Missed-Appointment / No-Access Rebooking Flow

The problem this kills

A tech drives across town, parks, knocks - and nobody answers. The gate's locked, the dog's out, the tenant never got the memo, the customer "forgot." Now what? Today the answer is a mess: the tech texts the dispatcher a blurry photo of a closed door, the dispatcher tries to call the customer, somebody scribbles "no access" on the work order, and the question of whether to charge a trip fee turns into an argument three weeks later when the invoice goes out and the customer swears they were home.

The damage is real. The truck-roll is gone - that's fuel and an hour of a tech's day you can't get back. The job still has to be rebooked, but the rebooking lives in someone's head until it doesn't. The trip-charge either never gets applied (you eat the cost) or gets applied with no proof and gets disputed (you eat it anyway, plus an angry phone call). And because every shop handles it differently, you can't even tell how often it's happening or which neighborhoods, customers, or job types are the worst offenders.

This tool turns a no-access into a clean, provable, approve-then-send routine. The tech logs a standardized reason and snaps a timestamped photo from the curb. The app drafts the customer notice, a rebooking offer, and the trip-charge that your rules say applies. A dispatcher reviews the whole report on one screen - reason, photo, draft message, charge - and approves it. Only then does the customer get the message and the work order get updated. Every no-access is logged, every trip-charge has a photo behind it, and you finally have the numbers.

What you'll build

A small internal web app, just for your team, that:

• Pulls up an affected work order (from a CSV today; your field-service system's export tomorrow) - customer, contact, address, scheduled window, assigned tech.
• Lets a tech log a no-access event against that WO with a standardized reason code (no answer, locked out, gate/dog, customer cancelled at door, wrong address, unsafe site) and a short note.
• Requires proof - a timestamped photo from the site - before a trip-charge can even be proposed.
• Drafts a customer notice in your wording, plus a rebooking offer (a link or "call to rebook") and any trip-charge your rules say applies for that reason code, job type, or customer.
• Shows a dispatcher the whole no-access report on one review screen and lets them approve, edit, or waive the message and the charge.
• Sends the approved customer message through Resend - and only after the dispatcher approves.
• Updates the work order status (no-access -> rebooking pending) and records the trip-charge against it.
• Dedupes on WO id so the same no-access can't be logged or charged twice.
• Exports the whole no-access + trip-charge log as a CSV.

What's inside the Implementation Plan

The plan is a single markdown file you paste into Claude Code (a free AI coding agent). It walks the agent through building the whole tool, step by step, each step ending with a ready-to-paste prompt.

The most important part: the plan opens by interviewing you about your business. Before it writes a single line, the agent asks how a no-access plays out in your shop today, where your work orders live (a dispatch board, a field-service app, a spreadsheet), the exact column names in your export, the reason codes you actually use, your trip-charge rules and who can waive them, how you want customers to rebook, and your messiest edge cases - tenant vs. owner, recurring/maintenance visits, warranty jobs where no charge applies, second attempts. It reads a short tailored spec back to you, you confirm it, and only then does it build - so you get a tool shaped to how your dispatch actually runs, not a generic template you have to wrestle into place.

Inside you'll find:

• The discovery interview and how the agent turns your answers into the data model, your reason codes, and your trip-charge rules.
• The full build: database, login, work-order import with duplicate guards, the no-access logging form with photo upload, the trip-charge rules engine, the message + rebooking drafting, the dispatcher review-and-approve screen, the Resend send, and the work-order update.
• The hard human approval gate, the proof requirement for trip-charges, and the dedupe on WO id.
• Verification steps so you can prove it works, and the CSV-export fallback so the tool is fully usable today even before you connect it to your field-service system.

The governance it includes (this is the point)

This isn't a toy. The plan builds in the controls a dispatch and billing office actually needs:

• Login so only your team can see or touch anything.
• Row-level security so people only ever see the work orders, customers, and no-access events that belong to your organization.
• A complete audit trail - every no-access logged, photo uploaded, draft, approval, edit, waive, send, and WO update recorded with who and when.
• A hard human-in-the-loop gate - the tech logs and the AI drafts, but a real dispatcher reviews the report and approves the customer message and the trip-charge; nothing is sent, charged, or written to the work order automatically.
• A proof requirement - no trip-charge can be proposed without a timestamped photo attached, so a billed trip always has evidence behind it.
• Duplicate guards - dedupe on WO id so the same no-access event can't be logged, sent, or charged twice.

Who it's for

Technicians, dispatchers, CSRs, and billing staff at field-service shops - HVAC, plumbing, electrical, pest control, garage doors, appliance repair, locksmiths, property maintenance - who lose truck-rolls to locked gates and no-shows and want a provable, auditable way to notify the customer, rebook the job, and apply (or waive) the trip-charge fairly. You don't need to write code. You need your work-orders CSV, your reason codes, your trip-charge rules, and an afternoon.

You've got this - paste the first prompt and let the agent interview you.