Knowledge Base

Step-by-step guides for Dispatchers, Admins, and Fleet Managers.

1. Getting Started with Your Account

Overview: Complete your initial setup and configure your company workspace.

  1. Accept Your Invitation — Check your email for the invitation link from your company administrator. Click the link to create your user credentials and set your password.
  2. Complete Your Profile — After logging in, navigate to Settings → My Profile. Add your contact information, set your timezone, and upload a profile photo for team identification.
  3. Review Your Role & Permissions — Your administrator has assigned you a role (Dispatcher, Admin, or Fleet Manager). Review your dashboard to understand which modules you can access.
  4. Set Notification Preferences — Configure how you want to receive alerts: email notifications for critical route changes, in-app notifications for order updates, and SMS alerts for urgent exceptions.
  5. Familiarize Yourself with the Dashboard — The main dashboard displays today's operations summary: active routes, pending orders, driver status, and any exceptions requiring attention.

2. Managing Your Fleet

Overview: Add vehicles, configure capacities, and assign them to drivers or service groups.

  1. Navigate to Fleet Management — From the main menu, select Fleet → Vehicles to view your current vehicle inventory.
  2. Add a New Vehicle — Click "Add Vehicle" and enter the required information: license plate, vehicle type (cargo van, truck, etc.), model, year, and VIN number.
  3. Set Vehicle Capacities — Configure the maximum weight (kg), volume (cubic meters), and order capacity. These constraints are used during route optimization.
  4. Assign to Driver or Business — Each vehicle must belong to either a specific driver or your business fleet. Select the ownership type and assign accordingly.
  5. Add Telematics (Optional) — If your vehicle has a GPS tracking device, go to the Telematics tab, enter the device serial number and manufacturer. This enables real-time location tracking.
  6. Activate the Vehicle — Toggle the Active Status to make the vehicle available for route assignments.

3. Setting Up Service Groups

Overview: Service groups define operational boundaries, constraints, and optimization rules for your delivery operations.

  1. Access Service Groups — Navigate to Configuration → Service Groups to view existing groups or create new ones.
  2. Create a New Service Group — Click "New Service Group" and provide an identifier (e.g., "Downtown Express" or "Regional Freight") and description.
  3. Define Route Constraints — Set the operational limits that apply to all routes in this group:
    • Maximum route distance (meters)
    • Maximum number of orders per route
    • Maximum route duration (minutes)
  4. Configure Assignment Mode — Choose whether drivers are assigned manually by dispatchers or automatically by the optimization engine.
  5. Assign Drivers & Vehicles — Link the drivers and vehicles that operate within this service group. Only assigned resources will be considered during route planning.
  6. Set Depot Locations — Designate one or more depot locations where routes start and end. These serve as loading/unloading points.

4. Managing Drivers

Overview: Onboard drivers, manage their availability, and monitor their performance.

  1. Invite a New Driver — Go to Team → Drivers → Invite Driver. Enter their email address and assign them to a service group. They'll receive an email to download the Driver App.
  2. Assign Vehicle to Driver — Once the driver account is active, assign their primary vehicle from Fleet → Vehicles. Select the driver from the dropdown.
  3. Set Driver Availability — Navigate to the driver's profile → Availability tab. Configure their working days and shift times (start and end times).
  4. Configure Skill Types (Optional) — If certain deliveries require special skills (e.g., installation, heavy lifting, hazmat), assign the appropriate certifications to qualified drivers.
  5. Review Driver Performance — Use the Performance tab to view completion rates, on-time percentage, customer ratings, and the AI-powered Driver Performance Coach insights.

5. Understanding Order Flow

Overview: Learn how orders flow through the system from ingestion to delivery completion.

  1. Order Ingestion via API — Orders enter the system through your external systems via API integration. Each order includes: customer information, delivery address, time windows (if applicable), package details, and priority level.
  2. Automatic Address Resolution — The system geocodes delivery addresses and creates location records. Addresses are deduplicated using hash-based matching.
  3. Order Status Tracking — Monitor orders through their lifecycle:
    • Pending — Awaiting route assignment
    • Confirmed — Assigned to a route
    • In Progress — Route has started
    • Completed — All service tasks finished
    • Cancelled — Order removed from operations
    • Failed — Delivery unsuccessful
  4. View Order Details — Click any order to see full details: package contents, service tasks (delivery, pickup, installation), customer notes, and tracking history.
  5. Handle Rejected Orders — Orders failing validation appear in the Rejected Orders queue. Review the rejection reason, fix the data issue, and resubmit.

6. Route Planning & Optimization

Overview: Generate optimized routes that balance efficiency, time windows, and vehicle capacity.

