Reschedule & Sick-Call Cascade Handler

The problem this kills

It's 6:50 a.m. A tech texts that they're out sick. You have eleven jobs on their board today, two of them are SLA-bound contract accounts, and the phone is already ringing. You're now doing frantic mental math: who has the right skills, who's near that zone, who has a gap, which customers will be the angriest, and which messages to send first. By the time you've sorted it, you've double-booked someone, missed a contract window, and forgotten to call two customers.

The same fire drill happens when a customer cancels last-minute and leaves a tech with a hole in their day you could be filling with the work that's piling up.

This is decision-making under pressure with too many moving parts, and it's exactly the kind of thing that gets fumbled by hand. A tool can lay out the whole board, rank by what actually matters, and propose the moves - while still leaving you, the human, in charge of the final call.

What you'll build

An internal "cascade handler" web app for your dispatch team. When a tech goes down or a customer cancels, you trigger the event and the tool:

• Pulls the affected jobs and lists them ranked by SLA risk - SLA-critical and contract jobs first.
• Proposes the best re-fill for each job - a cover tech (matched on skills and zone, with no new double-booking) or a new day - and explains why.
• Drafts the customer message and the tech message for each move.
• Lets the dispatcher approve each re-fill and each message before anything is rebooked or sent.
• On approval, rebooks the jobs, sends the notifications via email, and lets you export the whole rebooking plan as a CSV.

It's tailored to your business first: the build opens by interviewing you about your roster, your zones, your skill codes, and your SLA rules, so the rankings and matching reflect how your shop actually runs.

What's inside the Implementation Plan

• It interviews you first. The plan's very first step is a discovery interview - it asks about your current scramble-when-someone-is-out process, the systems and sheets you use, your real field names and tech/skill/zone codes, your typical and peak job volumes, your exact SLA and contract rules, and your messy edge cases. It reads a short tailored spec back to you and waits for your thumbs-up before building anything. You get a tool shaped to your shop, not a generic template.
• A step-by-step build, each step ending in a ready-to-paste prompt.
• The full data model for techs, jobs, availability, SLA tiers, proposals, and an audit log.
• The SLA-risk ranking and the cover-tech matching logic (skills + zone + no double-booking).
• The approve-first review screen with editable draft messages.
• Resend email notifications and the CSV export.
• A no-API fallback so you can build and run this today from spreadsheets alone.

The governance it includes (this is the point)

This isn't a toy that fires off texts on its own. It's built with the guardrails an operations leader needs:

• Login so only your team can use it.
• Row-level security so a user only ever sees their own organization's data.
• A complete audit trail - who triggered what, who approved which re-fill, and when.
• A hard human-in-the-loop approval gate - the tool drafts every rebooking and every message, but nothing is committed or sent until a dispatcher approves it.
• Duplicate guards - the same work order can't be processed or rebooked twice (deduped on WO id).

Who it's for

Dispatchers, service coordinators, and operations managers in any field-service business - HVAC, plumbing, electrical, appliance repair, pest control, facilities - who feel the pain every time a tech calls in sick or a customer cancels and the day has to be rebuilt on the fly.

You've got this. Open the Implementation Plan, paste the first prompt, and let the agent interview you about your shop.