Customer visits and offline work

Customers, visits, journey plans and field reports are included in core HR. Your permissions determine which employees and customers you can access. Use mobile Field work to record visits and prepare your own journey plans when permitted. Managers plan work on the web and can review their team's work on the web or in the mobile app.

Prepare and record a visit

1. Open Field work while connected and refresh to download your assignments. Refresh again before leaving for work so customer details, visit requirements and permissions are current.
2. Open a planned visit, or create an unplanned visit when your administrator allows it. Choose an assigned customer and visit date.
3. Check in on arrival. If attendance is required, check into your shift first. If location is required, allow location access and obtain an accurate position.
4. Add any required notes and photos, then check out when finished and choose the outcome. Use the camera or select a photo from your device. A visit photo is a private attachment available to authorized viewers.

Photos can be added only while a visit is in progress, up to 10 per visit; add them before checking out. Each photo is recorded in the visit history. Photos taken offline count toward the limit and upload in order before the checkout is sent.

The visit page shows the check-in and checkout location evidence: whether the position was inside the customer area, its distance from the customer's location and its GPS accuracy. A large accuracy value means the position is uncertain, so a distance close to the boundary may not be reliable.

Attendance and visits are independent records. Checking out of a visit does not end your work session, and ending attendance does not prevent finishing an open visit. The policy captured for an active visit governs its checkout, even if settings change later. Check-in and checkout may have different location requirements.

If you cannot record a visit normally, use the available correction request and explain the change needed. An authorized manager reviews the request and records any correction with its reason. Missed or stale visits remain visible for follow-up; they do not become completed automatically.

Review your team on mobile

Managers and HR open Team field work from Work or the home screen. It appears when you can view your team's or everyone's visits, journey plans or customers, even if you do not record visits yourself; you see only the employees and customers your permissions allow.

• Today summarises your team's scheduled, completed and on-duty work, and lists visits that need follow-up: change requests, visits left checked in too long, and visits missed in the past week.
• Visits, Journey plans and Customers list your team's records. Search them, or use the filter to show one employee.

Team field work needs a connection and is read-only. Approve or reject submitted journey plans in Approvals; correct or reassign visits and maintain customers on the web. Checking in to a visit and creating your own customers stay in your own Field work and need visit-recording permission.

Recover saved work

Your visits download automatically when you open the app, check in or come back online, so they are ready if you lose signal. The app can save actions for those visits while offline and sends them automatically when the connection returns. Keep the app's data intact until the sync icon on Today shows everything is sent. Saved work is encrypted and separated by account and server. Recent completed visits remain available in downloaded history.

Tap the sync icon on Today and choose Try now to send straight away. If the server refuses a change, for example because the visit was reassigned, cancelled or changed, the visit shows the reason with Discard this change, and the sync sheet lists it too. A rejected check-in prevents its dependent checkout from being sent. Discarding removes all unsent actions and photos for that visit from this device; do this only when they are no longer needed. When a visit needs you to be at work, Check in offers to check you in to work first.

Customer and visit creation require a connection. If their response is lost, the app sends the same request again automatically, so it cannot create a duplicate; you can add another record once it is sent. New customers are numbered automatically using the customer code prefix in Settings → Code prefix. To place a customer on the map, choose Use current location or Find an address; coordinates are never typed by hand.