Setting Up Pre-Dispatch Instructions with Latchel
As a Property Manager, you can provide instructions for the Latchel team to follow before dispatching a service provider occurs.
NOTE: These instructions are ONLY for Emergency work orders.
Successful Use Of Pre-Dispatch Instructions:
- Provide the list of contacts to reach out to before dispatching a service provider.
- Provide special instructions to prevent dispatching for certain types of issues.
- Provide helpful contextual advice for the team because of unique property conditions.
Appropriate Use Cases:
- Pre-Dispatch Escalation - Includes a list of contacts to be reached out to before dispatching a service provider.
NOTE: PM escalations before dispatching can be attempted via all contact methods. This doesn’t imply waiting for responses; moving forward is permissible if escalation contacts are unresponsive.
Prohibited Uses of Pre-Dispatch Instructions:
- Instructing specific service providers to be dispatched. Instead, these should be configured in the priority list for dispatching.
Contact Your Customer Success Team:
If this is something you want to set up for all properties on your account, a portfolio, or select properties, please email success@latchel.com for assistance.
To better assist you, please email our Customer Success team with your configuration level (company/global account, portfolio, or property level) and the instructions you want our team to follow before dispatching.
The table below shows what is not to be included in pre-dispatch notes.
| Prohibited Content | Description | Configurable through the Latchel portal? |
| Service Provider Preferences | Avoid including specific preferences for service providers. | Yes |
| Blacklisted Service Providers | Do not list service providers who are not allowed to service the property. | Yes |
| Warranty Information | Do not include warranty-related details in critical or pre-dispatch notes. | Yes |
| Custom Troubleshooting/Troubleshooting Tips | Specific instructions for troubleshooting should not be noted. | Yes > Product Request |
| Severities | Levels of severity associated with an issue should not be covered in these notes. | Yes |
| Post-Dispatch Escalation | Issues arising after dispatching that require escalation should not be included. | No |
| Unresponsive Residents or Service Providers | Do not mention steps to take for unresponsive residents or service providers in the notes. | No |
| Lockout Instructions | Instructions pertaining to lockouts should not be provided in the notes. | Yes |
| Pre-Approval | Any details regarding pre-approval should not be part of the critical notes. | Yes |
| Access Instructions | Specific instructions for accessing properties are not suitable for these notes. | Yes |
| Relay Instructions to Residents | Instructions that are to be conveyed to residents by the service provider should not be included. | No |
| Subscription Workflows | Notes must not cover workflows that are part of the property’s subscription. | Yes |
| Skip Troubleshooting due to Unresponsive Residents | Avoid including advice to skip troubleshooting due to the resident’s unresponsiveness. | Yes > Action Set |
| Utility Instructions | Do not include instructions related to utilities in the notes. | No > Link Ops Standard Process around utilities |
| Budget Limits or Budget-Specific Problems | Do not include details about budget limits or specific budget-related problems. | Yes |
| Bypassing Resident Availability | Don’t note instructions that bypass resident availability. | No |
| Work Order State Prohibition | Do not include instructions that restrict a work order from entering a specific state, such as “never cancel a work order”. | Yes > Action Set |