In this article, you’ll learn how and when to use live chat support with Dispatch.
Solution: To understand when Dispatch Support is available and how they can help you with active orders.
How to contact Dispatch Support
To access Dispatch Support open the Settings Menu and select "Contact Support", this will bring you into the chat where you can select "Problem with an active order."
You do not need to use chat to submit adjustment requests or update your vehicle, that can be done right through the settings menu.
When To Contact Support
Live Chat support is for ACTIVE ORDERS ONLY. Please note that this does not replace the current process of reaching out to customers. You should still call the customer’s pickup or drop-off contact before reaching out to Dispatch Support.
Issues or updates with an existing order
If you have already updated the customer by calling them through the app, you likely do not need to provide Dispatch a separate update. If you are having trouble reaching the customer and have a critical update please alert Dispatch. If you arrive at the drop-off location and the recipient doesn’t answer or no one is available to receive, make sure to call the pickup contact for assistance as well. If they don’t answer or are unable to help, then contact Dispatch support. Proactive communication is always appreciated.
Being unassigned from an order
We can remove you from an order but be careful not to release too many. It may impact your access to future orders, customers depend on reliability.
Delivery cannot be completed
If for any reason your delivery cannot be completed please contact support immediately. Do not return materials or drop them in an unapproved area without confirmation from Dispatch. If items need to be returned we will create a new order for you to complete
Do not attempt to lift or move materials that require assistance or equipment-contact support. Never operate a forklift or other customer equipment.
Live Support is available Monday through Friday 4am CST to 7pm CST and
Saturday 7 CST to 3 CST (hours may vary slightly on Saturday.)
Non Urgent Inquiries
You can click “General driver question” that help you with some frequently asked questions. If you cannot find answers to your questions in our support library please send an email to drivercare@dispatchit.com, we typically respond within a day or two.