Appointment Statuses Explained

Every appointment in Driive has a status that tells you exactly where it is in its lifecycle. There are five statuses. Understanding them helps you keep your schedule organized and ensures nothing falls through the cracks.

Important: Needs Information and Needs Approval are no longer appointment statuses. Gathering details and approving leads now happen on the request, before an appointment exists — surfaced as issue reasons in your Inbox. By the time an appointment is created, it's already populated and ready to schedule.

Status overview

Status	Value	Color	Meaning
Needs Scheduled	`needs_scheduled`	Orange	The appointment is ready to go but doesn't have a time on the calendar yet.
Scheduled	`scheduled`	Green	A date and time are confirmed. On the calendar.
En Route	`en_route`	Green	The assigned technician has been marked as on their way.
Completed	`completed`	Gray	The work is done.
Canceled	`cancelled`	Gray	Called off by your team or the customer. Can be reopened.

Note: Archiving is not a status. Archiving hides an unscheduled appointment from your active lists while keeping its underlying status and full history — see Archiving is separate from status below.

Note: Unassigned is not a status either. A window booking lands in Scheduled with no technician attached yet — it's "unassigned" simply because nobody's been assigned. You attach a technician on the Dispatch board, and the status stays Scheduled the whole time.

Each status in detail

Needs Scheduled

The appointment exists — created from a request with the customer, appointment type, answers, and service address already filled in — but no time has been booked. A Needs scheduled issue also appears in your Inbox so it can't be forgotten.

What you can do:

Share Booking Link (primary) — Send the customer a personalized link to your live availability so they pick their own time.
Edit Appointment — Open the edit page to adjust answers, the service address, tech notes, or scheduling constraints — and book a time directly.
Schedule it yourself — The detail page opens on the Schedule tab with the Find a Time picker.
Archive — Shelve the appointment if it's no longer needed (from the toolbar or the ⋯ menu).

Appointments sitting here too long are at risk of being forgotten — the Inbox issue clears automatically the moment a time is booked.

Scheduled

A date and time are confirmed. The appointment is on your team's calendar and the customer has received a confirmation.

What you see:

The scheduled date, start and end times, and duration.
The assigned user(s).
The service location, with drive time from the previous appointment when available.

What you can do:

Mark Complete (primary) — Confirm the work is finished.
Edit Appointment — Reschedule, reassign users, or update details. Learn more.
Copy Public Link (⋯ menu) — Copy the customer-facing link for this appointment.
Cancel (⋯ menu) — Call off the appointment. Learn more.

Scheduled but unassigned? An appointment booked by arrival window sits in Scheduled with no technician yet. Its detail page shows an Unassigned banner and an Open Dispatch board button — assign a tech there to commit it. See Dispatching.

En Route

The assigned technician has been marked as on their way. A dispatcher sets this from the Dispatch board when the tech actually heads out.

Marking a job en route does two things:

The customer is notified that their technician is on the way — including the tech's name and contact info. See Customer Notifications.
The job locks against casual moves. Because the customer has now been told someone is coming, reassigning or unassigning an en-route job takes an explicit confirmation, which drops it back to Scheduled first.

En Route is still an active, on-the-calendar status — from here the appointment moves on to Completed when the work is done.

Completed

The service has been delivered and the job is done.

How appointments get here:

You click Mark Complete on the detail page, or bulk-complete from the Scheduled list.
Driive auto-completes past appointments that were never closed out manually.

Completed is the one terminal status — a completed appointment exposes no further actions and cannot move back to an active status. All details, history, and activity are preserved for your records.

Learn more about completing appointments

Canceled

The appointment was called off — by your team from within Driive, or by the customer through their booking link.

What is recorded:

Who canceled it and when.
The cancellation type — customer canceled, business canceled, no-show, weather, or other.
The cancellation reason, if one was provided.

Canceled is not a dead end: the one action available is Reschedule, which reopens the appointment back to Needs Scheduled so it can be rebooked — no need to re-enter anything.

Tip: When a customer cancels through their booking link, Driive also raises a Customer canceled issue in your Inbox so you can follow up and win the job back.

Learn more about cancelling appointments

Status flow diagram


   From a request                     You book it yourself,
   (no time picked yet)               or a customer books online
           |                                 |
           v                                 v
  +-----------------+  book a time  +-----------+  Mark en route  +-----------+  Mark Complete  +-----------+
  | Needs Scheduled | ------------> | Scheduled | --------------> | En Route  | --------------> | Completed |
  +-----------------+               +-----------+                 +-----------+   (or direct)   +-----------+
          ^                               |
          |            Cancel             v
          +--------------------------+----------+
                    Reschedule       | Canceled |
                    (reopens)        +----------+

Note: Booking a job yourself, or a customer booking online, creates the appointment directly at Scheduled — it never passes through Needs Scheduled. An appointment only starts at Needs Scheduled when it comes from a request without a time picked yet.

Note: En Route is optional — a job can go straight from Scheduled to Completed without ever being marked on the way.

Key transitions

From	To	Trigger
—	Needs Scheduled	A request is scheduled (Schedule / Approve & Schedule) without a time picked yet
—	Scheduled	A customer books a time online, or your team books a job themselves (with the time picked up front)
Needs Scheduled	Scheduled	A time is booked — by you in Find a Time, or by the customer via the booking link
Scheduled	Needs Scheduled	Revert to Needs Scheduled on the edit page (clears the time so a new one can be picked)
Scheduled	En Route	A dispatcher marks the assigned technician on their way from the Dispatch board
En Route	Scheduled	Reassigning or unassigning an en-route job (with confirmation) clears the on-the-way state
Scheduled / En Route	Completed	Mark Complete, bulk complete, or Driive auto-completes a past appointment
Scheduled / En Route	Canceled	Your team cancels, or the customer cancels via their booking link
Canceled	Needs Scheduled	Reschedule reopens the appointment for rebooking

Archiving is separate from status

Archiving is how you shelve an unscheduled appointment you don't intend to book — a duplicate, a job that fell through, a customer who went quiet. It's available for Needs Scheduled appointments only, and it doesn't change the status: the appointment is simply hidden from your active lists.

Archived appointments show an Archived badge and are read-only.
Flip on Show archived in the Unscheduled list to see them again — nothing is deleted.
To decline a request before it becomes an appointment, archive the request instead. Learn more.