimer before confirming the booking, it could be related to payment terms, travel conditions, booking timeline, or any special conditions your customers need to be informed about before placing the booking. This text will appear in the confirmation page once your customer has reached the end of the booking process.

Can I display my fieldworker service pay-rate in their profiles?

You can display your fieldworker service pay-rate in their profiles by activating the related flag under your customer portal settings.

Can I share ratings and reviews received on my customer portal?

Customer reviews make your site look trustworthy to visitors and proves that your company is reliable. High rating and positive testimonials may help elevate sales level on your website. By default, reviews received remain private and won’t be made public on your customer portal, you can however share positive reviews and make them public for your customers to view on your customer portal.

Can I embed Google reviews on my customer portal?

OctopusPro allows you to embed Google reviews on your customer portal by using an API to communicate with Google to automatically pull in review data. You can show your high appraisal from customers and convince visitors that your products or services are trustworthy. You can also display a redirect button that leads people to your Google page where they can write a new review, which helps contribute to having more client reviews about your offers or services on Google.

Can I embed my Google Analytics tracking script in my customer portal?

You can embed your Google Analytics tracking script in your customer portal from under your General Settings tab in your Customer Portal settings.

When my customers are selecting the availability/time slot when making a booking through my customer portal they are only able to select the start time for the booking, can they also select a finish time?

If you offer services that are charged by time and want your customer to be able to enter the time required for the booking, you can set this up in multiple ways including:

– In the service settings page, set the service pay type to Charge by time from under the Cost & Payrate tab for your service.
– Set the service charge type as charge by time so your customers can enter the time required themselves.
– Set the service charge type as charge by unit and create a unit for time.
– Set the service charge type as charge by booking, Add a custom field add that asks the question and connect it with your service.

If you offer services that are charged by booking or by unit, your customers are usually only required to select a start time, as the portal then calculates the estimated time of completion using the service and custom field settings values and calculates the visit end time automatically to display to the customer. This is because your customer in this case is booking a service that has an estimated cost and estimated time set, so you shouldn’t allow the customer to change the time required as it’s linked to the service requested.

The booking process for customers seems to go through a few pages before you book. Is it possible to minimise the number of steps required to make a booking?

The booking process in your customer portal is designed to take your customers through a seamless process that gathers required information without overwhelming them with long scary forms. This design is proven to have a higher conversion rate than one pager forms, especially on mobile devices.  If you have anything specific you want to change or need to discuss please contact our support team.

Can I hide certain custom fields in the customer portal?

You can choose whether you want each custom field to be visible or hidden in your customer portal and branded app when setting up or editing your custom fields in your services settings. If your custom field doesn’t require any entry from your customers and is for admin use only, you can enable the hide in customer portal flag for that field; but if your custom field has to be viewed or answered by your customers when making bookings then you should keep the hide custom field in customer portal flag disabled.

Fieldworker FAQs

Do fieldworkers also have OctopusPro accounts?

Yes, each fieldworker will receive an account to log into the OctopusPro mobile app and website.

Once you create a new field worker profile, they will receive an email to join your team and OctopusPro, and can set their own password to log in.

Admins can create fieldworkers accounts.

  1. Go to Settings from the side menu
  2. Go to User Settings
  3. Select Users
  4. Select New User (top-left)
  5. Complete the required fields.
  6. Select Save

What is the general fieldworker for and why it can’t be deleted?

The general fieldworker is a core user that is added to your account by default and can’t be deleted. 

The email address for the general fieldworker must always remain as your main business email address, which you use to contact your customers, and can only be edited from your business details page under your company settings, by editing the primary email address for your business. 

If both your admin user and general fieldworker user use the same email address and password, you will be prompted to select between them when logging into the app. You will also be able to easily switch between them while logged in, by clicking on the three dots in the top right corner in the app and pressing the Switch User option. Please note that this option is only available if both users have identical login credentials.

The way the general fieldworker is used depends on the size of your team and differs widely if you are an owner operator from if you have a team of fieldworkers added to your account.

Using the general fieldworker user for owner operators

If you are an owner operator where you are the only fieldworker in your business, and you do your own admin work and attend your own bookings, then your general fieldworker user will be used as your business calendar and will reflect your business availability, and all your quotes and bookings will be assigned to your general fieldworker. The availability of your general fieldworker will be taken into consideration if the real time availability feature is enabled, as it will be considered your overall business availability.

As an owner operator, when you need to perform fieldworker duties like sending On The Way messages to customers, checking in and out of jobs, completing forms, uploading photos, and taking payments, you should be logged into the app as a fieldworker, instead of being logged in as an admin, and can switch back to the admin role to perform admin duties like account management, customer management, lead management, feedback management, and accessing your account settings. You can switch between admin and fieldworker roles easily by clicking on the three dots in the top right corner in the app, then pressing the Switch User link, you can also select between them when logging into your account, as long as they both have the same login details.

If you have an additional person in your team attending your bookings, then you must add them as an additional fieldworker instead of getting them to login as your general fieldworker, as you wouldn’t want them having access to your customers, quotes, invoices, payments, and other information that might not be related to their work.

Using the general fieldworker for established businesses that have at least one extra fieldworker

If you run a team of fieldworkers, then your general fieldworker acts as the default office calendar that holds all quotes and bookings which are not assigned to a specific fieldworker. You only need to login as an admin user in this case, and probably don’t need to ever login as a general fieldworker. Your fieldworkers should all have their own user accounts, and should login to the app as fieldworkers to manage their day to day duties with your business.

When you have additional fieldworkers added to your account, the standard business working hours set in your general fieldworker’s profile will determine the available time slots your customers can book your services for via your customer portal. Your admin/office users can schedule appointments outside your set business hours, and are not restricted by the hours set in your general fieldworker profile, or by the real availability of your fieldworkers.

If you have the real time availability feature enabled in your customer portal settings, OctopusPro will check the working hours and calendar availability of each of your fieldworkers, and will only allow your customer to place bookings for time slots when there is at least one matching fieldworker available for the booking. The time slots available will always be limited by the business working hours set in your general fieldworker profile. For example, if your business hours are 8:00am to 6:00pm, your customers won’t be able to schedule appointments for 8pm, even if you have fieldworkers available at that time.

If you want to allow your customers to book appointments anytime regardless of the availability of your fieldworkers, you can disable the real time availability feature, which will allow your customers to schedule appointments anytime without taking the availability and the working hours of your fieldworkers into account. However, your customers will still be restricted by your overall business working hours set in your general fieldworker profile.

Disabling the real time availability feature will allow your customers to double book your fieldworkers, so it’s important that you manually confirm and organize bookings if you have disabled this feature in your account settings.

Can I log into OctopusPro as a fieldworker?

Certainly, once your fieldworker account has been created and your email has been verified you will be able to login to OctopusPro through the app or website.

How do I add fieldworkers to my account or invite them to use OctopusPro?

There are multiple ways to add fieldworkers to your account.

  • You can email your fieldworkers a link for them to sign up themselves, which is available in your customer portal settings.
  • You can have your fieldworker signup link visible on your website and customer portal.
  • You can add your fieldworkers manually from your users settings or fieldworkers page which will email them a verification link.
  • You can import your fieldworkers via a csv list from your users settings or fieldworkers page, this will email each fieldworker in the list a link to verify their email.
  • You can sync your fieldworkers from your QuickBooks or Xero accounts.

Remember to always ask your fieldworkers to download the app before their account is created.

Can we have fieldworkers that are employees and other that are contractors?

OctopusPro allows you to define the type of each fieldworker from under their profile and set wether they are an employee of your business or wether they are a contractor or a subcontractor to your business. You can work with both employees and contractors at the same time as this is set at a their profile level, you can set also their pay rate to help you calculate their pay based on their scheduled and completed jobs, with the flexibility of setting their payment structure as an hourly rate, as a commission of invoiced amounts or as a set rate per service. You can also calculate their due payments and manage their payments and outstanding amounts using the fieldworker booking summary report.

How do my fieldworkers login to enter their details and complete their profile?

OctopusPro allows your fieldworkers to signup for an account and login to their accounts via the app or browser.

The first step for fieldworkers is to download the app and get setup so they can start taking on jobs, by simply searching for the OctopusPro app and downloading it.

If your company has a branded app provided by OctopusPro, your fieldworkers should download your branded app to use instead of the OctopusPro app.

Once the app has been downloaded and you open it for the first time they will need to allow the app to send you notifications. It is also very important to allow the app to access their location while you are using it. This is crucial as many functions of the app will require access to their location in order to calculate data such as estimated time of arrival, leave now reminder and running late alarms, as well as job check in and check out times.

For fieldworkers to login to the OctopusPro app they must first ensure that they have a verified account. If you have already created an account for your fieldworkers or imported their email into your fieldworker list, they won’t need to sign up themselves and can start directly by clicking on the verification link they received when you create their account to verify their email and create a password for their account.

Once their email has been verified and their password has been created, they can login to their account to start setting up their profile and start taking on jobs. 

If you have not created an account for your fieldworkers, they can sign up themselves either via the signup form that you would provide them or have published on your website. This signup form works on any browser on any device. 

If your company has a branded app, they can sign up directly through your app, to sign up they simply open your app and press “SignUp”. Here they will need to add their

  • name
  • phone number – including country code
  • email address 
  • and a password

Once their account is created they will need to confirm and activate their account from the activation email sent to them. Once they have activated their account they need to go back to the app and sign in with their email and password. Now they will be in the app as a customer – and they will need to switch over to access the app as a fieldworker. To do this

  • Go to the menu in the top left hand corner of the app screen
  • Down the bottom of the menu list, press on the option that allows them to sign in as a field worker

Here they will need to sign up a second time and verify their email again also. At this point when they press the VERIFY ACCOUNT button they will be taken into their account where they can complete their profile including 

  • Personal details
  • The services they provide
  • Working hours
  • Contract signature

Once confirmed they can sign out of here and log back into the app as a fieldworker

Now they are going to need to edit and update their profile. Go to the main menu at the top left hand corner of the screen and click on their name. And by pressing on the vacant profile picture  select if they want to take a picture of themselves with their phone camera or choose a photo from their photo gallery stored on their smartphone.

To complete their profile they should go to the main menu at the top of the screen – and click on their profile picture, then click on the “MY ACCOUNT” tab

Here they can update the following details if it applies to them 

  • Bio – where they can write a bit about their background and experience
  • Business Name and details
  • Contact details
  • Bank account details
  • Drivers license and registration details
  • Employee details

Can I add extra custom fields to the fieldworker profile?

Certainly! Custom fields can be added to your fieldworker profiles to record any information not included in the standard fieldworker profile. For example, you can create a custom field to record your fieldworker’s work experience, education, hobbies, interests, date of birth, gender, height, or any other helpful information specific to your industry. You can also set the fields to display pre-entered values to select from.

These new fields will show in your fieldworker’s profile and can be edited by your office users and by your fieldworkers when logged in to their accounts. If your fieldworker profiles are available to customers the fields will be visible by default. Private information for each field can be made available for private or office use using the visibility flag.

Can I customise the registration form for my fieldworkers?

Custom fields can be added to your fieldworker profiles to record any information not included in the standard fieldworker profile. For example, you can create a custom field to record your fieldworker’s work experience, education, hobbies, interests, date of birth, gender, height, or any other helpful information specific to your industry. You can also set the fields to display pre-entered values to select from.

These new fields will show in your fieldworker’s profile and can be edited by your office users and by your fieldworkers when logged in to their accounts. If your fieldworker profiles are available to customers the fields will be visible by default. Private information for each field can be made available for private or office use using the visibility flag.

You can customize the registration form for your fieldworkers by adding custom fields to their profile from under your Settings > General Settings > Fieldworker Profile

Can fieldworkers register directly through my website?

Your fieldworkers can signup or register for an account through a link provided to you in your customer portal settings. Once your fieldworkers sign up they will receive an activation link to their email, once they activate their account they will be able to login to the app and setup their profile. They can also setup their profile via a browser.

