AireTrac

User Manual

Admin and Dispatcher Manual

A printable guide for office staff using the AireTrac web app to manage customers, service requests, the Schedule workspace, dispatch, calendar imports, estimates, invoices, and technician coordination.

Who this booklet is for

This manual is for company admins and dispatchers. Admins can manage the organization, billing, staff, and settings. Dispatchers focus on daily operations: customers, service requests, scheduling, the dispatch board, estimates, invoices, and customer follow-up.

AireTrac is designed as a connected workflow. Customers request service, dispatchers schedule and assign work, technicians complete field actions in the mobile app, and the office reviews pricing, billing, and follow-up from the web app.

Main web areas

Schedule (calendar board + setup rail)
Service requests
Dispatch board
Customers
Google Calendar and accounting integrations
Technicians and dispatchers
Settings, billing, accounting, analytics

Connected mobile work

Technician job queue
On-call/off-duty status
Live location during active jobs
Job status updates
Field estimates, invoices, signatures, photos

AireTrac

Getting Started

Signing In and Understanding Roles

Sign in from the AireTrac web app using the credentials issued for your organization. After sign-in, tenant staff must accept the service agreement before entering the workspace.

Admin

Admins can use the full company workspace.

Manage customers, service requests, dispatch, map, and analytics.
Add technicians and dispatchers.
Manage company profile, logo, scheduling settings, billing, and accounting.

Dispatcher

Dispatchers manage daily operations without changing company administration.

Create customers and service requests.
Assign jobs to technicians and monitor progress.
Handle estimates, invoices, cancellations, and follow-up.

Navigation overview

Area	What it is used for
Schedule	The consolidated scheduling workspace (replaces the old Dashboard and Calendar tabs): a status strip, a drag-to-move calendar Board, a multi-week Overview, and a setup rail for time-off approvals, working hours, org-wide blackouts, and online booking.
Service requests	The main job lifecycle board: active jobs, completed jobs, cancelled jobs, estimates, invoices, follow-up, and thank-you emails.
Dispatch board	Assign and order the day route. Routes are optimized and can be manually adjusted.
Customers	Customer accounts, service addresses, pairing codes, and job history.
People	Technicians and dispatchers. Admin-only for staff management.
Admin	Settings, billing, integrations, accounting exports, and API health. Admin-only.

New — one Schedule workspace: The separate Dashboard and Calendar tabs have been merged into Schedule. Use the Board view to drag appointments between days and times, the Overview view for the multi-week picture, and the Setup rail (right side) for time-off, working hours, blackouts, and online booking.

Real-time notifications: Admins and dispatchers now get live desktop notifications when a new service request comes in or an estimate needs pricing — no need to keep refreshing. Allow notifications when your browser asks. If notifications are blocked, AireTrac automatically falls back to background polling so you never miss an update.

Tip: If the app shows a load error, refresh the page first. If it persists, capture the route name and browser console error for support.

AireTrac

Customers

Adding and Managing Customers

Customers are the starting point for most dispatcher work. A customer profile stores contact information and service address details, and it can be paired with the customer mobile app.

Create a customer

1

Open Customers, then choose New customer.

2

Enter email, full name, phone, and service address if available.

3

Add notes that help dispatch, such as gate codes, special instructions, or billing contacts.

4

Optionally add the first service request while creating the customer.

5

Read or send the 8-character customer access code so the customer can pair their mobile app.

Customer access codes

The access code lets a customer open the AireTrac customer app without managing a separate password. Codes can be rotated or resent from the customer detail page when needed.

When to create a customer first

The customer calls in and is not already in the system.
You need to capture service address details before creating the first request.
You want the customer to receive mobile app tracking for the appointment.
You need to create multiple requests over time for the same home or business.

Best practice: Confirm the service address before creating or assigning the request. Google Calendar imports can create AireTrac jobs, but a technician cannot be assigned until the customer account has a complete service address.

