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Set up dispatch routing rules

Send service requests to the right provider or team automatically.

Dispatch routing decides where a new service request goes without anyone having to assign it by hand. You define a prioritized list of rules; when a request comes in, Equips checks your rules from top to bottom and uses the first one that matches. Anything that matches no rule falls to a Default Route.

Open Settings → Organization → Dispatch. The "Routing Priority Order" shows your rules grouped by type, evaluated in this order: Service Request Tag (1), Equipment (2), Location (3), Category (4), and Default Route (5). The "Routing Help" link at the top explains how matching works.

Add a custom route

  1. On the Dispatch tab, click Add Custom Route.
  2. Under "Routing by," choose what the rule matches on: Location, Equipment Categories, Equipment, or Service Request Tag.
  3. Select the specific value(s) to match — for example the tags, locations, categories, or equipment this rule should apply to.
  4. Choose the destination:
    • Leave "Dispatch To Provider" off to route to an internal team — enter a Main Internal Maintenance Contact email, and use "Add additional contacts" for more recipients.
    • Turn "Dispatch To Provider" on to route to an outside company — search for and select the Requested Provider.
  5. Under "Set Routing Schedule?", choose No to apply the rule at all times, or Yes to limit it to specific hours (for example, route to an after-hours provider outside business hours).
  6. Click Save. The new rule appears in its section of the priority list.

Edit, reorder, or remove a route

  1. Use the pencil icon on any route to change its match values or destination.
  2. Use the trash icon to delete a route you no longer need.
  3. Routes are evaluated by section priority (Tag → Equipment → Location → Category), so place the most specific rules in the higher-priority sections.

Set the default route

The Default Route at the bottom is the fallback used when no other rule matches. Set it to the email of the team that should catch everything else (for example, an internal dispatch address). You can also add general Provider dispatch instructions lower on the page that accompany dispatched requests.

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