Can my fieldworkers sign a contract when they register?

You can ask your fieldworkers to sign your contract when signing up by simply adding your contract into your company settings. Once signed, the signed contract will be stored and made visible to you and your fieldworker for future reference allowing you to see the history of signed contracts for each fieldworker.

Can my fieldworkers manage their calendars and availability?

Each of your fieldworkers have their own calendar in OctopusPro, your fieldworkers can login to their profile and set their working hours when they are happy to do bookings. They can also mark themselves as unavailable during their set working hours, e.g., if they have other appointments or commitments. Your fieldworkers’ working hours and blocked/unavailable times can also be edited by your office users when needed. Your office users can also perform all these actions on behalf of the fieldworker through the admin portal.

Can my fieldworkers view my customers contact details at all times?

By default, your fieldworkers can see your customer contact details at all times, including mobile numbers, phone numbers and email addresses. You can disable/enable this from under your fieldworker permissions under your bookings settings and decide what information you want to share with your fieldworkers. You can also hide contact details for bookings util the fieldworker presses the On The Way button from the app when heading to the job if required.

Can my fieldworkers view the amount billed to the customer?

By default, your fieldworkers can see the quoted amount for bookings, meaning that your fieldworkers can see how much your customers are being charged for their bookings. If you need to hide this information from your fieldworkers then disable this feature, which will hide anything related to billing and invoicing from your fieldworkers, your fieldworkers will still be able to see wether a booking has been paid without seeing the payment amount. You can disable/enable this from under your fieldworker permissions under your bookings settings.

Can my fieldworkers view their earnings for their bookings?

By default, your fieldworkers can see their earnings for each booking in the app. If you need to hide this information from showing to your fieldworkers, then you should deactivate this feature. You can disable/enable this from under your fieldworker permissions under your bookings settings.

Can my fieldworkers accept and decline booking requests?

By default, your fieldworkers can accept or decline services in new booking requests they receive through the app. However, if your business does not give that flexibility to fieldworkers you can disable this feature by deactivating this flag. If this flag is inactive, when booking requests are sent to fieldworkers they will be accepted by default, and your fieldworkers will no longer have the option to decline any of the bookings assigned to them. You can disable/enable this from under your fieldworker permissions under your bookings settings.

Can my fieldworkers get notified about new bookings assigned to them without having the option to accept or decline?

By default, your fieldworkers can accept and decline booking requests through the app. If you don’t want to give your fieldworkers the option to accept or decline bookings assigned to them, you can disable the Accept/Decline feature using the related flag under the fieldworker permissions tab in your booking settings. Once disabled, your fieldworkers will receive notifications about new bookings assigned to them, but without seeing the Accept and Decline options.

Can my fieldworkers view my entire customer database when making new bookings?

By default, when making bookings, fieldworkers can only view the list of customers that they themselves have added; and only those customers will be displayed for them to select from. If your fieldworkers want to create a new booking for a customer that you already have in your database, they will have to add the details of the customer again as they can’t see your database. If you want to give your fieldworkers access to your entire customer database to select from without any restrictions, then you should activate this flag. Please note that activating this flag means that all your fieldworkers will have access to view the list of all your customers and view all their contact details including phone numbers, emails and address. You can disable/enable this flag from under your fieldworker permissions under your bookings settings.

Can my fieldworkers upload before and after photos to their jobs?

Your fieldworkers can take before and after photos and upload them directly into their booking through the app. Images can be added to a booking, quote, invoice, complaint or discussion.

Can my fieldworkers take signatures from customers while onsite?

Your fieldworkers can take signatures from your customers anytime whilst onsite them, this can be done upon arrival to acknowledge approval of the quoted amount or work scope prior to your fieldworkers commencing work, or upon completion to approve of the work that has been completed. This can be done by following the steps below:

In the field worker app:

  1. Go to booking
  2. Select Signature
  3. Select the customer name to take signature

Another way to take signatures from customers:

  1. Go to booking in the fieldworker app
  2. Click on the dots in the top right corner
  3. Select Signature
  4. Select the customer name to take signature

Once the signature page has loaded your fieldworker can pass their phone or tablet to your customer to sign on their device. The signature collected from your customer will appear on their invoice PDF and can be viewed by your admin users, fieldworkers and customers.

Can my fieldworkers accept booking requests without a scheduled date, allowing them to schedule the visits themselves with their customers?

If you want to allow your fieldworkers to schedule booking themselves with your customers after accepting the booking request, you can use the “To Schedule” booking status for those bookings. The “To Schedule” booking status can be used to indicate to your fieldworkers that they need to contact your customer to schedule the booking date and time themselves. You must ensure that your fieldworkers have full access to view the customer contact details and edit the booking details through the fieldworker permissions under your general settings.

Once scheduled, your fieldworkers should change the status to TO DO to state that the booking has been scheduled, which will enable all automated confirmations and reminders for that booking.

Can my fieldworkers upload their licence and insurance documents to their profiles?

Your fieldworkers can upload their licence and insurance documents and other details to their profiles directly from the app. Your admin users can also view and edit those documents and upload other documents to your fieldworker profiles. 

The licence and insurance fields are standard fields that show in your fieldworkers profiles. However, if your business needs to collect specific information about your fieldworkers that are not available in the standard profile, you can add custom fields to your fieldworker profile from Setting > General Settings > Fieldworker Profile.

Can my fieldworkers do everything they need to via the web portal rather than having to download the app?

Your fieldworkers can use basic features like view and update their bookings. However, many features like the job reminders, alarms, push notifications, GPS tracking, timesheets, and others won’t work without the app, so you must always ensure that your fieldworkers are using the app to take advantage of all features provided by OctopusPro.

Can fieldworkers clock in and out at the beginning and end of their bookings to track their working hours?

Your fieldworkers are required to use the app, where a button labelled ON THE WAY will appear for their bookings for mobile bookings a few hours before the scheduled start time of each booking, the button only appears for bookings scheduled for the same day or within a few hours from their current time. 

Once the ON THE WAY button is pressed, GPS tracking will start to record their location and route to the job site and will keep tracking their location until they finish the job and check out from the jobsite. Your fieldworkers need to check-in to the jobsite upon arrival by clicking the Arrived button which will record their time of arrival, if your fieldworkers don’t manually check in to the jobsite they will automatically be checked in once the app detects that they have arrived onsite through their GPS location. Your fieldworkers are also required to check-out of the jobsite upon completion by pressing the Finish Job button, if your account has the automatic checkout feature enabled then your fieldworkers will also be automatically checked out once they are more than 500 meters away from the jobsite if they haven’t pressed the Finish Job button to check out manually.

Your fieldworkers GPS location and route to the job will display to all your admin users in real time in the map located in the view booking page under the scheduled visit section. You can run reports to view their time on site through the timesheets reports which are available for all admin users under the fieldworker reports section. Their actual work hours will also display in the fieldworker booking summary report.

For bookings at a fixed site location or a virtual location, like your office or shop location, the ON THE WAY button will not appear and there is no GPS tracking. Your fieldworkers will need to press the Start Job and Finish Job buttons to record their working hours.

Can I track my fieldworker GPS locations?

You can track your fieldworkers GPS location from the moment they press the ON THE WAY button when heading to the customer, to the moment they Finish the job or Checkout from the job site.

How do I view my fieldworkers working hours in daily, weekly or monthly timesheet reports?

You can see your fieldworkers working hours including their check in and check out times through the timesheets reports which are available for all admin users under the fieldworkers reports section, you can run your reports daily, weekly or monthly using the date selection filter in your timesheet reports page. Your fieldworkers working hours are also visible in their booking summary report, as well as in the view booking page for each of their bookings.

Can I attach a label to a fieldworker?

There are two label types in OctopusPro, Industry Label and Custom Label.

An  Industry Label specifies the category of your employees. The label entered will replace ‘fieldworkers’ in the side menu.

To specify an industry label:

  1. Go to Business Details under Company Settings
  2. Scroll down to Industry Label
  3. Enter your label title
  4. Save

A Custom Label improves search results within bookings. Examples of labels you may wish to add are ‘contacted’ or ‘no longer interested’.

To create a new label:

  1. Select Label under General Settings
  2. Click on New Label
  3. Add the label title
  4. Save

Can changes made by my fieldworkers go through office approval before being confirmed?

When your fieldworkers change the details of customers, services, quantity and cost of services, you can decide wether you want these changes to apply immediately or wether you want to keep them pending until double checked and approved by an authorised user in your company, e.g., by a manager. You can disable/enable this from under your fieldworker permissions under your bookings settings.

At which point do my customers see which fieldworker has been assigned to their upcoming booking?

Your customers can see their assigned fieldworkers through their booking page once they have been assigned, if given permission. Your customers can also see their assigned fieldworkers through the booking confirmation and reminder emails.

You can change your fieldworker’s visibility settings from customer portal settings and remove the fieldworker name from your standard email templates if you don’t want to display your fieldworker’s name or other details to your customers.

When a booking is assigned to a fieldworker, does it get emailed to them?

OctopusPro connects your office and customers with your fieldworkers through the app. By default, when any booking is assigned to a fieldworker, the assigned fieldworker will receive a push notification on their phone or tablet through the OctopusPro app. Your fieldworkers should login to the app to receive notifications regarding their assigned bookings, accept/decline requests, and confirm availability.

Using the app helps reduce the large log of emails with your fieldworkers by replacing emails with push notifications through the app, helping improve the efficiency of your operations and the success rate of your bookings.

Can I email bookings to my fieldworkers?

You can send booking confirmation emails to your fieldworkers using the Email booking to fieldworker button in the view booking page. You can also activate the fieldworker booking reminder automated email from under your Settings > Communications > Automations.  The fieldworker booking reminder sends out reminders to your fieldworkers regarding their assigned bookings on pre-scheduled times.

Will the fieldworkers who are actually doing the job have the ability to update the status?

The fieldworker assigned to the service has the ability to update/change the booking status, assuming they are granted permission in your settings. Your fieldworkers can change the status of their bookings using the app by clicking on the three dots on the top right corner inside the view booking page, then pressing Change Status, and selecting the status of the booking they want to change to. They will also be prompted to update the status of the job and confirm other details whenever they have scheduled visits.

You can control when your fieldworkers can edit the status of their bookings using the flags under your Settings > Booking Settings. By default, your fieldworkers can edit all past bookings that have been closed as well as any future bookings they haven’t attended to as yet. If you want your fieldworkers to have to request permission before editing certain bookings then you should deactivate the related flag, otherwise your fieldworkers can edit all their bookings without requesting permission from your office.

My fieldworker doesn't know what his password is, what should he do?

If any of your fieldworkers don’t know or can’t remember their password they can use the forgot password link at the bottom of the login form to create a new password.

Can inactive fieldworkers login to the app?

Inactive users can’t be assigned new bookings and can’t receive new booking requests. However, they can still login to view their history, as this can be required for legal and taxation purposes, especially if they are independent contractors.

If you want to completely stop certain users from accessing their accounts, you will need to block them. You can also delete them if you no longer need their history.

Can I block access to certain fieldworkers?

If you don’t want certain fieldworkers to be able to login to their accounts you can simply block them. You can block access to any fieldworker by switching on the Block toggle button from their profile page. Blocking a fieldworker means they will be unable to login to their profile, but it doesn’t affect the ability to assign that fieldworker bookings or send them booking requests, as that is managed using the Active flag which activates and deactivates fieldworkers. It’s important to understand the difference between the Block and Active toggles on the fieldworker profile.

Can my fieldworkers be assigned to specific trading names from the multiple trading names setup under my business?

Your fieldworkers are assigned to the services and custom fields available in your settings, not to your trading names.

Can my fieldworkers be assigned to specific trading names from the multiple trading names setup under my business?

Your fieldworkers are assigned to the services and custom fields available in your settings, not to your trading names.

Can I restrict the features my fieldworkers can access through the app?

Your admin users have full control over which features your fieldworkers have access to in the app. You can enable and disable different features and permissions from under the fieldworker permissions tab available under Settings > General Settings > Booking Settings.

