Operations

Operations covers the order lifecycle from customer request to completed service. Use this guide for order entry, route control, dispatch, driver assignment, stop remarks, WhatsApp communication, and live operational checks.

1. Order Intake

Orders can be created by tenant users or submitted by customer portal users.

Tenant-created order

1. Open Orders -> New Order.
2. Select customer and department.
3. Enter service date, service time, pickup address, and drop-off address.
4. Add passenger details when required.
5. Add configured add-ons or one-off custom add-ons if applicable.
6. Save the order.

Customer-created order

1. Customer logs in from the customer portal login.
2. Customer opens New Order.
3. Customer enters route, passenger, and optional add-on details.
4. Customer submits the order for tenant review.

2. Order Review and Acceptance

After an order is created, operations should review it before operational work starts.

Status	Meaning	Operational Action
Submitted / Pending	Order is not accepted yet.	Review only. Driver assignment and completion actions should stay locked.
Accepted	Order is approved for operation.	Dispatch, route edit, timeline, WhatsApp, and completion actions can proceed.
Rejected	Order is declined.	No price warning or operational action required.
Cancelled	Entire order is cancelled before operation is completed.	Keep record only.
Terminated	Order started but cannot complete all planned stops.	Keep history and stop further operational changes.
Completed	Service is completed.	Ready for billing or finance follow-up.

3. Route Management

Route Management controls pickup/drop-off pairs.

Add route

1. Open the order.
2. Go to Order Detail -> Route Management.
3. Click Add Route.
4. Select a preset route or enter manual pickup/drop-off addresses.
5. Save the route.

The new route should reflect in:

• Order Detail stop list;
• Order Timeline planned stops;
• Price Breakdown route line;
• Dispatch board.

Route sequencing

Route sequencing is pair-based. A pickup and its drop-off move together.

1. Select the pickup/drop-off pair to move.
2. Click the arrow slot before or after another pair.
3. The system updates stop sequence and route line order.
4. Order Timeline and Dispatch follow the new sequence.

4. Price Breakdown Checks

Operations should confirm that every active billable order has pricing before billing.

Indicator	Meaning	Action
Red price indicator	Price is missing or incomplete.	Open Price Breakdown and complete pricing.
No indicator on rejected/cancelled order	Pricing is not required.	No action.
Add-on draft indicator	Unsaved add-on draft exists.	Save or cancel the draft.

5. Dispatch

Dispatch is used to assign drivers and manage stop-level execution.

Assign driver

1. Open Dispatch.
2. Filter by service date, department, customer, or WhatsApp status.
3. Select driver from the row or bulk action area.
4. Apply assignment.

Service time

Set service time per stop when timing must be controlled manually. Auto planning should respect route order and travel gaps.

Stop remarks

Each stop can have a remark.

• Remarks are shared between Order Detail, Order Timeline, and Dispatch.
• A red indicator appears when a stop remark exists.
• Final-status orders show remarks as read-only.

6. WhatsApp Communication

WhatsApp messages can be sent from Orders and Dispatch.

Recipient	Source	Requirement
Passenger	Passenger contact number on order.	Country code and phone number must be filled.
Customer	Customer group chat link.	Group link must be configured in customer profile.

Message templates are managed in Profile -> Communication.

A sent indicator means the template was clicked and WhatsApp was opened or copied. WhatsApp delivery itself is not confirmed by the system.

7. Live Tracking

Live Tracking shows driver location when the mobile app reports GPS positions. Use it for operational visibility, not as the only proof of service completion. Stop photos, timeline images, and completion records should remain the audit source.

8. Recommended Daily Workflow

1. Review submitted orders.
2. Accept valid orders or reject invalid requests.
3. Check price indicators.
4. Assign drivers in Dispatch.
5. Add stop remarks and special requests.
6. Monitor stop status and WhatsApp communication.
7. Complete orders after service.
8. Hand over completed orders to Finance.