  1. Select Date & Service Group — Navigate to Route Planning and select the target date and service group for optimization.
  2. Review Pending Orders — The system displays all pending orders eligible for routing. Orders with missing data are flagged for review.
  3. Configure Optimization Settings — Adjust parameters if needed:
    • Time limit for solver (seconds)
    • Solution strategy (fastest vs. most efficient)
    • Priority weighting (how much to favor high-priority orders)
    • Allow dropped orders toggle
  4. Run Optimization — Click "Optimize Routes" to generate optimized routes. The AI considers vehicle capacity, time windows, driver shifts, and travel distances.
  5. Review Results — Examine the generated routes:
    • Number of routes created
    • Orders assigned vs. orphaned
    • Total distance and time estimates
    • Any constraint violations
  6. Handle Orphan Orders — Orders that couldn't fit any route appear in the Orphan Queue with reason codes (capacity exceeded, time window conflict, etc.). Manually assign or reschedule these.
  7. Approve & Dispatch — Once satisfied, approve the routes. This changes their status from "Draft" to "Planned" and makes them visible to drivers.

7. Dispatching & Assigning Routes

Overview: Assign optimized routes to drivers and send them to the Driver App.

  1. View Planned Routes — Navigate to Dispatch → Today's Routes to see all planned routes awaiting assignment.
  2. Manual Driver Assignment — If your service group uses manual assignment, click a route and select a driver from the available driver list. Only drivers with matching availability and vehicle capacity are shown.
  3. Verify Route Details — Review the route summary: stop count, estimated duration, start/end times, and total load.
  4. Dispatch the Route — Click "Dispatch" to push the route to the driver's mobile app. The route status changes to "Assigned."
  5. Communicate with Driver — Use the in-app chat to send instructions or special handling notes. The Driver Communication Agent can auto-generate messages for common scenarios.
  6. Monitor Acceptance — Track whether the driver has acknowledged the route in their app. Unacknowledged routes are flagged after a configurable timeout.

8. Real-Time Route Monitoring

Overview: Track active routes, monitor progress, and respond to exceptions.

  1. Access Live Operations — The Operations Dashboard shows all in-progress routes on an interactive map with real-time driver positions.
  2. Monitor Route Progress — Each route displays:
    • Current stop and remaining stops
    • Planned vs. actual arrival times
    • Completion percentage
    • Any ETA delays detected by Route Watcher Intelligence
  3. View Driver Trail — Click a driver marker to see their GPS trail, current speed, and route deviation alerts.
  4. Handle Exceptions — When the Exception Management Agent detects issues (missed time windows, extended dwell times, route deviations), you'll receive alerts. Click to investigate and take action.
  5. Communicate in Real-Time — Send instant messages to drivers through the route chat. The Customer Communication Agent can also auto-notify recipients of delay updates.
  6. Monitor Stop Completions — Watch as drivers complete stops with verification (signature, photo, age check). Completed stops turn green on the map.

9. Managing Service Tasks

Overview: Understand and manage service tasks — the individual actions performed at each stop.

  1. Understand Task Types — Each order generates one or more service tasks:
    • DELIVER — Drop off packages
    • PICKUP — Collect packages
    • INSTALL — Installation service
    • SERVICE — Maintenance/repair work
  2. View Task Queue — Navigate to Operations → Service Tasks to see all tasks organized by status: Waiting, In Progress, Completed, Failed.
  3. Monitor Task Execution — When a driver starts a task, you'll see real-time updates including their location (geofence validation) and start timestamp.
  4. Review Verification Data — Completed tasks include proof of delivery: signatures captured on the driver's device, photos, and age verification records.
  5. Handle Partial Completions — If only some packages in an order were delivered, the task shows "Partial Success" with notes (e.g., "3/4 Packages Delivered").
  6. Process Failures — Failed tasks require attention. Review the driver's notes, photos, and decide on rescheduling or customer contact.

10. Package Tracking

Overview: Track individual packages through the delivery lifecycle.

  1. Search by Tracking Number — Use the Package Search to find any package by its tracking number or order number.
  2. View Package Status — Each package shows its current status:
    • Pending (not yet on route)
    • In Transit (en route to destination)
    • Delivered (confirmed delivery)
    • Failed (delivery attempt unsuccessful)
    • Returned (returned to depot)
  3. Track Package Journey — View the complete package timeline: when it was created, assigned to a route, loaded, departed depot, arrived at stop, and delivered.
  4. Access Proof of Delivery — For delivered packages, click to view the verification evidence: recipient signature, delivery photo, and delivery timestamp with location.
  5. Respond to Customer Inquiries — Use the package details page to get all information needed for customer service: ETA, driver contact, delivery location.

11. Working with AI Agents

Overview: Leverage AI-powered agents that automate monitoring, communication, and decision-making.