Is there a payroll feature to help me manage fieldworker payments?

If your fieldworkers are employees and you need to generate their working hours for the bookings they have attended in order to pay them through your accounting software, you can use the Fieldworker Timesheets feature available under your Fieldworkers reports to generate those timesheets which you can export to use in your accounting software. You can automatically calculate the hours your fieldworkers have worked using their check-in, check-out and travel time stored with the help of GPS tracking available in the fieldworker app. The booking start and finish times are also stored through the fieldworker app and your fieldworker timesheets can be also generated using that data. This ensures your fieldworkers are following all set procedures, eliminates timesheet fraud, and helps avoid any confusion in regards to your fieldworkers pay.

If your fieldworkers are independent subcontractors and are required to invoice your company for their work, you can use the fieldworker booking summary report to calculate the payment amounts due to your fieldworkers for bookings they have completed. Through this report, you can select the jobs you want to pay your fieldworkers for, group them into one invoice, mark them as fully paid or partly paid, then email a payment summary to your fieldworkers showing all the jobs they were paid for, with the amount paid for each of their jobs. You can also attach their invoice to the payment you processed for them. However, OctopusPro doesn’t integrate directly with your bank to process the payments to your fieldworkers, so you still need to process the payments manually through your bank account.  You can also export your Payment to fieldworkers report and import it into your accounting software like Xero or Quickbooks and process the payments through your accounting system.

You can view a list of all payments processed to your fieldworkers through the Payment to fieldworkers report available under your Payment reports, which shows you the list of payments made to your fieldworkers, with the fieldworker invoice number, number of jobs included in that payment, the fieldworker that was paid, the date of payment, payment reference number, invoice total amount, amount transferred to your fieldworker, cash amounts received by your fieldworker, amount due, notes added to the payment, the date the invoice was added, the user that processed the payment, as well as any attachments added to the payment, like an invoice from your fieldworker.

Your fieldworker payment is calculated from the payment structure set for the booked services in the fieldworker services provided settings, which is located under the job settings tab in the fieldworker profile. Please note that each fieldworker can have different payment structures set for different services they provide which can be set from under the job settings tab in their profile. Your fieldworker pay-rate options include a flat set fee, a percentage of the service total amount, and an hourly rate.

If there is no payment structure set for the booked services in the fieldworker services provided settings, the fieldworker cost will be calculated from the default fieldworker payment structure set under the payment agreement section in the fieldworker profile, which applies to all services that don’t have a custom payment structure set for them in the fieldworker services provided settings.

If there is no payment structure set in the default fieldworker payment structure and in the fieldworker services provided settings for booked services, the fieldworker cost will be calculated from the payment structure set in the services settings for the booked services, which apply when there is no payment structure set in the fieldworker profile. You can set different default payment structures for different services from under the Cost & Payrate tab in the service add/edit page under the services settings.

If there is a custom fieldworker share set in for this specific booking, then the custom set value will take priority over all other calculations and will apply to all fieldworkers. Custom fieldworker share can be set on a booking level by pressing the set fieldworker share link from under the payment button in the view booking and view invoice pages, and can also be adjusted through the fieldworker booking summary report.

Is there a way to run a report to see job duration times for payroll?

You can run two different reports related to job duration times and fieldworker payments. 

  • Fieldworkers Timesheets, which shows your fieldworker daily check in and check out times for jobs.
  • Fieldworker Bookings Summary, which provides a summary on all bookings completed or underway, with a breakdown showing actual job duration times, fieldworker payments, customer payments, and more.

Can I withhold payments from fieldworkers for specific jobs?

There is a withhold payment feature that is available at a job level which you can use to withhold payments from your fieldworkers for specific jobs whenever needed. When a complaint is added to any of your bookings, the payment to the assigned fieldworker is automatically withheld and needs to be manually released when the complaint has been resolved. You can also withhold payments from your fieldworkers for any bookings without adding complaints by pressing the Withhold Payment link from under the payment tab in the job view page.

When the payment to the fieldworker is withheld for any booking or invoice, the release button will show in your booking/invoice page in place of the Withhold Payment link, it will also appear in your fieldworker booking summary report when paying your fieldworker.

Once you are ready to pay your fieldworker for that job, you can press the Release Payment link in order to release the payment. Once the payment is released, you will be able pay your fieldworker their calculated amount for that booking and mark it as paid to the fieldworker. The Release Payment link will display in your fieldworker booking summary report and in your booking and invoice pages.

Inquiries & Leads FAQs

What is the Inquiry Widget and how do I set it up?

A common feature of most business websites is a contact us form. OctopusPro allows you to embed an inquiry or contact form on any page of your website using the inquiry widget feature available under your communication settings, through which customers can easily send in inquiries. Once an inquiry is received, your customer will receive an automatic email confirmation, the inquiry can then be easily converted to a quote or booking from the inquiry list or from the inquiry view page. Once an inquiry is submitted, a new inquiry notification will be sent, and also appear under your inquiries list in OctopusPro, where customer labels can be used to manage your leads.

To set it up, go to the Inquiry Widget section under Inquiries in the Communication Settings. You can select the colors and text for the form. You will then need to copy the piece of code into the section on your website where you want the widget to appear.  The inquiry form can also be displayed on your customer portal and also used as a Contact Us page.

Can I embed an inquiry form on my website?

OctopusPro allows you to easily build and customize your inquiry form and embed it on your website to feed directly into your OctopusPro inquiries section so you can manage your inquiries and leads from within your account and easily follow up on inquiries and convert them to quotes and bookings. To embed your inquiry form on your website, go to your Settings > Communications > Inquiry Form to customize your form to start the customization process, once you are happy with the style of your inquiry form, follow the instructions listed in your settings and copy the code provided and paste it into your website where you want your inquiry form to appear. Once your inquiry widget is installed properly on your page, your admin users will receive a push notification whenever a new inquiry is posted through your inquiry form.

Can I add extra fields to my inquiry form through the widget?

You can display or hide any of the standard fields in your inquiry form and make them mandatory or optional, you can also add new fields to your inquiry form by creating new custom fields from your services settings then adding them to your inquiry form. The custom fields added to your inquiry form will be displayed in your inquiry widget embedded in your website or displayed in your customer portal.

Can I change the style of the inquiry form to suit my website theme and business branding?

You can fully customize the style of your inquiry form to suit my website theme and business branding. You can easily edit the inquiry form title, button text, button color, button text color, text color and form title color from within your inquiry widget settings. If you need to style the inquiry form embedded through your inquiry widget, you can do that by adding extra CSS to your page after embedding it to deal with the elements that are used in the form. If you don’t know how to deal with CSS you can contact your webmaster or pay for premium support with OctopusPro.

Can I track the sources of inquiries received through my inquiry widget?

You can create a list of different sources to select from when new inquiries are added by your admin users, like website, call, text, facebook, referral etc. An Inquiry source allows you to store how an inquiry was received to help you categorize inquiries to help you with your marketing requirements. You can enable/disable the inquiries source field from under the Source tab in your Inquiry Settings.

Can I share a customer inquiry with my fieldworkers?

To share an inquiry with your fieldworkers you can simply convert the inquiry to a booking or an estimate. If you want your fieldworker to visit the job for an onsite quote you can use the TO VISIT status, but if you want the fieldworker to actually do the work onsite you should use the TO DO status. If you just want to share the quote with the fieldworker you can use the QUOTED status and select the fieldworker.

Can my customers upload photos when submitting an inquiry through my inquiry form?

You can ask customers to upload photos when submitting an inquiry by activating the related flag in your inquiry widget settings. When active, the upload photos popup will appear to the customer after they submit their inquiry to prompt them to upload photos with their inquiry. Your customers can upload multiple photos at the same time, and you can customize the text which shows to your customers in that popup.

Does the original inquiry disappear when converted to a quote or to a booking?

When a new inquiry is converted to a quote or to a booking, the inquiry stops appearing under the New Inquiries list as it will no longer be considered a new inquiry. You will still be able to view your original inquiries from under the All Inquiries link in your left menu. 

Inquiries that have been converted to quotes or to bookings are assigned a quote or a booking number, you can click on the quote and booking numbers to view the associated quote or booking from within the inquiry view page.

My workflow is inquiry to site visit to quote to booking. Can you advise the best way to do that using OctopusPro?

You can embed the OctopusPro inquiry widget on your website to link your inquiry form with your OctopusPro account, this will make inquiries come directly into your OctopusPro account, you can then convert them to site visits by converting the inquiry into a booking with a TO VISIT status. Once visited, you can convert the booking to a quote by changing the status to QUOTED, or to a booking by changing the status to TO DO. Once the booking is finished you should change it to COMPLETED which will automatically generate the invoice if the booking is for a paid service. If the booking requires additional visits you should convert the booking status to IN PROGRESS and add the future visits to the booking. If you need to generate the invoice before starting the booking you can manually generate the invoice by pressing the Generate Invoice link under the Actions button in the booking view page.

Booking FAQs

How do I create a new booking in OctopusPro?

Before creating your first booking, make sure you have:

  1. Added your services
  2. Added your fieldworkers

Create a new booking:

  1. Select Add New Booking under Bookings (side menu) and select an existing customer, or create a new one
  2. Add a service or several services to the booking
  3. Schedule your booking (you can schedule more than one visit per service if needed. To do this, click on Schedule Next Visit)
  4. In order to proceed, you will need to assign the service to a field worker by selecting them from the Fieldworker drop-down

Does the original quote disappear when converted to a booking?

When a quote is converted to a booking, it is assigned a booking number and a scheduled date and is therefore considered a booking. However, the original quote does not disappear, you can view the original quote by clicking on the quote number which appears in the booking page. You can also view all your original quotes, including those converted to bookings and invoices, from under the All Quotes link in your left menu.

Can my office users schedule bookings and appointments?

Absolutely, your office users can create quotes, bookings and invoices directly through their accounts. They can assign fieldworkers to bookings and track the progress of booking from the moment the fieldworker is on the way to the booking, to the moment they arrive, start the booking, until the moment they finish, get paid and leave the job site.

Can my customers book my services through my website?

Certainly! Your customers can book themselves through your website using the customer portal that comes with your OctopusPro account.
You can find the link to your customer portal under your settings, along with instructions on how to integrate your portal with your website, look for the customer portal link under your settings.
For an example of a customer portal that is fully integrated with a website, please check www.zenin.com.au to see how they integrate with their customer portal https://booking.zenin.com.au. You can enable and disable different features and hide any page or feature that you don’t want to share with your customers.

Can I create repeat / recurring bookings for a customer?

Absolutely, you can create repeat / recurring bookings by setting the start and end dates, select the frequency, e.g. every day, weekly, monthly, every six months etc.

To repeat a booking:

  1. Create the first booking
  2. Go to the original booking
  3. Click on the Actions button drop-down (top-right)
  4. Click on the Repeat Booking link
  5. Complete the required fields
  6. Save

How do I create a repeat booking and does this send recurring invoices ?

To repeat a booking, after creating the first booking, from the view booking page, press on Actions, then Repeat booking. Your customers can also make repeat bookings directly from your customer portal when making a booking, you can set that up from under your customer portal settings.

OctopusPro automates the process of invoice creation and management so you don’t have to worry about creating invoices manually. If you want recurring invoices generated to be automatically emailed to your customers you need to activate the automated procedure related from under your Settings > Communications > Automations

When a repeat/recurring booking is created and the booking request is sent out to fieldworkers, do my fieldworkers receive individual notifications for each booking or do they receive one request for all those recurring bookings?

When a recurring booking is created, your fieldworkers will receive one group request notification for all the recurring bookings. When the notification is clicked, the fieldworker will be taken to the list of recurring bookings that were created, and can accept and decline individual bookings from within that list. Your fieldworkers can also accept and decline all the recurring booking requests together using the Accept all or Decline all buttons.

Can I accept and decline bookings on behalf of my fieldworkers?

