Operations

Operations covers order acceptance, route control, Planner, driver assignment, stop remarks, WhatsApp communication, Push to Apps, and Live Tracking. Use this guide as the working SOP for daily control-room users.

1. Daily Operations Flow

1. Review new orders in Orders.
2. Accept valid orders before assigning drivers or editing operational routes.
3. Check Price Breakdown indicators and resolve missing prices before billing.
4. Open Planner, select the service date and driver department, then plan stops.
5. Set service times and drivers, add stop remarks, and validate the route sequence.
6. Click Push to Apps only after the plan is ready for drivers.
7. Monitor execution in Live Tracking.
8. Review completion, attachments, and exceptions before handing over to Finance.

:::warning Important status rule Submitted, rejected, cancelled, completed, and terminated orders are operationally locked. Do not expect driver assignment, route editing, stop cancellation, timeline images, or completion actions to work unless the order is accepted or already in the correct operational state. :::

2. Order Status Rules

Status	Meaning	What you can do
Submitted / Pending	Customer or tenant created the order but it is not accepted.	Review, price check, accept or reject. Do not assign drivers.
Accepted	Order is approved for operation.	Plan, assign driver, edit route, add remarks, push to app.
In Progress	Driver has started execution.	Continue tracking; route changes should be controlled carefully.
Completed	Service is finished.	Review attachments and billing readiness.
Cancelled	Entire order cancelled before completion.	View history only.
Terminated	Work started but remaining stops were cancelled or could not continue.	View history only.
Rejected	Order declined.	View history only; pricing indicator is not required.

3. Planner Overview

Open Planner to plan stops by service date, department, customer, WhatsApp status, and order status.

Required first step

Select a Driver Department before expecting the task list to load. The Planner is department-driven so the system can show only the relevant drivers, vehicles, leave/rest-day status, and stops.

Main filters

Field / Button	Function
Service Date	Loads stops scheduled for the selected date.
Driver Department	Filters drivers and tasks by department. Department indicators show whether that department has pending/completed work.
Customer	Narrows the plan to one customer. Use All Customers for the full department workload.
WhatsApp Status	Filters by orders where WhatsApp templates have or have not been sent.
More Filters	Shows advanced filters such as order status.
Reset	Clears filters back to default.
Loading progress	Shows 0-100% loading while Planner reloads data. If it stays at 0%, check network or page errors.

Department indicator legend

Use the hint icon next to Driver Department to understand the department dot colors.

Indicator	Meaning
No dot / no color	No task for that department on the selected date.
Red dot	Department has uncompleted or attention-required tasks.
Yellow dot	Department has tasks that are completed or mostly completed.
Green dot	Department is ready/healthy based on the current workload status.

4. Planner Dashboard Cards

Card	Meaning	What to check
Total Orders	Number of orders in the current filter result.	If zero, confirm service date and department.
Assigned Stops	Stops already assigned to drivers.	Should increase after assignment or auto planning.
Unassigned Stops	Stops with no driver.	Must be resolved before Push to Apps.

5. Planner Tabs

Tab	Function
All tasks	Shows every stop in the current filters.
Unassigned	Shows only stops without a driver. Use this to clean up planning gaps.

If an order or stop is missing, check these first:

• order status is accepted or in progress;
• service date matches the Planner date;
• department matches the selected driver department;
• customer filter is not hiding the order;
• stops were created correctly in Order Detail.

6. Planner Bulk Buttons

Button	Function	Do / Do not
Select visible	Selects all visible stops.	Use after filtering carefully.
Clear selected	Clears selected stops.	Use before changing department/filter.
Bulk Select driver	Chooses one driver for selected stops.	Confirm the selected count first.
Apply	Assigns the selected driver to selected stops.	Do not apply to the wrong department or date.
Auto Plan	Automatically schedules and assigns stops based on driver availability, route sequence, service time anchors, and travel estimates.	Review results before Push to Apps.
Reset Planned	Clears planned assignments/times generated by planning.	Use carefully; it may remove work that was prepared.
Routing	Runs routing checks / route calculations for selected stops.	Use when distance or route timing looks wrong.
Push to Apps	Publishes the current plan to the driver app.	Only click after driver, service time, and stop sequence are correct.

