How to Use Dispatch Hub for Mobile (iOS and Android)

Dispatchers are now able to manage a queue of calls from their mobile devices while on the go. They can also respond to a user individually without having to switch to the individual user. In addition, messages are organized by call and call states are visible for dispatchers.

Users can now be part of channels where they can simply ask dispatchers for help without having to connect or disconnect to the channel

This is enabling a new way for customers to optimize their communications by cutting noise in channels when individual communication is easier for solving issues.

How it works

Receiving calls

  • A banner shows any incoming calls on the talk screen
    • Calls are displayed individually on the banner
  • Dispatchers can swipe through calls on the talk screen
  • Dispatchers can accept calls

Active call mode

  • When calls are accepted, dispatchers enter an active call mode
  • During this mode only the messages from the active caller are played
    • All other messages or calls are not played and these are stored in the history
  • Calls or messages from other channels are not played, only shown as new messages via the upper left hand badge that shows when messages from other channels/contacts have been received

2 Different modes for dispatchers

  1. Dispatchers messages when speaking into the channel to non dispatchers, or
  2. Dispatchers messages when speaking into the channel go to dispatchers only

Call states in history

  • Shows when calls came in
  • Shows who picked up the call

How to enable it

  • Create a dispatch channel or open an existing dispatch channel
  • Assign any mobile user a dispatch role 
  • All dispatch hub users by default will still be dispatchers when signing into the hub

Mode 1 - Dispatchers broadcast to drivers

  • The default mode when creating a dispatch channel

  • For regular dispatcher to driver use - pretty much how the dispatch hub works now
    • All messages sent by dispatchers go to non-dispatchers
    • Their messages take priority in the channels over other messages

Mode 2 - Dispatchers talk to dispatchers

  • Edit the role to “speak to dispatch role”

  • This mode is best used for setting up channels in retail or housekeeping
    • e.g. if all channels are set-up this way between departments, like electronics or gardening, all messages coming from gardening to electronics can show up as a call instead of a regular channel message. Someone from electronics can respond to that individual without adding more noise to their channel.

Questions? Contact us or submit a new ticket for support-related inquiries.

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