Admin users you can accept or decline bookings on behalf of fieldworkers. Fieldworkers logged in can accept or decline their own bookings.

Can more than one service be added to a booking?

Absolutely, different services and multiple fieldworkers can be added when creating a booking.

Can I set a different price for the same service within a booking?

Yes, you can always edit the pricing and edit service details when adding a service to a booking.

Can I assign multiple fieldworkers to the same job?

You can assign multiple fieldworkers to the same job by adding multiple services to the same booking and assigning a different fieldworker to each service as required. This will allow each fieldworker to know exactly what’s required from them for each booking and will help you automatically calculate the fieldworker’s pay from the services performed.

To assign multiple fieldworkers to the same service, simply replicate the service inside the booking by pressing the replicate button in the top right corner of the service box and assign a different fieldworker to the replicated service, you can add unlimited services to each booking and you can assign a different fieldworker to each service as required. You can always split the service quoted amount between those services to keep the invoiced amount correct.

Can I assign multiple fieldworkers to the same service without having to replicate the service in the booking?

OctopusPro provides a variety of features that allow you to control your business with the maximum amount of automations available to ensure all jobs are confirmed, attended and charged accordingly.

Dividing your booked services between your fieldworkers allows you to better organize the work required, know what has been completed, and assign the unfinished work to other fieldworkers when required. It also allows you to better confirm attendance of services and assign other fieldworker to the unconfirmed services if required. And most importantly, this allows you to better calculate the payment required to each of your fieldworkers and even pay them different rates for the same work if required as per your agreement with each of your fieldworkers.

What do the different booking statuses mean?

IN PROGRESS: For jobs that are being worked on/have started, however incomplete. Payments can still be received from customers with jobs that have an In Progress status.

COMPLETED: For jobs that are successfully completed with all guidelines followed. Once the job is complete an invoice can be forwarded to the client to ensure payment is received.

QUOTED: For a quote which has been composed and forwarded to the client (the quoted amount in your chosen currency is required in the comment column).

TO DO: For jobs that are booked and not yet completed by the assigned fieldworker.

FAILED: Used when a field worker has visited a site in an attempt to complete a booking, however, the client no longer wishes to proceed. eg. if the client is unsatisfied with a sample result.

ON HOLD: For existing bookings that are delayed for an unknown period of time. For jobs placed on hold, a to follow date can be added informing customer service of the need to reschedule.

CANCELED: For when a job/quote has been canceled prior to any work commencing.

AWAITING UPDATE: When the job, payment and status details are not yet confirmed.

How do I create new booking statuses and automate them to suit our business needs?

Booking statuses are used to manage bookings throughout their lifetime; from the time a customer is quoted or booked for an onsite quotation, to the time the booking is completed and paid. OctopusPro has created a set of standard booking statuses that describe the most common stages bookings go through during their lifecycle. 

Each booking status can have its own color and description text. By clicking on the status itself, you can see its color and description.

You can add new custom booking statuses and edit pre-configured booking statuses according to your needs. The booking status can be changed by admin users and will also change according to fieldworker actions. For example, a worker making a job “Completed” in the app will change the status on all calendars.

Your new booking statuses will show in the list of statuses when editing the booking. If you need to automate your custom booking statuses or create any specific rules that you aren’t currently able to do, please contact our support team.

Can I schedule bookings without a specific time?

You can schedule bookings without a specific time by clicking the No Specified Time checkbox when scheduling the booking, you can then select the part of the day for the booking start time, like Morning, Afternoon, Evening, etc. However, you will still be required to specify a date when creating new bookings.

How do I schedule a first booking visit for today?

You will first need to create a booking and add the current date under ‘first visit’.

  1. After a fieldworker accepts the job, the I’m on my way option will appear at the top of the booking page.
  2. Once I’m on my way is selected (by fieldworker) a notification will be sent to the customer.
  3. Upon arrival at the job site, fieldworker selects I have arrived, which will transition to Start job.
  4. The required job completion time displays once Start job is selected at which point any photos can also be added.
  5. Upon job completion, selecting FINISH JOB the option to change the booking status to Completed, In progress or Failed will become available.

There are three required steps to complete a job:

  1. Fieldworker enters a job completion time and the site contact name.
  2. Select ‘Next‘ (top-right).
  3. New additional services or products used can be added by selecting ‘+Add New Service‘ or ‘ + Add Product‘.
  4. Any relevant photos can be uploaded following job completion for office or customer reference.

Can the booking address be different to the customer address?

Every booking in OctopusPro has its own address, and can have multiple addresses too, like a pickup and delivery address, or multiple drop off addresses. The exception to this is virtual/online bookings where no booking address is required. 

Your customers can also have their billing address stored in their customer info / profile, this can be used as their default address and can be copied to their booking address when making a booking if the booking is at their default address, or a new address can be entered if the booking is at a different location.

If my customer’s billing address is different from their booking address, where does their billing address get stored?

If your customer’s billing address is different from their booking address, the billing address of your customer can be stored in their profile, or from the customer info popup in the admin portal, and will display on their invoices in addition to their booking address. If your customers have multiple booking addresses that you want stored in their profiles, you can create a Customer Property for it under Settings > Communications > Customer Properties, you can then store all your customer addresses in their profiles to select from when booking a job. Once selected, the booking address will auto populate from the billing address of your customer.

Can we add a pickup address and delivery address into the same booking?

OctopusPro allows you to add up to 3 addresses for your bookings with the ability to label each address as needed, e.g., Pickup Address and Delivery Address. You can also add multiple delivery addresses and label them accordingly, e.g., First Delivery Address and Second Delivery Address.

If your business provides services that require multiple addresses, like a pickup and destination or dropoff address, your customers can enter these addresses when making the booking. This feature is useful for Shuttle Services, Delivery Businesses, Removalists, Skip bin services, and more, OctopusPro’s powerful Booking Management easily handles service bookings that require multiple addresses.

You can notify your customers about your location and estimated time of arrival automatically through the app once you are on the way to their booking, they can also see your GPS location if you share it with them.

Can I send documents to be signed electronically?

Your customers can sign and approve quotes, bookings and invoices using the signature button/link that is added in your default email templates used for sending quotes and reminders to your customers. Once the button is pressed, a signature page will load in your customers browser to allow them to sign through their phone, tablet or computer. If you don’t want your customers to be able to sign documents you can simply remove the button link from your templates.

If you can’t find the signature button in your email template, you can simply copy the code line below and paste it in your template’s source code, you can also change the styling of the button and adjust it to suit your design requirements by adjusting the style parameters.

<a style=”color: white; background-color: limegreen; text-align: center; padding: 5px 14px; text-decoration: none; border-radius: 5px;” href=”{customer_signature_link}”>Click here to sign and approve this quote</a>Your fieldworkers can also take signatures from your customers directly through the app for their quotes, bookings or invoices when onsite with your customer, this can be done prior to a fieldworker commencing work to approve the quoted amount or work scope, or upon completion to approve the work completed.

Can I import existing bookings?

Do you have existing bookings you want to import into OctopusPro? Contact our Support Team at support@octopuspro.com and we can process the data for you.

What is the Customer Portal and how do I set it up?

The Customer Portal is a web page where your customers can view your schedule in real-time, get accurate quotes, book your services and pay directly. You can link the mobile-friendly Customer Portal to your website, social media networks and directory pages, like Facebook and Yelp, or use the portal as a website on its own.

The page is fully customizable: choose colors, add your logo and your own imagery. Allow social login and storing credit card details for returning customers.

See examples and read more about the Customer Portal

Go to the Customer Portal tab under Communication Settings, and add your logo, greeting message, background imagery, and choose your color scheme. You can also edit the URL for the page to include your business name.

Can I add a complaint without having a booking?

No, customer feedback must have a booking reference.

To add a complaint:

  1. Navigate to the booking
  2. Click on the Booking drop-down
  3. Select Add Complaint
  4. Complete the required fields
  5. Save

How do I change the booking number? at the moment it says BOK-1, BOK-2...

You can change the starting number for your bookings, quotes, invoices and inquiries from under your General Settings > Booking Settings > Starting number, once you set the starting number it will start to auto increment your booking numbers starting with the number set in this field. So if you enter 1000 as the starting number, your next booking number would be 1001, then 1002, and so on.

You can’t manually edit the number of a booking or quote once it’s been created to prevent duplication, but you can edit the invoice number after the invoice has been created by pressing the Action button on the invoice page then pressing the Edit invoice number link. If you need to add an external booking number you can create a field for it using the forms and checklists feature under your General Settings.

When fieldworkers are updating their bookings, can the job duration, or time that was required to carry out the work be pulled from their start and finish times and added to the booking form?

When your fieldworkers are updating their bookings, they are given the option to populate the job start and finish times from their check in and check out times as they are required to check in and out of their jobs. You can also activate automatic check in and check out which will automatically check in your fieldworkers when they arrive on site and check them out when they leave the job site.

Can my fieldworkers manually edit or enter job check in and check out times?

Your admin users can edit and update all data from the edit booking page, keeping a log of all changes. Your fieldworkers can edit the job start and end times that display in customer communications but they can’t change their own check in and check out times as that would affect the integrity of the data.

Will my admin users be restricted by my fieldworker working hours and availability when scheduling bookings?

Your admin users are not restricted by the available working hours in your fieldworkers calendars when scheduling bookings, only customers making bookings through the customer portal can be restricted with the real time availability of your fieldworkers. If you don’t want your customers to be restricted by the real time availability of your team, you can disable the real time availability feature from under your customer portal settings.

Your admin users can book any fieldworker at any time, regardless whether your fieldworker has an existing booking or is unavailable during that time, as long as that fieldworker has the matching service and location available in their profile. If you want to allow your customers to book anytime regardless of availability you can disable the flag to take real time availability into consideration in your customer portal settings.

Is it possible to set prices by job distance?

If your service is priced differently in different locations, OctopusPro allows you to charge different rates for different areas using zones. You first need to define and create your zones and then set your standard unit pricing and rates for each zone for your services, which will be applied when making a booking through the admin portal or through the customer portal as a customer. 

For example, If your service is priced at $30 per hour in New York, but $28 in Missouri, you can set up a zone for New York and another for Missouri and set the price per each zone to be considered when quoting your customer. You can also use these zones when setting up different rates for your fieldworkers.

If you just want to charge customers for the distance travelled to the job, you can create custom fields to display options regarding the locations (like northern suburbs, eastern suburbs, southern suburb) and charge extra depending on location.

Payment & Invoicing FAQs

How do I create an invoice in OctopusPro?

If a booking is made through the customer portal and a payment is required, an invoice will be auto-generated.

For all other bookings, invoices are auto-generated depending on the booking status.

  1. COMPLETED booking: The invoice for a completed booking will be auto-generated, including the cost of all added services.
  2. FAILED booking: The invoice for a failed booking may include a possible call out fee plus any relevant VAT/GST.
  3. CANCELLED booking: Besides any possible cancellation fee, the amount of its invoice will be ZERO.

To generate an invoice for a booking that does not have an invoice auto-generated:

  1. Go to the booking view page
  2. Select Actions
  3. Select Generate Invoice

How do I generate or create an invoice for a booking?

You don’t usually need to create invoices manually for your bookings as invoices are generated automatically in many cases including:
– The booking status is changed to Completed.
– The booking status is changed to Failed and a call out fee is added.
– The booking status is changed to Cancelled and a cancellation fee is added.
– Your customer booked online through your customer portal and made a payment online.

However, you can still manually generate an invoice for any booking that doesn’t have an invoice, like a future booking created by an office user with the status TO DO where you want to charge the customer a deposit or any amount in advance. To generate the invoice, simply go to the booking view page, press on the Actions button, then press on Generate Invoice link from the popup, this will generate an invoice for the booking that you can email to clients and take payments for. The invoice number generated will appear on the booking page and will also appear under the Payment button.

If you want to create an invoice for a booking that is not yet in the system you can press the Create New button under the Invoices button in the left menu.

