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Customers and bookings 2 min read

Handle booking requests

Where booking requests come from, how you're notified and how to track each request from New to Completed.

Bookings are where passports pay off. When a homeowner needs a service or repair, they can contact you straight from the unit you installed.

How homeowners book you

Homeowners can book you from two places:

  • The passport. When they scan a tag, the passport shows booking buttons. What happens next depends on the booking mode in your settings: a request form, a WhatsApp message or a phone call.
  • Reminder emails. When a customer gets a service reminder email, they can book you from there.

You choose the booking mode under Settings > Booking and trades. We recommend the request form. See Set up your company.

When a new request arrives

When a homeowner sends a booking request:

  1. The request appears on Today, so you see it as soon as you open the app.
  2. It's added to Bookings.
  3. You get an email.

If the request came from a passport, it's linked to that unit.

Owners and technicians can both handle bookings, so anyone on your team can pick up a new request.

Work through a request

  1. Open Bookings and find the request.
  2. Read the details the homeowner sent.
  3. Open the linked unit to check its history, warranty and install notes before you make contact.
  4. Call or WhatsApp the customer in one tap.
  5. Update the status as the job moves along.

Booking statuses

  • New: the request has just arrived and nobody has responded yet.
  • Contacted: you've been in touch with the customer.
  • Scheduled: you've agreed a date for the visit.
  • Completed: the job is done.
  • Cancelled: the job isn't going ahead.

Keep statuses up to date. It helps your team see at a glance which requests still need attention, and it stops two people phoning the same customer.

After the job

  1. Set the booking to Completed.
  2. Open the linked unit and click Log service.
  3. Check the next service date on the unit.

Logging the service keeps the passport history complete and moves the next service date forward, so reminders go out at the right time. See Manage your units.

Customer details

When a homeowner sends a booking, InstallPass creates a customer record for them if there isn't one already. The booking form also captures their consent. See Customers and POPIA.

Tip: Respond to new requests on the same day, even if it's only to say when you can come. A quick reply is often what wins the job.

If you're not getting booking emails

  • Check your company email address in Settings.
  • Check your spam or junk folder, and mark InstallPass emails as safe.
  • Remember that Today and Bookings always show new requests, even if an email goes astray.

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In their words

What installers say about it

Read more

The same story in every trade: a tag that stays on the unit is what brings the next job back to the person who fitted it, years after the invoice was paid.

Example
Three geysers I fitted in 2023 came back to me this winter instead of going to whoever was cheapest on Google. The tag was still on the pipe and they scanned it.
Thabo MokoenaOwner, Mokoena Plumbing Works · Randburg
Example
The rating plate photo doing the typing is the part my guys actually use. Before this, half the job cards came back with the serial number missing.
Riaan van NiekerkOperations manager, Van Niekerk Solar · Centurion
Example
A customer phoned about a warranty claim from two years ago. I had the certificate of compliance and the install date on screen before she finished the sentence.
Naledi DlaminiOwner, Dlamini Electrical · Durban North

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