Why didn't my routes generate?
Routes build overnight, at around 5:00 AM Central, from your weekly plan. If a customer isn’t on anyone’s route, work down this list. It’s ordered by how often each one is the answer.
Work down this list
- Is the customer active? Inactive customers are never routed. Neither are customers sitting in Ready — everything checks out, but nobody switched them on. By far the most common cause, especially after an import. Open Customers, check the Ready tab, use Activate Ready. For an Inactive one, open it and choose “Why is this customer inactive?” to see which of the three checks is failing.
- Have they already been serviced this week? PoolHelm skips customers who have had their visit this service week, Monday through Sunday.
- Is a carryover waiting? An open carryover counts as this week’s visit. Check the tech’s route for a stop labeled “Carried over”.
- Is the property set up to be scheduled? It needs a service level and a service frequency.
- Is the tech they’re locked to working that day? A route only builds where the lock allows.
- Is that day one of your service days? PoolHelm builds only on days switched on under Settings → Organization → Days You Service. Add the day, or move the customer.
- Has the week been built at all? A batch you just imported isn’t on the weekly plan until you run Build Best Routes or place it yourself.
Still nothing?
Note the date and the customer, and email support@poolhelm.com. PoolHelm records every nightly build, so support can see what your business got that morning.
See also: “Why is a customer ‘inactive’?” and “Choose the days you service.”