Can an invoice be sent to the customer directly from the app after the job is complete?

Certainly! When a booking is complete, your fieldworker can update the booking completion details through the app, complete any forms you have setup, upload photos if required, and email the invoice and any reports required to your customer directly from the app. You can also automated sending unpaid invoices to your clients by activating the automated procedure that deals with outstanding invoice reminders.

How do I see a sample of how my invoice PDF will look?

The best way to see how your invoice looks is to create a booking then generate an invoice and email it to yourself, you can also press the view invoice link under Actions from any invoice page, and export the invoice to PDF and open it on your device.

Can I have the option to collect payment at the time of booking?

Certainly, you can integrate your account with your preferred payment gateway and charge your clients whenever you like. Your fieldworkers can collect payment directly from the customer through the app, and your admin users can also charge the customer over the phone through the admin portal or through the admin app. You can also email the invoice with the link for payment to your customer for them to pay through any browser.

Can we invoice clients and collect payment onsite?

Your fieldworkers can invoice your clients from the job site and collect payment before leaving site. Your customers can also call the office and make a payment over the phone, or pay through the payment link in the invoice email sent.

Can I combine and merge invoices from different jobs together into one invoice?

If you perform regular bookings for certain clients and want to bill them periodically in one group invoice, like on a weekly or a monthly basis, you can combine and merge different invoices from your client’s bookings together into one invoice to send out at the end of their desired billing date, rather than sending separate invoices for each booking you have scheduled for them during that period.

To merge invoices together, use the advanced invoice search to filter invoices by customer, then select the invoices you need to combine from the list and press the Merge Invoices link that appears in the checkbox at the top of the invoices list. You can also go to your customer’s profile page to view their list of invoices from their invoices tab to select the invoices you want to merge.

Once your invoices have been combined and merged, a new invoice number will be generated for the combined invoice. The combined group invoice will look just like your regular invoice, with the addition of a date for each item line which comes from the scheduled visit date for the service, or from the date the product was added. In the view page for the merged invoice you will also see a reference to the booking number of each listed item, which links to the original booking. The merged group invoice will also have a new creation date which will be set to the date the invoices were merged. Please note that you can’t merge invoices that have a payment added or that have been synced to your accounting software like Quickbooks or Xero.

If for any reason you need to revert the merging of a combined invoice, you can press the Revert Merging Invoices button which shows in the Actions button in the view invoice page, this will revert the invoice back to its original separate or individual invoices. When merging of an invoice is reverted, the newly created group invoice will be deleted and the invoice will split back to the original invoices which existed prior to them being merged. Please note that you can’t revert merging of an invoice that has a payment added or that has been synced to your accounting software.

If you need to merge additional invoices with an already merged invoice, you can do that in the same way you merge regular invoices, and the same rules and limitations apply.

There are a few limitations and restrictions that apply to the merge invoices feature:

  • Merged invoices are only visible to your admin users. Your fieldworkers won’t have access to see the merged invoice once the invoice of their booking has been merged, as the merged invoice may include bookings completed by multiple fieldworkers who might not be allowed to see each other’s invoices. Your fieldworkers will still be able to view the breakdown of the work they have completed in the booking overview page if you have given them permission to view their booking cost breakdown.
  • You can only merge invoices that belong to the same customer.
  • You can’t change the customer of any booking that is included in any merged invoice.
  • You can’t merge invoices that have payments added. If you have invoices that already have payments added and you want to merge those invoices, you must first remove the payment added before merging, you can add the payments again to the new merged invoice once the invoice has been merged.
  • You can’t merge invoices that have already been synced to your accounting software. If you want to combine invoices that have already been synced with your accounting software, you must first unsync those invoices and delete them from your accounting software then try again.
  • You can’t revert merging for invoices that have payments added. If you have an invoice that already has a payment added that you want to revert, you must first remove the payment added, you can add the payment again to one of the original invoices once the invoice has been reverted to the original individual invoices.
  • You can’t revert merging of invoices that have already been pushed to your accounting software. If you want to revert merging of invoices that have already been synced with your accounting software, you must first unsync those invoices and delete them from your accounting software then try again.
  • The breakdown of merged invoices can’t be edited from the invoice page. If you need to edit the breakdown of a merged invoice you must edit the individual bookings that are combined into the merged invoice and the changes will be reflected on the merged invoice.

Can I revert a merged invoice back to its original individual invoices?

If for any reason you need to revert the merging of a combined invoice, you can press the Revert Merging Invoices button which shows in the Actions button in the view invoice page, this will revert the invoice back to its original separate or individual invoices. When merging of an invoice is reverted, the newly created group invoice will be deleted and the invoice will split back to the original invoices which existed prior to them being merged. Please note that you can’t revert merging of an invoice that has a payment added or that has been synced to your accounting software.

There are a few limitations and restrictions that apply to the revert merging of a combined invoice feature:

  • You can’t revert merging for invoices that have payments added. If you have an invoice that already has a payment added that you want to revert, you must first remove the payment added, you can add the payment again to one of the original invoices once the invoice has been reverted to the original individual invoices.
  • You can’t revert merging of invoices that have already been pushed to your accounting software. If you want to revert merging of invoices that have already been synced with your accounting software, you must first unsync those invoices and delete them from your accounting software then try again.

Can we invoice some jobs on the spot and others on account?

You can invoice your customers whenever you want. For your recurring customers you can also have their credit card details stored with your payment gateway for future payments, allowing you to charge them again directly through your OctopusPro account.

Can I use a card reader like Square through the OctopusPro app?

OctopusPro integrates with Square internally and externally. If your account is integrated with Square, when making a payment through the OctopusPro app, you can choose whether to pay through a form within the app or whether to click on a link that opens the Square app where you can process the payment through your card reader using the Square app. Once paid, the app will redirect you to your OctopusPro app and the payment will be recorded in OctopusPro and the invoice will be closed automatically if fully paid. Please note that Square needs to be installed on the device you want to be able to use the card reader and that you have configured your integration with Square under your Financial Settings in order for this to work.

You can only use the card reader when logged in as a fieldworker, but not when logged in as admin, if logged in as admin you can charge through the regular credit card form through Square.

Does the Square app need to be installed on mobile devices to receive payment?

The Square app doesn’t need to be installed on the device to charge your client, but it can be. You have the option of paying through the OctopusPro app using your integrated Square account or through the Square app also using the integration, so the OctopusPro Square integration can work in two different ways, internal and external where it opens the Square app for you when processing payment. Doing it through the Square app can cost you less payment processing fees in some cases as Square charges different rates depending on how the payment is made.

Does each fieldworker need to install the Square app in addition to the OctopusPro app and be provided login details to Square in order to process payments?

Your fieldworkers can charge your customers directly through the OctopusPro app which integrates with Square in the background, so they don’t need to have the Square app installed on their devices. However, they can still process payments through Square externally when making payments through the OctopusPro app by selecting that option in OctopusPro which will then open the Square app with the invoice details ready to charge through Square.

Does OctopusPro offer card reader integration?

OctopusPro supports Square card reader, other card readers will also be supported in the near future. However OctopusPro integrates with various payment gateways for credit card processing through the normal credit card form without using the card reader.

How do I generate or create an invoice without creating a booking?

If you want to create an invoice for a booking that is not yet in the system you can press the Create New button under the Invoices button in the left menu.

Can I charge a deposit for bookings and charge the remaining amounts at a later stage?

You can charge any deposit amount for your bookings as an office user or as a fieldworker by manually adding a payment to your invoice and changing the payment amount from the full invoice amount to the deposit amount you wish to process. Invoices in OctopusPro accept multiple payments and there are no restrictions in regards to the deposit amount you want to charge your customers.
If you want your customers to pay a deposit when booking through your customer portal, you can set the deposit amount required for your bookings to be calculated as a fixed amount or as a percentage of the total amount of the booking from under your payment settings.
When a deposit is paid, your customer credit card details will be stored safely and securely with your integrated payment gateway and you will be able to charge your clients the remaining amounts through their invoice page in OctopusPro or through your payment gateway directly.

Can I charge a deposit for bookings when customers book through my website?

If you want your customers to pay a deposit when booking through your customer portal, you can set the deposit amount required for your bookings to be calculated as a fixed amount or as a percentage of the total amount of the booking from under your payment settings.

When a deposit is paid, your customer credit card details will be stored safely and securely with your integrated payment gateway and you will be able to charge your clients the remaining amounts through their invoice page in OctopusPro or through your payment gateway directly.

Can credit card details be collected from the customer at time of booking so that payment can be processed following completion?

If you want to store your customer credit card details when making a booking as an admin or fieldworker, go to the pay invoice page and add the customer card details and select the save card details checkbox.

If you want your customers to enter their credit card details to be validated and stored for later use when booking through your customer portal, you can select the No payment (collect card details) from under your payment terms. Your customer credit card details will be stored safely and securely with your integrated payment gateway and you will be able to charge your clients the agreed amounts through their invoice page in OctopusPro or through your payment gateway directly.

Can I accept cash or check payments from my customers?

You can accept cash, check/cheque, bank transfers, and credit card payments for your invoices. You must however enable each of the options from under your Settings > Company Settings > Payment Settings. You can also add other custom payment options by contacting our support.

When I add a cash or bank transfer payment to an invoice and save the invoice still remains unpaid, why is that?

Because any user in your team can add payments to invoices, payments require approval by an authorized person in your team like your admin user or any user granted permission to approve payments. Payments made via credit card through OctopusPro are approved by default. For the invoice status to change to closed the full payment amount needs to be added and approved.

Can we record payments and receipts directly into OctopusPro without using an accounting software like Xero or Quickbooks? We want to use one software for all our needs

Yes you can record payments and receipts directly into OctopusPro. OctopusPro does all your invoicing and payment management, then syncs your invoices and payments with your Xero or Quickbooks account for accounting purposes. You won’t need to use Xero or Quickbooks on a daily basis, they will be used by your accountant only for taxation purposes and office payroll, as you’ll be managing your invoices and payments directly through OctopusPro.

How do I refund customers that have paid via bank transfer or check / cheque?

Payments need to be refunded through the account in which they were received. If a customer has paid via bank transfer or check/cheque you will need to process their refund directly through the bank account where the money was received or deposited. Once the refund has been processed through your bank account, you should manually add the refund details to the related invoice in your OctopusPro account so it reflects on the invoice payment amount and your payment reports. If a payment was processed through OctopusPro using one of your integrated payment gateways you can then refund it directly through your OctopusPro account by viewing the payment in your booking or invoice page and pressing the refund link or icon to start the refund process.

How do I generate a receipt for payment?

When adding or editing a payment, you’ll see a checkbox at the bottom of the payment page that sends a receipt to the customer if selected. You can also email a payment receipt to your clients from under the payment button in the invoice page.

How much do you charge per transaction when my customers pay?

OctopusPro does not charge any fees for customer payments, we simply provide the integration with your payment gateway and do not charge any fees or commissions on top. OctopusPro integrates with the top payment gateways including PayPal, Checkout.com, Square, Stripe, WePay, Authorize.net and Eway.

Which payment gateways does OctopusPro integrate with?

OctopusPro integrates with the top payment gateways including PayPal, Checkout.com, Square, Stripe, WePay, Authorize.net and Eway.

How do I set up fieldworker payment structures and manager their payment amounts for their bookings?

You can manage your fieldworker payments and calculate their share of each job based on preset pay rates. Your fieldworker pay rate options include:

– Flat set fee.
– Percentage of the service total amount.
– Hourly rate.

Setting a default pay rate for each of your services 

You can set the default rate per service in your services settings which will be used when no payrate is set in your fieldworker profile. If you pay different rates to different fieldworkers, you can also set different rates for your fieldworkers from their profiles, which will be taken into account when calculating your fieldworker payments. 

Setting a different default pay rates to different fieldworkers

You can set a default pay rate for your fieldworker from their Payment Agreement box under their Personal details tab in their profile, which will be used as a default when the service payrate is not set at a service level at a company level or at a fieldworker level. You can also set a different pay rate for different services for each of your fieldworkers, simply go to your fieldworker profile and select Services. Below the service you would like to edit, select Service Commission and enter the commission rate (%) for the service or enter a flat fee for the service.

