Job dispatch by adaptive card, not phone tag.
Dispatchers at this 140-person field services company assigned jobs by calling technicians, who confirmed by text and reported completion by photo in a WhatsApp group. Jobs fell through the cracks daily.
Dispatch by phone call, confirmation by hope.
Every job started with a phone call. A dispatcher rang a technician, hoped they picked up, read the site details out loud, and waited for a text back to confirm. If the call went to voicemail, the job went back into the queue while the dispatcher moved down the list — and the clock kept running on the customer.
Completion was its own workaround. Technicians photographed finished work and posted it to a WhatsApp group, where someone in the office was expected to spot the photo, match it to the right job and close it out. Three separate apps — phone, text and WhatsApp — carried a single job from assignment to closure, and none of them talked to the job system that was supposed to be the record.
The gaps were where jobs died. A call never returned, a confirmation text that landed while the dispatcher was on another line, a completion photo that scrolled past in the group chat — each one was a job quietly going missing, and nobody could see it happening until a customer called to ask where their technician was.
One adaptive card carries the whole job.
We replaced the three-app relay with a single adaptive card in Teams, wired to their job system through the Graph API — so dispatch, acceptance and completion happen in one place, on one record.
Each new job lands as an adaptive card in the technician's Teams. Accepting it is a single tap on the card — the dispatcher sees the confirmation the moment it happens, and the call-and-text-back relay disappears.
Everything the technician needs to arrive ready is on the card itself — no details read out over a call, misheard, or buried somewhere in a text thread.
Closing a job is a structured completion form on the same card, filled in from the field and tied to the right job automatically. Nobody fishes photos out of a WhatsApp group and guesses which job they belong to.
The cards connect to their job system through the Graph API, so assignment and completion stay in sync with the system of record. And if a card sits unaccepted, it escalates — no job waits on a voicemail.
Where things stand now.
A job now moves from dispatcher to technician to done inside one card — visible at every step, escalated when it stalls, and recorded in the job system without anyone retyping a thing.
The service behind this project — and more like it.
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