Glossary¶

Plain definitions of the words you see in FSM Navigator, in alphabetical order. Each entry links to the page that explains it in full. Some features are on the Pro or Enterprise plan; the linked page says which.

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A¶

Agreement plan: A membership you sell over and over, such as a yearly tune-up plan. It sets the monthly and annual fee, the member discount, what's covered and how many visits each term includes. See Agreement plans.
AI Connector: Lets your team connect an AI assistant you already use to FSM Navigator. It reads the data your Owner allows and writes drafts for a person to review and send. See AI Connector.
AI receptionist: A phone answering agent, run on a voice platform you choose, that says it's an automated assistant for your company and turns a call into a Pending service request. See AI receptionist.
Asset: A piece of equipment you service at a customer location, such as a furnace or a fire panel, with its own service history, warranties and maintenance schedule. See Assets.
Auto-assignment: On Pro plans, FSM Navigator assigns jobs to technicians automatically, weighing how urgent each job is, skills, distance and workload. See Auto-assignment.
Availability: A technician's status for the day: Available, Wrap Up, Lunch, Off Duty or Vacation. Available, Wrap Up and Lunch can still receive work. See Technician availability.

B¶

Booking page: Your public page where customers choose a service and an arrival window and send a request. Each booking arrives as a service request for your team to approve. See Online booking.
Booking window: An arrival window, such as 8 AM to 12 PM, that a customer picks instead of an exact time. See Booking windows.

C¶

Completion rule: How a work order decides it's finished: when all required sub-jobs are done, when a percentage is done, or when someone marks it by hand. See Work orders.
Customer location: A place where you do work for a customer, with its own address and contact details. A customer can have several, and every job happens at one of them. See Customer locations.
Customer portal: A private site where your customers see their invoices, service requests, quotes and equipment, and pay online. They sign in with a link sent by email, with no password. See Customer portal.

D¶

Default location: The customer location used for billing and notifications when no other is chosen. See Customer locations.
Deposit: Money asked for up front when a customer accepts a quote, as a percent of the total or a fixed amount. It becomes its own invoice and shows as a credit on the final one. See Quotes.
Dispute: When a customer asks their card issuer to reverse a payment. The invoice shows Disputed until it's settled. See Payments and refunds.
Draft: A record that's saved but not sent or started yet. Quotes, estimates and work orders all start as a draft, and anything an AI app writes stays a draft until a person sends it. See Quotes.

E¶

Estimate: The priced list of work and parts for a work order, which the customer approves or rejects in the portal before the work starts. See Estimates and customer approval.

J¶

Job: One visit or piece of work at a customer location, assigned to a technician and tracked from Pending to Completed. See Jobs.
Job Queue: The list on the mobile app where Owners, Managers and Dispatchers see and filter all jobs. See Job management on mobile.

L¶

Live dispatch: The office's live view of the day: a map of technicians, their status and a running feed of what's happening. See Dispatch board.

M¶

Membership: A service agreement a customer buys from one of your agreement plans, usually paid monthly or yearly. See Agreement plans.
My Jobs: The technician's list of their own jobs on the mobile app. See Daily workflow.

O¶

Overdue: An invoice status your team sets when a customer is late paying. Reminders and reports also count an unpaid invoice as past due once its due date has passed. See Invoice workflow.

P¶

Parts Used: The parts a technician records on a job. They're taken out of stock when the job is completed. See Job parts.
Pay Now: The button customers use in the portal to pay an invoice online. See Portal payments.
Pricebook: Your list of services, labor and materials with the prices customers see. It's labeled Price list in the app and feeds the lines on your quotes. See Pricebook.
Purchase Order: An order you place with a supplier for parts, tracked from Draft through approval, sending and receiving. See Purchase orders.

Q¶

Quote: A priced offer you send a customer, with up to three options. The customer accepts and signs online or in person, and you turn it into a job or a work order. See Quotes.

R¶

Recurring Job: A schedule that creates the same job again and again, such as every quarter. See Recurring jobs.
Required Parts: The parts planned for a job before the work starts, so the technician knows what to bring. See Job parts.

S¶

Scheduled visit: A visit that a service agreement includes, created on a recurring schedule while the agreement is in force. See Scheduled visits.
Service agreement: A contract to service a customer's equipment over a term, with its coverage, visits and billing. Also called a contract. See Service agreements.
Service request: A request for work from a customer, through the portal, your booking page or an AI receptionist. It waits as Pending until your team approves it, which creates a job. See Service requests.
SLA timer: The clock that counts down to when a job should be done. It pauses while a job is On Hold. See SLA timers.
Sub-job: A job that is part of a work order, such as a permit, an inspection or a field visit. Sub-jobs can be optional and can wait on each other. See Sub-jobs and dependencies.

T¶

Team Board: A tab on the Jobs page that shows each technician and the jobs they have. See Team board.

V¶

Van stock: The parts kept in a technician's vehicle, tracked as their own stock location. See Van stock.
Void: An invoice that has been cancelled and no longer counts as owed. A voided invoice can't be reopened. See Invoice workflow.

W¶

Work Order: A larger piece of work made up of several sub-jobs, with its own estimate, budget and one invoice for the whole thing. See Work orders.