Setting a different default payment amount to different bookings

You can always overwrite the default rate calculated for your fieldworkers on a job by job basis by clicking on the Set Fieldworker Share link under the Payment button in your bookings and invoices. You can also adjust these amounts when paying your fieldworkers through the Fieldworker Booking Summary Report by clicking on the fieldworker payment amount calculated and adjusting that amount manually for each of the bookings listed in the report.

Can I store my customer's credit card details in their profile for later use?

OctopusPro allows you to store your customer’s credit card details safely and securely with your integrated payment gateway, allowing you to access the card details to use for future invoices without storing any of the data in OctopusPro. Your customer can store their card details themselves through their profile page in your customer portal or branded app when making a booking or when creating their profile. You an also store your customer’s credit card details as an admin or office user through their profile page in the admin portal or from the payment page when processing a credit card payment for your customer and ticking the save card details checkbox.

Can I set different tax rates for different services in one invoice?

OctopusPro allows you to set different tax rates for different services in one invoice. You can set a default tax rate for each service under your services settings, you can also change the default tax rate selected for your services in your invoices.

It looks like the total price isn't adding up correctly with the tax, how do I fix that?

The way the tax amount is calculated and added to your subtotal depends on whether your taxes are set to be inclusive or exclusive under your financial settings. To edit your Tax settings go to Settings > Financial Settings > Tax & Fees

Can payments added remain pending until reconciled by an authorised user?

When your fieldworkers or office users record customer payments (e.g., bank transfer or cash), you can choose wether you want these payments to be accounted without verification or wether you want to keep them pending until reconciled and verified by an authorised user in your company, e.g., by a manager or an accountant. You can disable/enable this from under your fieldworker permissions under your bookings settings.

How do I customize my invoice template?

You can customise your invoice/quote template from under your Settings > Financial Settings > Invoice Template

You can customise your invoice logo and logo alignment, invoice font size, invoice font family, invoice header and footer, and add your terms and conditions at the bottom of the PDF or in a separate document. You can also set wether you want to display service cost breakdown in quotes and invoices shared with your customers or you prefer to hide the service cost breakdown from your customers.

How do I change the invoice number? at the moment it says INV-1, INV-2...

You can change the starting number for your invoices, quotes, bookings and inquiries from under your General Settings > Booking Settings > Starting number, once you set the starting number it will start to auto increment your invoice numbers starting with the number set in this field. So if you enter 1000 as the starting number, your next invoice number would be 1001, then 1002, and so on.

You can edit the invoice number after the invoice has been created by pressing the Action button on the invoice page then pressing the Edit invoice number link. If you need to add an external booking number you can create a field for it using the forms and checklists feature under your General Settings. You can’t manually edit the number of a booking or quote once it’s been created to prevent duplication.

Can I display my bank account details on my invoices?

If you accept bank transfer payments from your customers and want them to know your bank account details, you can add the bank account details into your settings. This information will appear on your invoices, you can also display this information in the customer portal as a payment option. To add your bank details: Go to your Settings > Financial Settings > Payment Integration, select Payment Type (Bank Transfer), and enter your bank details in the box that appears below.

Can we display custom fields values on the quote and invoice PDF?

You can display custom fields linked to your services on the quote and invoice PDF by enabling the flag to display service cost breakdown in quotes and invoices shared with clients from under your Settings > Financial Settings > Invoice Settings

Can I hide custom fields from invoice breakdown?

You can choose whether you want each custom field to be visible or hidden in your invoice breakdown when setting up or editing your custom fields in your services settings. If your custom field is for booking purposes only and doesn’t need to be listed and displayed on your invoices, you can hide it by enabling the hide from invoice flag for that field; but if your custom field has to be displayed in your invoices breakdown then you should keep the flag disabled.

Can we display Customer Properties like vehicle info, children or pet's names on the invoice?

You can display customer properties linked to your services like vehicle info, children or pet’s names on the quote and invoice PDF by enabling the flag to display service cost breakdown in quotes and invoices shared with clients from under your Settings > Financial Settings > Invoice Settings

Can I add extra information including images in my invoice header and footer?

If you have any text or images you want to display in the header or footer of the PDF of your invoice, quote or booking PDF other than your standard information and logo that’s already there, you can add it to your invoice header and footer sections under your invoice settings.

Can I hide prices from my customers when making a booking through the portal?

When a customer is making a booking for a paid service, they have the right to know the price, as you can’t legally book or purchase anything you don’t know the price for.  

If you want your customers to book a service using the customer portal without seeing a price, you have to create the service type as a FREE service in the service settings, which is a service that doesn’t have a price, allowing your customer to make a booking for a free service without seeing a price. If you want to add a price to the service after the booking is made you will have to manually edit the service and replace it with a PAID service after you quote the customer or after you complete the booking, you can do that as an admin or as a fieldworker through the app.

I charge my customers a booking fee then let them decide whether they want to pay their assigned fieldworkers directly upon job completion or pay me. Can OctopusPro be set up this way?

You can create a custom field in the service settings to ask your customers how they would like to pay, you should then create two other custom fields, one with pricing and one without, and use the dependency feature to link each custom field to the option selected from the previous custom field, which will affect the total calculation.

Can I customize the quote, booking and invoice templates that are sent to customers?

OctopusPro allows you to customise the look and feel of your quote, booking and invoice PDF templates to suit your business branding. You can upload your business logo, change the font style used and add a header and footer to your templates from Settings > Financial Settings > Invoice Settings

If you wish to hide your service cost breakdown from your invoices and quotes you can activate the Display service cost breakdown in quotes and invoices flag under your invoice settings.

If your business operates under multiple trading names, you can add a different logo for each trading name to be used when sending quotes, invoices, and booking confirmations for anything related to each trading name from under Settings > Company Settings > Trading Names then pressing the assign images link for each trading name.

You can also hide specific custom fields from your pricing breakdown by activating the Hidden from invoice flag for the custom fields you want to hide from the breakdown from under your custom fields settings. 

Services FAQs

How do I add a service to my OctopusPro account?

To add a service:

  1. Go to Settings
  2. Select Service Settings
  3. Click on Services
  4. On the Services page, click on Create New
  5. Enter required fields: Name, Category, and Minimum Booking Price, and any additional information such as a description and images

Set your pricing

You can choose from three pricing models:

  1. Time, if you charge e.g. hourly
  2. Fixed, if you charge a one-off fee per service
  3. Unit, if you charge e.g. per square meter

Custom fields

Custom fields are fields that your customers can/need to answer when making a booking through your Customer Portal and/or Branded App, or admin staff when they create bookings, quotes, or inquiries manually.

Custom fields can be:

  • Additional costs on top of your base cost depending on customer’s selection
  • Additional information from your customers, helping you prepare better

Assign service to a fieldworker

In order to assign a service to a fieldworker, the service needs to be linked to the fieldworkers who are able to provide the service.

  • Fieldworkers can select which services they provide either in the OctopusPro fieldworker app or within the system by logging into their OctopusPro account in a browser
  • If required, admin staff can also edit each fieldworkers profile, and add services to them

Can I add custom fields to my services?

Navigate to the Custom Fields tab on the Service Settings page where you can create new custom fields, and connect them to the services where you want them to appear.

To create a custom field, give it at least a Label, Name (visible for admins only, e.g. to describe the use of the custom field), and select the Field Type from the drop-down.

If you select either ‘Toggle’ or ‘Text field (one line)’ from the custom field type drop-down, the ‘Default additional cost’ field will directly affect the pricing depending on customer’s selection. If you select for example a drop-down, you need to create the drop-down options. You can set additional costs and times to the options. Click on Add a new selection.

Assign the custom field to all the services where you want it to appear in by ticking the box next to the custom field and click on ‘Connect Custom Fields to Services’.

Is it possible to make the service cost have different prices depending on the number of hours booked? For example, 1 hour $100 then second hour $80?

Certainly, under your service settings, select the service you want to edit and go to the Cost and Payrate tab then press the Create a new rate button, the rates feature allows you to offer different rates to your customers depending on the quantity required.

Is it possible to designate specific prices for different cities and areas?

Yes, system administrators can determine specific pricing for selected areas.

  1. Go to Settings in the side menu
  2. Select Services Settings
  3. Select Service list
  4. Select Service Price Zone to the right of the service name
  5. Fill in the required fields
  6. Select Save

Is there a way to provide a discount if more than one service is booked at one time? Essentially rewarding customers for the number of services they book per job?

You can discount your service unit pricing depending on the quantity added using the rates feature under your service settings, meaning that if a customer is trying to book a large job they can get a discount on the unit price depending on the quantity requested. However, there is currently no way you could discount one service if a different service is added to the same quote. A possible workaround for offering discounts when different services are added to the quote can be done by creating services that offer packages, like a combination of services.

You could also add your services in a custom field and offer them as extras when booking any service, so for example, if your customer is booking a photography service you can add a custom field that asks if they want a video, if they add the video then the discounted price of the video service would be added to the quote. This is a user-friendly way of doing it, and it’s also a great marketing tool, as you are offering your customers services related to the service they are trying to book.

My business provides a large range of services, can I organize them under groups to make finding them easier?

OctopusPro allows you to create categories to group/categorize your services and make finding them easier. Your categories will be visible for your office users, fieldworkers as well as for your customers in your customer portal.

Integration FAQs

Does OctopusPro provide API integrations?

OctopusPro offers various API integrations with accounting software like Xero and Quickbooks, digital phone systems like Twilio, marketing platforms like Mailchimp, Google GSuite, Google Calendar, Google Reviews, Google Maps, Outlook Calendar, and dozens of payment gateways like Square, Checkout.com, Stripe, authorize.net, PayPal, Afterpay, Apple Pay, Samsung Pay, Google Wallet, Wepay, 2checkout, Bitpay, Telr, Eway and more! However, this is not through an open API, OctopusPro doesn’t have an open API available currently.

You can integrate your payment gateway from under Settings > Financial Settings > Payment Integrations.

You can set up other integrations from under Settings > Company Settings > Integrations (API). If you need a specific integration that you can’t find available please contact our support team.

Does OctopusPro integrate with QuickBooks?

Yes, OctopusPro integrates with QuickBooks online.

Does OctopusPro Integrate with Quickbooks desktop?

OctopusPro only integrates with QuickBooks online, integration for Quickbooks desktop is not available but you can manually export your reports and numbers for your accounting use and import them into your OctopusPro desktop account. We however always recommend you upgrade to Quickbooks online.

Does OctopusPro integrate with my Xero?

Yes, OctopusPro integrates with Xero. You can pull all your data from Xero into your OctopusPro account when setting up your account, including your customers, fieldworkers, services and products. You can push your customers, products, services, invoices and payments created in OctopusPro to your Xero account and keep your accounts in sync.

Does OctopusPro integrate with MYOB?

OctopusPro is currently integrated with Xero and QuickBooks. MYOB integration will be added in the near future, however, OctopusPro performs all invoicing requirements, and MYOB will only be required for taxation. You can always export your data from OctopusPro and import it into QuickBooks manually if needed.

Does OctopusPro integrate with HubSpot?

Not just yet, however, a Hubspot integration is planned.

Does OctopusPro integrate with Zapier?

OctopusPro does not integrate with Zapier at the moment, however you will find that most of the automations you wish to setup using Zapier are already available in OctopusPro, you just need to enable it from your settings. If there are any automations that you require that are not available in OctopusPro you can always contact our support for help.

Does OctopusPro integrate with Square?

Yes, OctopusPro fully integrates with Square payments. To setup Square integration go to Settings > Financial Settings and follow the instructions.

Does OctopusPro integrate with Stripe?

OctopusPro fully integrates with Stripe payments. To setup Stripe integration go to Settings > Financial Settings > Payment Integration and follow the instructions.

