Not every driver arrives with a scheduled appointment on file, and not every check-in goes smoothly. This article covers what happens on both sides (driver and warehouse) when a driver needs a Work-In appointment, or runs into an issue during self check-in and needs to request help.

If a driver arrives onsite without an appointment, they can request a work-in appointment.

Work-Ins

A Work-In is a request from a driver to be worked into your schedule without a pre-existing appointment. Drivers submit basic load info, and your facility decides whether and where to fit them in.

Driver Side

1. Select Work-In

   During self check-in, when asked Appointment or Work-In, the driver selects Work-In.

2. Enter Load Info

   The driver enters basic information about their load (fields are configurable; see Check-In Configurations).

3. Submit Request

   After submission, the driver sees a confirmation page. Their status shows as Requested until the facility responds.

4. Receive Updates

   Once the facility approves the request and assigns a dock, the driver's status updates and they receive a text via Driver Chat with next steps.

Warehouse Side

1. Task Appears

   The Work-In request populates on your Schedule in Requested status, and a task notification appears in the left navigation.

2. Review the Request

   Click into the task or the appointment to open the appointment dialog and review the driver's submitted load info.

3. Accept or Decline

   Choose to accept the Work-In (assign a dock) or decline it. Declining prompts the driver with next steps.

4. Driver Is Notified

   Once accepted, the driver receives a text confirming their dock assignment via Driver Chat.

Enabling Work-Ins in Facility Settings

1. Go to Settings → Facility Settings → General.

2. Under Enable/Disable Features, check Driver Check-In: Work-In Flow for Inbound and/or Outbound

3. Click Save.

   

Help Requests

If a driver gets stuck during self check-in (for example, their confirmation code isn't recognized, or they've arrived too early), they can request help without leaving the check-in flow.

Driver Side

1. Trigger Help → "Chat with facility staff to finish checking in"

   If the system can't proceed (wrong confirmation code, too early for the appointment, etc.), the driver will see an error message prompting them to select the "Chat with facility staff to finish checking in" link.

2. Describe the Visit → Chat with Facility Staff via SMS

   Tapping the link opens a message field where the driver can add any details that will help staff check them in (reference ID, cargo info, carrier, etc.), then taps Chat with Facility Staff via SMS.

3. Confirmation

   The driver sees a thank-you screen and is told to wait in their truck. Facility staff will follow up by text.

   

Warehouse Side

1. Request Appears ➝ Click Request to Open

   The pending check-in appears as a new row on the Schedule in Requested status, with a task notification in the left navigation. Hovering over the row or clicking the task previews the driver's notes.

   Clicking the task opens the Pending Check-In dialog, showing the driver's check-in time, phone number, and notes

   

2. Choose an Option: Match Appointment, Create Work-In, or Decline-In

   • Match Appointment (approve the request):

     Select the matching appointment and click Continue ➝ Prompt driver to complete check-in or check in manually ➝ Assign Dock and click Update Appointment

   • Create Work-In (driver needs an entirely new appointment):

     Select Create work-in and click Continue ➝ enter appointment details (Direction, Reference ID, Carrier, and Shipper/Receiver) and click Continue ➝ Assign Dock and click Create Work-In

   • Decline Work-In:

     Select Decline check-in and click Continue ➝ Optionally enter messaging to send driver and click Decline Check-In

   

3. The appointment now shows as Checked In or Declined on the Schedule.

Staff can also click Chat with Driver from within the Pending Check-In dialog to text the driver directly if more information is needed before matching or accepting the request.

Frequently Asked Questions