What the customer sees in their app

The AireTrac customer app now opens on a redesigned home that leads with the customer's active visit — when a job is in flight, "what's happening right now" is the first thing they see, with the marketing/"How can we help?" content moved below. A thank-you card appears after a completed visit.

Live job tracking (iOS 16.2+): When a technician is dispatched, the customer gets a Live Activity on their lock screen and Dynamic Island that updates through Received → Scheduled → On the way → Working → Complete.
ETA: While the tech is On the way, the activity shows the technician's name and a live ETA in minutes. These updates are pushed even when the app is closed.

Why your status updates matter: The customer's live tracker is driven by the technician's job status. When the field marks On the way and In progress promptly, the customer's lock-screen activity and ETA stay accurate.

AireTrac

Service Requests

Creating and Handling Service Requests

A service request is the job record that connects the customer, dispatcher, technician, schedule, estimate, invoice, photos, status history, and follow-up activity.

Create a request

1

Open Service requests and choose New service request.

2

Search for the customer by name, email, or other identifying information.

3

Choose a category: AC repair, Heating, New install, Maintenance, Warranty claim, or Other.

4

Enter a clear problem description. Include symptoms, equipment type, urgency, and customer constraints.

5

Choose an arrival window when online booking windows are enabled, or enter a preferred time.

6

Submit the request and assign it from the service request list or dispatch board.

Request statuses

Status	Meaning	Typical next action
Pending	The request exists but has not been assigned.	Assign to a technician.
Assigned	A technician has the job in the mobile queue.	Monitor until the tech starts travel.
On the way	The technician is traveling to the service address.	Customer can be informed; dispatch can monitor map.
In progress	The technician is on site and working.	Watch for field estimate or completion updates.
Completed	The job has been completed by the technician.	Review invoice, send thank-you, schedule follow-up.
Cancelled	The request is closed without completion.	Record the reason and create a new request if needed.

Imported appointments: Google Calendar events that you convert become normal AireTrac service requests. After conversion, move, assign, invoice, and complete them in AireTrac. They no longer depend on Google Calendar.

AireTrac

Dispatch

Dispatching and Scheduling Work

Dispatch connects the office schedule to the technician mobile app. Assignment makes a job visible to the selected technician. Route order and availability help reduce travel time and prevent accidental assignments when a tech is off duty or out of office.

Assign a job

1

Open Service requests or Dispatch board.

2

Review the requested time, service address, category, and customer notes.

3

Select an available technician. Off-duty technicians are visible but should require extra confirmation.

4

Assign the request. It appears in the technician's mobile job queue.

5

Use the dispatch board to review route order and re-optimize after schedule changes.

Calendar and scheduling tools

These controls now live together in the Schedule workspace — the calendar fills the main area and the tools below open from the Setup rail on the right.

Availability windows

Define bookable windows that customers or dispatchers can use for service scheduling.

Working hours

Set each technician's usual working days and hours so dispatch can see expected coverage.

Org-wide blackouts

Create holidays, office closures, weather days, training, or other company-wide unavailable periods.

Online booking

Control whether customers can select available appointment windows from the customer app.

Moving appointments: In the Schedule workspace, switch to the Board view and drag a job to a new day or time to reschedule it on the spot. You can also open a job and choose Move appointment to send it to any date, week, or month, then use the date picker in the header to jump weeks before reviewing the result.

Route planning: AireTrac can generate optimized routes for the next day. Use re-optimize after schedule changes, then drag stops only when you intentionally need a manual override.

AireTrac

Multi-Tech Jobs

Assigning Multiple Technicians to One Job

AireTrac supports assigning more than one technician to the same service request. Use this for installs that need a helper, jobs that require two trade qualifications, or any visit where a second tech improves safety or completion time.

Assign multiple techs

1

Open Service requests and find the job.

2

Open the Assign technicians control on the request card.

3

Hold Cmd (Mac) or Ctrl (Windows) and click each technician you want on the job. Use Shift to select a contiguous range. Selected techs stay highlighted in the list.