7. Stop Row Buttons and Fields

Control	Function
Selection checkbox	Selects a stop for bulk assignment or reorder action.
Red sequence indicator	Warns that a stop or route chain has an issue. Open the tooltip/popover to read the reason.
Stop ID	Exact backend stop number. This must match the driver app and Live Tracking.
Service Time	Planned service time for the stop. Save it before pushing to apps.
Assign Driver	Assigns or changes the stop driver. The dropdown floats above the table and scrolls internally.
Remark icon	Adds or views the stop remark shared with Order Detail, Timeline, and Planner. Red indicator means a remark exists.
Attachments	Opens or reviews timeline/stop images where available.
Action / WhatsApp	Opens WhatsApp template actions for passenger or customer.

Service time rules

• If the customer requested a fixed service time, set it before auto planning.
• If there is no preset time for later route pairs, the system may apply the default travel/wait planning logic.
• Save service time changes before refreshing or pushing to apps.
• If service time becomes 00:00, treat it as an error state and recheck saved stop data before pushing.

8. Route Sequence Rules in Planner

Planner follows the route-pair sequence from Orders -> Order Detail.

For an order with multiple pickup/drop-off pairs:

1. Route 1 pickup must happen before Route 1 drop-off.
2. Route 2 pickup must happen after Route 1 drop-off plus travel/wait time, unless Route 2 has a manual service-time anchor.
3. The same rule continues for Route 3, Route 4, and beyond.
4. Different drivers can handle different route pairs, but the sequence still must be valid.

Sequence warnings

A red indicator appears when:

• a drop-off is planned before its pickup;
• the next pickup is planned before the previous drop-off;
• travel/wait gap is impossible;
• manual time anchors conflict with the route chain.

Fix sequence warnings before pushing to apps.

9. Auto Plan Logic

Auto Plan is designed to use only the drivers needed to complete the schedule where possible.

It considers:

• selected service date;
• selected driver department;
• accepted/in-progress orders;
• stop sequence from Order Detail;
• service-time anchors requested by customer or set by admin;
• driver leave/rest-day/availability;
• vehicle maintenance/breakdown availability;
• route distance and travel estimates;
• default gap between route pairs where no fixed time exists.

Do

• Set required service times first.
• Confirm driver department before planning.
• Review unassigned stops after auto planning.
• Resolve red indicators before Push to Apps.
• Use manual assignment when the planner cannot safely infer the best driver.

Do not

• Do not push a plan with 0 stops pushed unless there are truly no stops for that date/department.
• Do not assume auto planning can override an impossible fixed service time.
• Do not use a vehicle marked under maintenance/breakdown unless a vehicle swap is recorded.
• Do not refresh during an in-progress push or sync operation.

10. Push to Apps

Push to Apps is the publishing step. Driver app jobs should not update from draft Planner changes until this button is clicked.

Before pushing, confirm:

• correct service date;
• correct driver department;
• stops are assigned to drivers;
• service times are saved;
• stop IDs are correct;
• no sequence warning remains;
• stop remarks and special requests are complete;
• required photo policy is known by the driver.

After pushing:

• drivers receive app notifications for new, changed, or removed stops;
• driver app jobs should show every pushed stop using the exact backend Stop ID;
• removed stops notify the previous driver only;
• added stops notify the new driver;
• pickup/drop-off address changes notify the affected driver.

Common Push to Apps errors

Message / Symptom	Likely cause	Fix
0 stops pushed to driver app	No eligible assigned stops in the selected date/department, or changes were not saved.	Check filters, assignment, service time, order status, and save state.
Driver does not see job	Push was not completed, driver account is inactive, or app session expired.	Push again after checks; ask driver to reopen the app/login.
Wrong Stop ID in app	Stop payload is stale or app not updated.	Re-push and verify the app version.
Times reset to 00:00	Service time was not saved or backend rejected the value.	Re-enter time, save, then push.

11. Stop Remarks

Stop remarks are operational notes per stop.

Where they appear:

• Order Detail;
• Order Timeline;
• Planner;
• Dispatch/driver planning context where applicable.

Rules:

• Remarks are shared across all views for the same stop.
• Red dot on the remark icon means a remark exists.
• Completed, cancelled, terminated, or rejected orders show remarks read-only.
• Use stop remarks for driver instructions that belong to a specific pickup/drop-off.