Does OctopusPro Integrate with PayPal?

If you have a PayPal account and you want all your customers’ payments from your company in OctopusPro to be received into your PayPal account, you need to integrate your OctopusPro account with your PayPal account. PayPal is only available through Braintree so you will need to create a free Braintree account to integrate it with your OctopusPro account.

Does OctopusPro Integrate with Authorize.net?

You can integrate your OctopusPro account with your Authorize.net account by entering your API Login ID, API Transaction Key and API Client Key from under your Payment Integration page under your settings.

Does OctopusPro integrate with Outlook?

The OctopusPro calendar functions with both Google Calendar and Microsoft Outlook.

Does OctopusPro integrate with MailChimp?

You can integrate your OctopusPro account with your MailChimp account and keep your mailing lists in sync.

Does OctopusPro integrate with G Suite for Gmail and Google Calendar Sync?

OctopusPro integrates with G Suite to enable you to connect your Gmail and Google Calendar with your OctopusPro account. To do this follow the instructions on our user guide https://help.octopuspro.com/google-gmail-and-calendar-api-integration

How do I import my data from ServiceM8?

ServiceM8 doesn’t allow syncing data with OctopusPro, so the best say to import your data is to export it from ServiceM8 then import it manually into your OctopusPro account. If you need help with this please contact our support team.

Can I import a list of products into my account?

You can import your existing products list into your OctopusPro account.

1. Go to the Import Data section under your Company Settings
2. Click on the ‘Import Products’ button
3. Download the Products Import Template
4. Open the file in any spreadsheet tool and copy and paste in the information into the correct columns.
5- Save the file, ensure it remains saved as a csv
5. Upload the file on the Import Data page

Can I import existing users into the system?

You can import your existing list of fieldworkers using a csv file into your OctopusPro account, each of your fieldworkers imported will receive a verification email to verify his email before being able to login to his account.

1. Go to the Import Data section under your Company Settings
2. Click on the ‘Import Fieldworkers’ button
3. Download the Template
4. Open the file in any spreadsheet tool and fill in the information
5. Upload the file on the Import Data page

Digital Phone System – Twilio Integration

How does setting up a Twilio number in my OctopusPro account help my business improve communications?

By setting up a Twilio number in your OctopusPro account, you can take advantage of numerous features that are available in your web portal for your office users, and in the app for both your admin users and fieldworkers. These features can be switched on and off from your account settings depending on your business needs:

– Your admin users can send manual SMS messages to your customers and fieldworkers using their desktop browser or through the OctopusPro app, like booking confirmations, booking reminders, invoice reminders, as well as custom text messages.
– You can activate different automated SMS messages to be sent to your customers and fieldworkers, like contact attempts, booking reminders, quote reminders, invoice reminders, fieldworker on the way or running late notifications, and many others.
– Your admin users can call your customers and fieldworkers through their OctopusPro accounts using any browser or through the OctopusPro app.
– You can automatically notify customers by SMS when fieldworkers are on the way to their bookings, when they arrive, and if they are running late.
– Your fieldworkers can call and SMS your customers through your own phone number, instead using their own private mobile numbers. This helps ensure that future call backs go to your office number rather than going directly to your fieldworkers.
– You can view a history log of all SMS and call communications between your fieldworkers and your customers.
– You can record all calls made through your account so you can listen to any calls made by your admin users and fieldworkers in the future.

Is Twilio available in my country?

Twilio features are available in most countries. However, in some countries, local numbers and certain features may not be available. Please visit https://www.twilio.com to check which features are available in your country and the cost of their available services.

If Twilio doesn’t support local numbers in your country through Twilio, you can still use their services through an international phone number. This means that you can still use Twilio to send SMS and make calls through your OctopusPro account, but the receiver will receive your calls and messages from a number with an international prefix instead of your local prefix. You can mask your number with an alphanumeric tag if this causes a problem for your business.

How do I register a Twilio number?

OctopusPro offers limited integration in regards to registering new Twilio numbers. If you are unable to register a suitable number with your country and locality prefix through OctopusPro, you can register your number by creating an account directly through https://www.twilio.com then requesting the number to be moved to your OctopusPro account afterwards. Once your Twilio number has been registered, please email your Twilio number together with your SID to our support so we can send a request to Twilio to transfer the number into your sub-account under OctopusPro.

Can I keep my existing Twilio number which I am already using for my business?

If you already have a Twilio phone number registered for your business, you can keep the same number and request it to be moved to your OctopusPro account. Please email your existing Twilio number together with your SID to our support so we can email a request to Twilio to transfer your number into your OctopusPro sub-account.

Can I move my current business phone number registered through other carriers to Twilio?

In most cases, it is possible to move your existing phone number to Twilio. You will need to submit a port request via the Twilio console or contact Twilio directly. Once your number has been moved to your Twilio account, please email your phone number together with your SID to our support so we can send a request to Twilio to transfer the number into your sub-account under OctopusPro.

How long does it take to move my phone number from my Twilio account to OctopusPro?

It usually takes between 24-72 hours to get your number moved from your Twilio account to your sub-account under OctopusPro. Your Twilio fees and charges will be added to your OctopusPro bill and charged to your credit card. This includes the monthly number renewal fees, as well as the cost of calls and SMS messages.

Will I still own the Twilio phone number that has been moved to my OcotpusPro account? 


Your Twilio number that gets transferred to your OctopusPro sub account will always remain your number. If you decide to cancel your OctopusPro account, you can request your Twilio number to be moved back to your Twilio account in the same way it was moved to your OctopusPro sub account.

How would I retrieve my Twilio phone number If I stop using OctopusPro?

If you decide to stop using OctopusPro for managing your business, you can request to move your Twilio number back into your private Twilio account in the same way it was moved to your OctopusPro sub-account by emailing our support. If you cancel your OctopusPro account and you don’t request your Twilio number to be moved back to your account, your phone number will be released back to Twilio and can be made available for anyone to register. Therefore, it’s best that you request your Twilio number to be moved as soon as your OcotpusPro subscription is cancelled, to ensure that you won’t lose your Twilio number.

What type of automated SMS notifications can be enabled in my account?

There are a number of automated SMS notifications that you can enable or disable according to your business needs, this list includes the following:
– Failed contact attempt for leads and inquiries that have a contact attempt added to them
– Quote reminders for quotes provided that have a to follow date that has passed
– Booking reminders to both customers and fieldworkers
– Next service due reminders for past bookings
– Outstanding invoice reminders for unpaid invoices
– On the way notification from fieldworkers containing the estimated time of arrival (ETA)
– Running late notifications sent to customers through the fieldworker app when a fieldworker is detected to be running late to a job
– Fieldworker arrived notifications sent to customers through the fieldworker app when the fieldworker arrives onsite
– Job acceptance and confirmation message to customers when a fieldworker accepts a job assigned to them through the automatic job assignment feature

You can activate automated notifications in your settings from Settings > Communications > Automations. To edit the template used for these automated messages from your Settings > Communications > Templates and Canned Responses

Is there any extra cost for automated SMS follow-ups?

OctopusPro does not add additional charges for SMS and calls on top of the Twilio charges. OctopusPro simply integrates your account with Twilio. Your Twilio fees and charges for your usage will be added to your OctopusPro billing amount on a monthly basis without adding any commission on top.

Can my customers reply to SMS messages sent through OctopusPro and where can we view these replies?

Your customers can reply to your SMS messages as long as Twilio supports two way SMS in your country. You will receive push notifications on your phone when logged into the app as an admin user, you can also receive the list of notifications in your desktop browser by going to the notifications page, which you can go to by clicking on the notifications like in the top right corner of your account.

What happens if someone calls my Twilio number?

When anyone calls your Twilio number, your calls can either be set up to be handled by OctopusPro or be diverted to your private business number which you use outside of the OctopusPro system. If your Twilio number does not support incoming calls, your customers won’t be able to call your Twilio number.

If you have a voicemail setup on your business number and the call isn’t answered, the call will be diverted to your voicemail. You can also set up all incoming calls to be diverted to your voicemail.

Can we receive incoming calls in OctopusPro?

You can receive incoming calls in your OctopusPro account if you don’t have it set up to be diverted to your private business number handled by other carriers.

Can we receive incoming calls in our OctopusPro accounts through the web browser?

If your admin users are logged in to OctopusPro through Chrome or Safari, they can receive calls through their browser when the customer calls your Twilio number, as long as this feature is activated in your account settings.

Does the OctopusPro app ring when receiving a call or does it just show a notification?

When a call is received through a Twilio number that is handled via OctopusPro, your admin users logged into the OctopusPro app will have their app ring as long as they have given the app permission to ring when they were first prompted. A notification will also display on their phone screen informing them of the call being received, which is very helpful in case the phone is set to silent mode.

Do I still receive incoming calls on my phone through the app if my device is locked?

When a call is received through a Twilio number that is handled via OctopusPro, your admin users logged into the app will receive calls to their devices wether the app is opened or closed, and even if their devices are locked. The app will ring once a call is received, the call will trigger the incoming call screen to load on their phone, and a sound will be played to inform them of an incoming call being received.

What notifications display on my admin’s phone screen when a call is received?

When your Twilio number that is handled via OctopusPro receives a call, your admin users mobile devices that are logged into the OctopusPro app will display a notification showing a call being received and the calling number. If the number making the call is recognised by your account, the caller’s name will display on the screen instead of displaying the number they are calling from.

If the call is received on a mobile device where the app does not have the microphone permission enabled, the call screen will be displayed and the permission dialog will popup for your user to grant permission in order to accept the call. If the user declines granting permission and presses the “never ask again” on the permission screen, they will be taken to the settings page to provide the permission manually when a call is received on their mobile device.

How many admin users can receive the same incoming call through the app?

When your Twilio number receives a call, a maximum of 10 devices logged into the OctopusPro app can ring at the same time.

Can admin / office users call my customers through the web portal using any desktop browser?

Your admin users can call your clients through the OctopusPro app or through their desktop browsers when logged in to their OctopusPro accounts through Chrome or Safari, as long as they have permission to make calls using your Twilio number.

Can admin / office users call my customers through the OctopusPro app?

Your admin users can call your customers through the OctopusPro app as long as they have permission to do so. If you have given your admin users permission to call through your Twilio number, the call will be made through your Twilio number and the call history will be recorded and will display in your customer profile and under the items you make the call from, like booking, quote, invoice, inquiry, complaint. You can also view the log of all calls from the call log page under your reports. If you have not given your admin users permission to call your customers through your Twilio number, they can call your customer through the phone number on their device they are logged into, but the call log won’t be recorded.

Can my admin users call other admin users through the app?

Your admin users can call other admin users within your account through the app as long as you have given them permission to make calls through your Twilio number. When the call is received by your admin users, the admin display name will appear on the call to inform your admin users receiving the call of the identity of the caller.

Can my admin users call my fieldworkers through OctopusPro?

Your admin users can call your fieldworkers from their desktop browser or through the OctopusPro app while logged in as an admin user. The call history of all calls will be displayed in the history log of the item related to the call and in your overall call log which you can view from under your reports.

Can my fieldworkers call each other through the app?

OctopusPro doesn’t allow your fieldworkers to view each other profiles, which means they won’t have access to call each other through the app, as they aren’t supposed to know each other through the system.

Can my fieldworkers call my customers through the App using my Twilio number?

If you have a digital phone number setup, your fieldworkers will be able to call your customers directly from your app through your Twilio number.

To enable this go to Settings > Communications > Digital Phone System and enable the flag that allows your fieldworkers to contact your customers through your Twilio number.

You admin users can also make calls to your customers and fieldworkers through the app using your Twilio number.

Can I disable the Twilio call feature for my admin users?

When your admin users make calls through their OctopusPro account, they get asked to select between making a regular call or making a VoIP call through your connected Twilio number. If the regular call option is selected, the call will be made through the phone number on the device used to make the call.

Can I disable the Twilio call feature for my fieldworkers?