4

Review the per-tech conflict block. If any selected technician has approved time off or an org-wide blackout that overlaps the service window, AireTrac shows the conflict inline by name.

5

Press Assign. The job appears in every selected technician's mobile queue at the same time.

What each assigned technician sees

The job appears in their Today's queue with the same customer, address, and notes.
Either technician can advance status (On the way, In progress, Completed). The status reflects the job, not the individual technician.
Either assigned technician can submit a field estimate. Only the most recent submission stays active — older ones are superseded automatically (see the Estimates section).
Photos, notes, and signatures captured by any assigned tech are stored on the same job record.

Reassigning and dropping a tech

1

On the request card, choose Reassign. The technician picker switches to Update technicians.

2

Cmd/Ctrl-click selected techs to deselect or add techs as needed. The remaining set becomes the new assignment.

3

Press Confirm. Any tech you removed loses the job from their mobile queue immediately; new techs see it on next refresh.

Conflict overrides: If a selected tech is on approved time off or affected by a blackout, AireTrac will warn you per-technician and ask whether to assign anyway. Overrides are logged and notifications still go out so everyone stays in sync.

AireTrac

Calendar Integration

Google Calendar Imports: Turning Appointments into AireTrac Jobs

AireTrac can connect to a company Google account, import appointments from a selected calendar, and turn reviewed events into normal AireTrac service requests. Google remains the source for import only; after conversion, the job is owned by AireTrac.

Connect Google Calendar

1

Open Admin → Integrations and find Google Calendar.

2

Press Connect Google Calendar and approve access in Google. AireTrac only requests read access to calendar events.

3

After Google redirects back, choose the exact calendar to import. This matters when the account has separate technician, customer, or office calendars.

4

Press Import now to pull appointments from the selected calendar into the review queue.

Review imported events

Imported events do not automatically become jobs. Each one appears in Imported events pending review until a dispatcher chooses how it should be represented in AireTrac.

Review field	What to choose
Customer	Pick an existing customer, or create a new customer from the Google event hint if one does not exist yet.
Category	Select the AireTrac service category: AC repair, Heating, New install, Maintenance, Warranty claim, or Other.
Technician	Use the matched technician when the attendee email matches, or leave the job unassigned until dispatch is ready.

Create the AireTrac job

Press Create AireTrac job after the customer and category are selected.
The Google event title, description, location, and attendees are copied into the service request description for reference.
The Google event time becomes the AireTrac scheduled time and arrival window.
Converted events are hidden from the Google review queue and appear as regular service requests.
Re-importing the same Google event does not create a duplicate job once it has been converted.

Address required before dispatch: If the customer account does not have a complete service address, create the job as unassigned. Add line 1, city, state, and postal code to the customer account before assigning a technician.

AireTrac

Time Off

Technician Time Off and Blackouts

Technicians request time off from the mobile app. The dispatcher or admin reviews the request from the Schedule workspace, then approves or declines it. Approved time off is used by scheduling and dispatch so the office does not accidentally assign work during that period.

How the tech requests time off

The technician opens the mobile app profile area and chooses My time off.
The technician taps Request time off.
They choose a reason such as Vacation, DTO, Sick, Personal, Unpaid leave, Bereavement, Jury duty, Training, or Other.
They choose all-day dates or a specific start/end time.
They add optional notes and submit.

How the dispatcher handles it

Open Schedule, then the Time-off inbox in the Setup rail (the pending count shows as a badge).
Review the reason, date range, and notes.
Approve when coverage is acceptable. Decline with a reason when the request cannot be supported.
Approved rows appear in calendar and availability views. Declined rows show the reason back to the technician.

Difference between time off and blackouts

Item	Scope	Examples
Technician time off	One technician	Vacation, sick day, personal appointment, training
Org-wide blackout	Whole organization	Holiday, office closure, weather, team training

AireTrac

Estimates and Invoices

Handling Estimates, Invoices, and Signatures

AireTrac separates field findings from office pricing. A technician can submit diagnosis and line-item suggestions from the job site. The dispatcher or admin prices the estimate, then the technician can present it to the customer for signature.

