Make job statuses useful to your team

Keep each status in the group that matches reality

Open Settings → Workflows to manage the site's Job Workflow. This screen edits job statuses. It is not an editor for the driver's stop-action checklist.

Completed and Cancelled are final groups. Do not put “Awaiting customer confirmation” in Completed just to position it near the end of the board. Choose its group based on the job's actual lifecycle.

The job workflow must retain at least one state in every group. Some sites have different starting labels or internal states, so review the existing board before changing it.

Add a status only when it helps someone act

A delivery team might split Pending into “Received” and “Awaiting confirmation.” That is useful if a dispatcher has a clear action for the second queue. If both labels lead to the same action, one state is easier to maintain.

Agree on who changes each status and what must be true first. For example: “Use Awaiting confirmation when we need the recipient to confirm the delivery window.” Put that explanation in the state's description.

Adding a status does not create a reminder, a required form, or an approval step. Configure stop actions when the driver must collect evidence, and review notifications separately when people need an update.

Add or edit a job state

Use an administrator account in the correct site. Start with a test process that your dispatchers understand.

1. Open Settings → Workflows. Use the horizontal scrollbar if a group is outside the visible area.
2. Select the + button for Add State in the intended group, or use the edit button on an existing custom state.
3. Enter State Label, such as “Awaiting confirmation.” Check the automatically generated State Name; it must be unique in the workflow.
4. Confirm State Group is Pending for this example. Add a short Description explaining when the team should use it.
5. Select Create for a new state or Save for an edit.
6. Drag custom-state cards to arrange them, or use Order when editing. Keep a state in the group that represents its meaning.

Changing the label also regenerates State Name in the form. Check any integrations that refer to that name before saving a rename. Existing jobs still refer to the same edited state, so a shared label change can affect how those jobs are displayed.

Cards marked internal do not offer the same edit, delete, or drag controls. They represent system-controlled states.

Choose where new jobs begin

Use the Default State picker above the board to choose the normal starting state. It lists states in Pending. The change saves when you select a different state.

For example, choose Received if new work should enter the dispatcher's intake queue. Changing the default affects new jobs; it does not move existing jobs into that state.

The current default must stay in Pending and cannot be deleted. Choose another default first if you need to retire or move it. Keep a starting state whose meaning is true for every newly created job.

Verify the workflow with a complete test job

1. Reload Workflows and confirm the saved labels, groups, order, and Default State.
2. Create a controlled test job and confirm its starting status. Account for automatic dispatch if it is enabled in the site.
3. Check the job board and filters. Ask another dispatcher to identify what action the new status requires.
4. Run the job through your normal assignment, start, and completion steps. Confirm that the labels still describe the job correctly.
5. Review any configured customer notifications or integration rules that use workflow states.

If you are changing an existing process, check a few older jobs too. Avoid changing a state's group merely to tidy the board; its group gives those jobs their lifecycle meaning.

Troubleshooting

A state cannot be deleted

Check whether it is the default, an internal state, or the last state in a required group. A state referenced by existing jobs cannot be deleted, including when those jobs are completed or cancelled. A clearer label may be the appropriate change.

A state cannot move to another group

The default must remain Pending, every group must retain a state, and reserved names such as “completed” belong to their matching groups. Review the error and choose a group and label that describe the actual stage.

The new status did not add a required driver task

A workflow state describes progress. Use proof-of-work actions for a photo, signature, scan, or form the driver must complete at a stop.

The job board still looks unchanged

Confirm that the save succeeded, that you are in the same site, and that the board's current filters include the relevant jobs. Changing the default does not relabel or move existing jobs.

See configure job behavior for how workflows connect to the rest of the setup.