If you don’t want to allow your fieldworkers to call your customers through your Twilio number, you can disable this feature by emailing our support. When disabled, your fieldworkers will use their own phone numbers from their devices to call your customers, as long as they have access to view their contact details, which can be customised from your settings.

Can we set up a voicemail for missed and unanswered calls?

You can set up a voicemail message to be played to your customers for missed and unanswered calls from your communications settings or by contacting our support team. Voicemail can be set up regardless whether you have your calls to your Twilio number setup to be handled by OctopusPro or whether you have set the calls to be diverted to your private business phone number using another carrier. 

Once your voicemail has been set up, you will receive a notification whenever a voicemail message is received. You can listen to all voicemail messages received from the voicemail log page, which is listed under your reports.

Can I record my own voicemail message to be played when a call goes to voicemail?

You can record your own voicemail message and save it as an mp3 file, then upload it in your communications settings or email it to our support in order to have it connected with your Twilio account.

If you don’t want to record an mp3 message, you can set a written voicemail message to be played through the Twilio text to voice converter. However, this can sound a little robotic, therefore it’s always recommended to record your own voicemail message with a real human voice.

Can I view a log of all calls made or received through my Twilio number?

You can view a log of all calls made or received and the time and duration of these calls from your call log page, which is listed under your reports. If you have activated call recording, you will be able to listen to the calls by clicking the play button for each recorded call. Call recording is an extra feature that is charged by Twilio, for the cost of recording calls please check https://www.twilio.com/call-recording

Can calls made through my Twilio number be recorded for training and quality assurance purposes?

Call recording is an extra feature that is charged by Twilio, for the cost of recording calls please check https://www.twilio.com

You can set up your incoming and outgoing calls to be recorded for future reference. You can view the list of recorded calls from your call log page under your reports section. You can also view the list of recorded calls from the view page of each item they belong to, so for example, if you call your customer through a booking page, you can view the list of calls made regarding that booking from the call log tab in the view booking page. You can also view all calls recorded for a customer from their customer profile page.

If you choose to record calls, you need to comply with certain laws and regulations, including those regarding obtaining consent to record (such as California’s Invasion of Privacy Act and similar laws in other jurisdictions). Additional information on the legal implications of call recording can be found here. We recommend that you consult with your legal counsel to make sure that you are complying with all applicable laws in connection with communications you record or store using Twilio.

Can I download calls recorded from my account?

You can download your recorded media in MP3 or WAV formats from your call log page.

How much does it cost to record a call?

Voice recording is billed by the minute and the storage of these recordings is also billed by the minute, once a month. Recording storage costs are calculated by rounding the duration of each recording up to the next minute. For example, three recordings of five seconds each will count together as three minutes, not 15 seconds.

It’s recommended that you delete your old recordings to save on storage costs. There is an automated procedure in your OctopusPro account that deletes stored recordings, you should ensure you activate this automated procedure to delete your recordings and save on unnecessary costs. You can activate this from Settings > Communications > Automations

The current Twilio charges regarding voice recording and storage are as below:

  • $0.0025 per minute for call recording.
  • For storing recorded calls, each recorded minute will be charged $0.0005 per minute, per month. The charge will occur at the end of the month.

For more information on the cost associated please visit https://www.twilio.com/call-recording. These costs are charged by Twilio and added to your OctopusPro monthly bill. Unless otherwise stated, taxes are not included in Twilio prices and all applicable taxes are payable by Customer. All prices are in USD and are subject to change. Additional fees may apply.

Customer FAQs

Can I import existing customers into the system?

Absolutely, you can import your existing customer base into OctopusPro.

1. Go to the Import Data section under your Company Settings
2. Click on the ‘Import Customers’ button
3. Download the Customer Import Template
4. Open the file in Google Drive, fill in the information
5. Upload the file on the Import Data page to import

Can I add extra custom fields to the customer profile?

Certainly! Custom fields can be added to your customer profiles to record any information that is not included in the standard customer profile. For example, you can create a custom field to record your customer’s date of birth, gender, hobbies, interests, height, or any other helpful information specific to your industry. You can set the fields to display pre-entered values to select from.

These new fields will display in your customer profile and can be edited by your team and your customers when logged in to their accounts. Private information can be hidden using the visibility flag. Customer reports using this information can be generated for your sales or marketing teams.

Can I add I add labels to my customers?

You can create and add multiple labels to any customer, helping you filter through and categorize your customers to help with sales and marketing.

Can I create profiles for dependents or items that belong to your customers? e.g., vehicles, children, pets, etc

If your business provides services for dependents or items that belong to your customers, e.g., vehicles, children, pets, etc, rather than to the customers themselves, you can use the customer properties feature to create profiles for anything your customers make bookings for. For example, if you run a childcare business that provides services related to children, you wouldn’t add children as customers, as they are not the bill payers, and you wouldn’t be communicating with the children regarding their bookings and scheduling either. In this case, you can create a customer property and name it “Children”, and create all fields and questions you want to show when adding a profile for a child, e.g., name, gender, date of birth, etc. Your customers can have multiple children under their account, and can view the profile and the history of each child separately. The children will appear in your customer profiles and you can record all details related to each child, allowing you to generate a report showing everything related to each child under each customer. The customer in this case would be the parent or caretaker.

Another example, if you run a mobile mechanic business that provides services to different types of vehicles, you would create a customer property and name it “Vehicles”, and create all fields and questions you want to show when adding a profile for a vehicle, e.g., registration number, make, model, color, year etc. Your customers can have multiple vehicles under their account, and can view the profile and the service history of each vehicle separately. The vehicles will appear in your customer profiles and you can record all details related to each vehicle, allowing you to generate a report showing everything related to each vehicle under each customer.The customer in this case would be a personal owner or a business that owns a fleet of vehicles.

If you have created a customer property, then when adding a new booking, a new field will appear listing all pre-entered properties related to the customer so the person making the booking can select from. Customer properties appear in customer profiles, booking forms, and the customer portal, so your customers can add new properties to their accounts themselves and make bookings for these properties. For more information about customer properties please check the user guide.

Can I see the history for each customer?

OctopusPro creates a profile for each customer added or imported into your account. The customer profile page allows you to see the history of all interactions between the customer and your business, including inquiries, quotes, bookings, invoices, complaints, payments, discussions, emails, SMS and call log.

Custom fields can be added to your customer profiles to record any information that is not included in the standard customer profile. For example, you can create a custom field to record your customer’s date of birth, gender, hobbies, interests, height, or any other helpful information specific to your industry.

If your business provides services for dependents or items that belong to your customers, e.g., vehicles, children, pets, etc, rather than to the customers themselves, you can use the customer properties feature to create profiles for anything your customers make bookings for. For example, if you run a childcare business that provides services related to children, you wouldn’t add children as customers, as they are not the bill payers, and you wouldn’t be communicating with the children regarding their bookings and scheduling either. In this case, you can create a customer property and name it “Children”, and create all fields and questions you want to show when adding a profile for a child, e.g., name, gender, date of birth, etc.  Your customers can have multiple children under their account, and can view the profile and the history of each child separately. The children will appear in your customer profiles and you can record all details related to each child, allowing you to generate a report showing everything related to each child under each customer. The customer in this case would be the parent or caretaker.

If you have created a customer property, then when adding a new booking, a new field will appear listing all pre-entered properties related to the customer so the person making the booking can select from. Customer properties appear in customer profiles, booking forms, and the customer portal, so your customers can add new properties to their accounts themselves and make bookings for these properties. For more information about customer properties please check the user guide.

Can I communicate with my customers through OctopusPro?

You can communicate with your customers using both the mobile app and website.

Office staff and fieldworkers can communicate with customers directly via a customer booking or enquiry form and mobile fieldworkers can easily make calls to your office staff and customers directly using the mobile app.

I run a mobile mechanics business, can I create profiles for vehicles and add multiple vehicles under a customer?

If your business provides services for items that belong to your customers, e.g., vehicles, rather than to the customers themselves, you can use the customer properties feature to create profiles for your customer vehicles and view the service history of each vehicle separately.

If you run a mobile mechanic business that provides services to different types of vehicles, you would create a customer property and name it “Vehicles”, and create all fields and questions you want to show when adding a profile for a vehicle, e.g., registration number, make, model, color, year etc. Your customers can have multiple vehicles under their account, and can view the profile and the service history of each vehicle separately. The vehicles will appear in your customer profiles and you can record all details related to each vehicle, allowing you to generate a report showing everything related to each vehicle under each customer. The customer in this case would be a personal owner or a business that owns a fleet of vehicles.

If you have created a customer property, then when adding a new booking, a new field will appear listing all pre-entered properties related to the customer so the person making the booking can select from. Customer properties appear in customer profiles, booking forms, and the customer portal, so your customers can add new properties to their accounts themselves and make bookings for these properties.

I run a childcare business, can I create profiles for children and add multiple children under a customer?

If your business provides services for dependents that belong to your customers, e.g., children, pets, etc, rather than to the customers themselves, you can use the customer properties feature to create profiles for those children.

If you run a childcare business that provides services related to children, you wouldn’t add children as customers, as they are not the bill payers, and you wouldn’t be communicating with the children regarding their bookings and scheduling either. In this case, you can create a customer property and name it “Children”, and create all fields and questions you want to show when adding a profile for a child, e.g., name, gender, date of birth, etc. Your customers can have multiple children under their account, and can view the profile and the history of each child separately. The children will appear in your customer profiles and you can record all details related to each child, allowing you to generate a report showing everything related to each child under each customer. The customer in this case would be the parent or caretaker.

If you have created a customer property, then when adding a new booking, a new field will appear listing all pre-entered properties related to the customer so the person making the booking can select from. Customer properties appear in customer profiles, booking forms, and the customer portal, so your customers can add new properties to their accounts themselves and make bookings for these properties.

I run a pet care business, can I create profiles for pets and add multiple pets under a customer?

If your business provides services for dependents that belong to your customers, e.g., pets, etc, rather than to the customers themselves, you can use the customer properties feature to create profiles for those pets.

If you run a pet care business that provides services related to pets, you wouldn’t add pets as customers, as they are not the bill payers, and you wouldn’t be communicating with the pets regarding their bookings and scheduling either. In this case, you can create a customer property and name it “Pets”, and create all fields and questions you want to show when adding a profile for a pet, e.g., name, age etc. Your customers can have multiple pets under their account, and can view the profile and the history of each pet separately. The pets will appear in your customer profiles and you can record all details related to each pet, allowing you to generate a report showing everything related to each pet under each customer.

If you have created a customer property, then when adding a new booking, a new field will appear listing all pre-entered properties related to the customer so the person making the booking can select from. Customer properties appear in customer profiles, booking forms, and the customer portal, so your customers can add new properties to their accounts themselves and make bookings for these properties.

I work with real estate agents that have multiple properties, can I create a profile for each property under a customer?

If your clients are real estate agents that provide you with regular work at different properties, you can use the customer properties feature to create a profile and a database for their properties. Once you have created a customer property, when you start adding a new booking, a new field will appear listing all properties for the selected customer so you can select from or add a new property. Customer properties appear in customer profiles, booking forms, and the customer portal, so your customers can add new properties to their accounts and select one of these properties when making a booking through your website.

You can create a customer property and name it “Properties”, then add the fields and questions you want to show when adding a new property, e.g., address, reference number, number of bedrooms, number of bathrooms, etc. Your customers can have multiple properties listed under their account, and can view the profile and history of each property separately. Customer properties will appear in your customer profiles, you can also generate reports showing the service history for each property.

Can I download or export my customers list from my OctopusPro account?

You can export your customers from your customers listing page by clicking on the export customers link or from under your company settings. If your list contains more than 10,000 records, your data will be divided into multiple files with 10,000 customer records in each file. The files exported contain all your customer records, in addition to all custom fields you have created in your customer profile.

Can I export custom fields added to my customer profiles when exporting my customers list from my OctopusPro account?

When exporting your customers list from OctopusPro, your files exported will contain all your customer records, in addition to all custom fields you have created in your customer profile.

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