Field estimate flow

1

Technician arrives and marks the job In progress.

2

Technician opens Estimates and Billing and submits diagnosis plus suggested line items.

3

The estimate appears in the Schedule estimate inbox (and pushes a real-time notification to admins/dispatchers) as Awaiting prices.

4

Dispatcher opens the job, reviews the estimate, and adds prices or edits line items.

5

Once priced, the technician presents the estimate on the mobile device and captures the customer's signature.

6

An invoice can be issued from the approved estimate. The technician can present it and record a physical check payment when collected.

Dispatcher review checklist

Diagnosis clearly describes the observed problem.
Line items match what the technician found on site.
Pricing is complete before sending the estimate back to the field.
Customer-facing language is professional and clear.
Invoice total, payment status, and signatures are checked before closeout.

One active estimate per job

Each service request shows a single active estimate at a time. When a technician submits a new field estimate for the same job, the previous estimate is automatically marked Superseded and hidden from the list. This prevents two "Awaiting signature" estimates from existing side-by-side, which used to cause the wrong total to be presented to the customer.

The newest submission is always the source of truth.
Superseded estimates are kept for audit. Click Show N superseded estimate below the active card to reveal them, faded out, in chronological order.
Signing an estimate locks it. Once signed, a brand-new field submission creates a separate job artifact rather than overwriting the signed copy.

Important: The technician submits the field estimate, but dispatch owns final pricing. This keeps quoting consistent and reduces field errors.

AireTrac

Sample Flow

Sample Dispatcher Flow: Call to Completed Job

1

A customer calls about no cooling. Dispatcher searches Customers. If no customer exists, create one and capture the service address.

2

Dispatcher creates a service request with category AC repair, notes the symptoms, and selects an available arrival window.

3

Dispatcher assigns the job to an available technician. The job appears in the technician mobile queue.

4

Technician taps On the way. Dispatch can monitor progress and the customer can be updated.

5

Technician arrives, starts work, uploads required photos if needed, and submits a field estimate for a failed capacitor.

6

Dispatcher sees the estimate inbox item, opens the job, prices the estimate, and makes it ready for customer approval.

7

Technician presents the priced estimate, captures the signature, completes the repair, adds work notes, and completes the job.

8

Dispatcher reviews the completed card, sends thank-you or follow-up communication, and checks invoice/payment status.

How the web and technician app work together

Dispatcher web app	Technician mobile app
Creates and assigns work.	Receives assigned jobs in the queue.
Reviews schedule, blackouts, and time off.	Shows upcoming blackouts and lets the tech request/cancel pending time off.
Prices submitted estimates.	Submits field estimate details and presents priced estimates.
Reviews invoice and payment information.	Presents invoice, captures signature, and records check payment when applicable.
Monitors route, map, and job statuses.	Updates On the way, In progress, and Complete statuses.

AireTrac

Accounting Integration

TrimBooksHQ Integration: Connecting and Mapping Accounts

AireTrac can push signed estimates, invoices, and payments into TrimBooksHQ so the office does not have to re-key field activity into the books. Setup happens once in Admin → Integrations; after that, AireTrac keeps TrimBooksHQ in sync on a schedule you choose, or whenever you press the manual Push now button.

Connect TrimBooksHQ for the first time

1

Open Admin → Integrations and choose TrimBooksHQ.

2

Press Connect TrimBooksHQ. A new tab opens and asks you to sign in to TrimBooksHQ and approve the AireTrac connection.

3

After approving, the tab redirects back to AireTrac and the connection status flips to Connected.

4

AireTrac fetches the TrimBooksHQ Chart of Accounts so you can map AireTrac billing categories to specific account numbers.

Account mapping

Mapping tells AireTrac which TrimBooksHQ account each AireTrac category should be posted to. You only need to do this once, and AireTrac remembers your choices.