  1. Route Watcher Intelligence — This agent continuously monitors planned vs. actual routes, ETAs, and order statuses. When deviations are detected, you receive intelligent alerts with suggested actions.
  2. Driver Communication Agent — Automates routine driver communications: shift reminders, schedule changes, delivery instructions. Configure templates and let the AI personalize messages.
  3. Exception Management Agent — Detects and categorizes operational exceptions (delays, failures, customer issues). It prioritizes exceptions by impact and suggests resolution workflows.
  4. Predictive Incident Prevention Agent — Analyzes patterns to predict potential issues before they occur: traffic delays, weather impacts, driver fatigue risks.
  5. Incident Response Orchestrator — When incidents occur, this agent coordinates the response: notifying stakeholders, triggering backup plans, documenting the incident.
  6. Fleet Health Manager — Monitors vehicle health indicators from telematics: maintenance schedules, fuel efficiency, mechanical alerts. Schedules preventive maintenance.
  7. Performance Intelligence Agent — Aggregates operational data to surface insights: route efficiency trends, cost per delivery, optimization opportunities.
  8. Driver Performance Coach — Provides personalized feedback to drivers: driving behavior, efficiency tips, recognition for achievements.
  9. Customer Communication Agent — Handles automated customer notifications: delivery confirmations, ETA updates, delay alerts. Maintains consistent, professional communication.
  10. Strategic Capacity Planner — Analyzes demand patterns and recommends capacity adjustments: when to add drivers, vehicle requirements, service area expansion.
  11. Fleet Equipment Agent — Tracks equipment and assets beyond vehicles: delivery equipment, specialized tools, returnable containers.

12. Using Dashboards & Analytics

Overview: Access operational intelligence through dashboards and reports.

  1. Operations Dashboard — Your daily command center showing:
    • Active routes and completion status
    • Orders pending, in-progress, completed
    • Exception count and severity
    • Real-time map visualization
  2. Executive Summary — High-level KPIs for leadership:
    • Daily/weekly/monthly delivery volumes
    • On-time delivery percentage
    • Cost per delivery trends
    • Customer satisfaction scores
  3. Driver Performance Dashboard — Individual and team performance:
    • Completion rates
    • Average stops per hour
    • Distance efficiency
    • Customer ratings
  4. Package Tracking Analytics — Package-level insights:
    • First-attempt delivery rate
    • Failure reasons breakdown
    • Delivery time analysis
    • Geographic distribution
  5. Export Reports — Generate and download reports in PDF or CSV format for sharing with stakeholders or external analysis.

13. System Administration (Admins Only)

Overview: Configure system settings, manage users, and maintain security.

  1. Manage User Accounts — Navigate to Admin → Users to invite new users, modify roles, or deactivate accounts.
  2. Configure Roles & Permissions — Define custom roles with specific permissions: which modules users can access, whether they can modify data or only view.
  3. API Key Management — For external integrations, manage API keys in Admin → API Keys. Set allowed IP addresses, rate limits, and expiration dates.
  4. Set Up Domains & Security — Configure allowed email domains for user registration and enable two-factor authentication requirements.
  5. Review Audit Logs — All system actions are logged. Review the audit trail to track changes, investigate issues, or meet compliance requirements.
  6. Configure Notifications — Set up system-wide notification rules: which events trigger alerts, who receives them, and through which channels.

14. Handling Order Cancellations

Overview: Process order cancellations received via API and manage route impacts.

  1. Cancellation Processing — When a cancellation request arrives via API, the system automatically updates the order status to "Cancelled" or "Customer Cancelled."
  2. Route Impact Assessment — If the cancelled order was already on a route, the system flags the route for review.
  3. Review Affected Routes — Navigate to the route containing the cancelled order. The stop associated with the cancellation is highlighted.
  4. Re-optimize if Needed — For routes not yet dispatched, you can re-run optimization to remove the stop and improve remaining stop sequencing.
  5. Notify Driver — For dispatched routes, the driver receives an automatic notification about the cancellation. Use chat for any special instructions.
  6. Track Cancellation Metrics — Monitor cancellation rates and reasons in the Analytics section to identify patterns.

15. Depot & Location Management

Overview: Manage depot locations and customer delivery points.

  1. View All Locations — Navigate to Configuration → Locations to see all addresses in the system: depots, warehouses, customer locations.
  2. Add a New Depot — Click "Add Location" and mark it as a depot. Enter the address, coordinates, and assign a depot code for identification.
  3. Manage Depot Services — Configure which service groups operate from each depot and the depot's operational hours.
  4. Location Geocoding — New addresses are automatically geocoded. Check the Geocoding Queue for any addresses that failed automatic resolution.
  5. Review Location Quality — The system assigns geocoding confidence scores. Low-confidence addresses may need manual verification.
  6. Consolidate Duplicate Addresses — The system uses location hashing to group addresses at the same building/complex, enabling stop consolidation during optimization.