Do not use stop remarks for private finance notes or customer billing disputes.

12. WhatsApp Communication in Planner

Planner uses the same WhatsApp template source as Orders.

Recipient	Requirement	Behavior
Passenger	Passenger country code and contact number.	Opens WhatsApp direct chat with rendered template.
Customer	Customer WhatsApp group link.	Copies message and opens group link.

A sent indicator means the template was clicked/opened. It does not confirm delivery or that the recipient read it.

13. Live Tracking Overview

Live Tracking shows driver location from the mobile app. It is for operational visibility and ETA monitoring.

The page includes:

• map;
• driver department filter;
• driver list/cards;
• driver detail panel;
• current location and destination;
• assigned order list;
• route distance;
• remaining distance and estimated time;
• export/download.

14. Live Tracking Filters and Driver Cards

Field / Area	Function
Driver Department	Filters to driver departments only. Staff-only departments should not appear.
Driver cards	Show driver online/stale/offline status, ETA, speed, last update, and active state.
Selected driver	Opens the driver detail panel without changing card size.
Map	Shows driver position and route context where available.

Driver status meaning

Status	Meaning	Action
Online	App recently sent GPS.	Monitor normally.
Stale	Last GPS is old.	Contact driver if the trip is active.
Offline / No signal	No recent GPS.	Ask driver to open app and allow location permission.

15. Live Tracking Driver Detail

Field	Meaning
Last seen	Last time the app sent a valid location update.
Speed	Driver speed from GPS, when provided.
Heading	Movement direction, when provided.
Accuracy	GPS accuracy reported by the device.
Location	Current detected driver location. Map button opens Google Maps.
Destination	Next active stop destination based on incomplete stops.
Order	Clickable list of assigned order numbers. Completed orders are struck through.
Route Distance	Current route segment, for example STOP 101 -> STOP 102.
Remaining Distance	Distance/time from current GPS location to the next destination.

How remaining distance should behave

The value should update as the driver moves. It can decrease, increase, or reroute depending on actual movement, but it should always be calculated from current GPS location to the next incomplete stop destination.

16. Live Tracking Buttons

Button	Function
Order link	Opens the order in a new browser tab.
Location map button	Opens Google Maps from current location to destination.
Download Excel	Exports tracking records. Stop numbers should use exact backend Stop IDs.
Refresh / auto refresh	Updates driver status and location data without manual page reload where supported.

17. Live Tracking Export

The Excel download should include:

• driver;
• department;
• order number;
• exact Stop ID, such as STOP 101;
• current location;
• destination address;
• latitude/longitude;
• route distance and remaining distance where available;
• recorded date;
• recorded time.

Each location push should be recorded as its own line item.

18. Photo Requirement Departments

If a department requires photo proof, drivers must upload the required photo before completing the stop.

Recommended setup:

1. Open department settings.
2. Enable the photo requirement for the relevant department.
3. Confirm drivers know they cannot complete required stops without upload.
4. Review attachments in Planner or Order Timeline.

19. Vehicle Breakdown and Maintenance Impact

If a vehicle breaks down during work hours:

1. Record the vehicle maintenance/breakdown entry under the vehicle maintenance tab.
2. Set from/to dates. Leave to date empty if the issue is ongoing.
3. Reassign affected stops or swap vehicle/driver where required.
4. Re-run planning checks.
5. Push updated tasks to the app after changes are confirmed.

A vehicle under active maintenance should not be scheduled unless an approved swap or sharing arrangement is recorded.

20. Common Operations Mistakes

Mistake	Result	Prevention
Planning before accepting order	Assignment/action blocked.	Accept the order first.
Forgetting to select department	Empty or misleading Planner list.	Select Driver Department first.
Setting time but not saving	Time may disappear after refresh.	Save before leaving the row/page.
Pushing with unassigned stops	Driver app receives incomplete schedule.	Check Unassigned tab first.
Ignoring route sequence warning	Driver may receive impossible route order.	Fix red indicators before push.
Expecting WhatsApp delivery proof	System only logs clicked/opened.	Confirm manually if critical.
Treating Live Tracking as proof of completion	GPS is visibility only.	Use completion records and attachments for audit.