AireTrac category	TrimBooksHQ destination (example)
Service revenue (labor)	4000 — Service revenue
Parts revenue	4100 — Parts and materials
Maintenance plan revenue	4200 — Maintenance agreements
Customer accounts receivable	1200 — Accounts receivable
Payments — check / cash	1010 — Operating bank

Account does not exist yet? If a destination account is missing in TrimBooksHQ, AireTrac will create it on the next push using the account number and name you typed. You do not have to bounce to TrimBooksHQ to create the account first.

Disconnect or rotate the connection

Disconnect revokes the OAuth token but keeps your mappings so reconnecting is one click.
If TrimBooksHQ ever shows the AireTrac connection as expired, press Reconnect in AireTrac and approve again. No data is lost.

AireTrac

Auto-Push and Manual Push

Keeping TrimBooksHQ in Sync

Once mapping is complete, AireTrac will push new signed estimates, invoices, and check payments to TrimBooksHQ on a schedule. The scheduler runs in the AWS backend, so the website does not need to be open in a browser for the sync to happen.

Choose a schedule

1

Open Admin → Integrations → TrimBooksHQ.

2

In the Auto-push panel, toggle the scheduler on.

3

Pick a preset frequency, or choose Custom and select an interval.

4

Press the orange Apply schedule button to save. AireTrac shows the next planned push time below the panel.

Available intervals

Interval	Good for
5 minutes	High-volume shops that want TrimBooksHQ to reflect closeouts within minutes.
15 / 30 / 45 minutes	Most shops — close to real-time without flooding the accounting side.
Hourly	Lower-volume offices that want one batch per hour.
Every 3 hours / End of day	Batch-style bookkeeping or quieter weekends.
Custom	Any number of minutes you specify.

Push now (manual)

The Push now button always runs immediately and does not affect the schedule. Use it to verify a single invoice landed correctly in TrimBooksHQ, or when you want to flush the queue right before walking away for the day.

How push decides what to send

Estimates are pushed when the customer signs them.
Invoices are pushed once they are issued, with a unique invoice number stamped by AireTrac so TrimBooksHQ does not deduplicate brand-new invoices as if they already existed.
Check payments are pushed when the technician marks an invoice paid.
Items that have already been pushed are skipped on later runs; AireTrac does not double-post.

Browser-free sync: Auto-push runs in AWS every minute and triggers any integration that is due. You can close the website, switch users, or restart your computer — pushes still happen.

AireTrac

Push History

Verifying What Was Pushed: The Push History

Every auto-push and every manual push writes a row in the Push History table, including no-op runs where nothing was eligible. Click any row to expand it and see the exact records that were sent, skipped, or rejected during that run.

Reading the table

Column	What it tells you
When	Local date and time the push started.
Trigger	Auto for scheduler runs, Manual when you pressed Push now.
Records	How many invoices/estimates/payments were pushed in this run.
Result	Success, partial success, no-op, or failure with the upstream error if any.

Expand a row to see line items

Clicking a row (or its chevron) opens a panel with the per-item summary that AireTrac sent to TrimBooksHQ for that push. Each item shows:

Customer/job name and document type (invoice, estimate, payment).
Amount and AireTrac document number.
Mapped TrimBooksHQ account(s).
Per-row outcome from TrimBooksHQ: Imported, Skipped, or Failed.

Why an item is shown as Skipped

A skipped row is not a silent failure. AireTrac surfaces the exact reason TrimBooksHQ returned, along with actionable advice you can read inside the expanded panel. Common reasons:

Reason	What it means
Already imported	This document was previously pushed. Search the AireTrac document number in TrimBooksHQ to confirm.
Customer not found	The customer record could not be matched on TrimBooksHQ. Create or rename the customer there, then re-run Push now.
Account mapping missing	One of the line items references a category that has not been mapped yet. Open Integrations and finish the mapping.

Tip: If you ever see a row that says "0 records pushed", the run is still recorded with trigger source and timestamp so you can prove auto-push is alive even on a quiet day.

AireTrac

Onboarding and Recovery

Onboarding Techs and Helping Users Sign In

Two things admins are asked about most: getting the technician app onto new field staff devices, and helping a new user who got stuck during signup or sign-in. AireTrac has direct support for both.

Technician app downloads (iOS and Android)

Open People → Technicians. Under the org handle banner you'll see the Download the AireTrac Tech app panel with QR codes for the App Store and Google Play.

1

Have the technician open the camera on their phone.

2

Point it at the QR code for their platform (Apple or Google). The phone offers a tap-to-open link.

3

Tap the App Store or Play Store badge underneath the QR code if they prefer a direct link.

4

After install, the tech signs in with the credentials you issued from People.

Helping a stuck signup

A few features now make the sign-up / verification flow self-recovering, so most stuck users can finish on their own from the same browser window:

Resume verification CTA on the login page. If a user tries to sign in but only has a pending signup (no Cognito account yet), AireTrac shows an amber "Resume verification →" banner that takes them straight to the code entry.
/verify-email shortcut. Pre-fills the email and pending signup ID so the user lands directly in the code entry screen rather than re-typing trial details.
Tiered recovery panel. After two wrong codes, an expired code, or a server error, a contextual help panel appears with the right next step (re-send, edit email, contact us).
Self-healing orphans. If an old database row blocks a new signup, AireTrac safely reclaims it during the next verification attempt instead of returning an "Internal Server Error".

Admin override: In rare cases (e.g. a customer wiped their inbox and lost all codes), an admin can fully reset a signup by clearing the pending row and any orphaned user/org records. Reach out to AireTrac support if you need that done.

AireTrac

Quick Reference

Daily Checklist and Troubleshooting

Morning dispatch checklist

Check the Schedule status strip for pending time off and today's bookings.
Review active service requests and unassigned jobs.
Review Google Calendar imported events pending conversion.
Confirm technician availability and working hours (Schedule → Setup).
Review blackouts or weather impacts.
Open dispatch board and check route order.

End-of-day checklist

Review completed jobs.
Check estimates waiting for pricing.
Check invoices and payments.
Glance at the TrimBooksHQ Push History for the day — confirm the latest run shows Success and the expected record count.
Send thank-you or follow-up messages where appropriate.
Review tomorrow's schedule and route needs.

Common issues

Issue	What to check
Job not visible to technician	Confirm the job is assigned to the correct technician (and any co-techs) and not cancelled or completed.
Cannot assign multiple technicians	Hold Cmd (Mac) or Ctrl (Windows) while clicking. Conflicts show per-tech inline before the assignment goes through.
Cannot assign a Google-imported job	Open the customer account and add a complete service address. Google-imported jobs require line 1, city, state, and postal code before technician assignment.
Wrong Google events imported	Open Admin → Integrations → Google Calendar, choose the correct calendar from the dropdown, then run Full Re-import.
Two "Awaiting signature" estimates on one job	This is no longer possible — the older estimate is auto-superseded. Refresh the request; use Show N superseded to view history.
Estimate needs pricing	Open the estimate inbox or service request billing section and add prices to the submitted line items.
Invoice missing in TrimBooksHQ	Open Push History, expand the most recent run, and check the per-row outcome. The expanded panel surfaces the exact TrimBooksHQ reason and what to do next.
Customer cannot pair app	Rotate or resend the customer access code from the customer detail page.
User stuck in signup loop	Send them to the login page and ask them to use the "Resume verification" CTA, or share https://airetrac.com/verify-email directly.
Not getting live notifications	Check the browser's site permissions and allow notifications for AireTrac. AireTrac falls back to background polling when notifications are blocked, so data still refreshes.
Workspace load error	Refresh first. If it continues, capture the page, error text, and time for support.

Printing: Use browser print, letter paper, portrait orientation, and disable extra browser headers/footers if you want only the AireTrac booklet footer.