Skip to main content

How to Dispatch Legs

Notify, Force Commit, and Force Start

P
Written by Peter
Updated over 2 months ago

Overview

Dispatching legs is the process of communicating load assignments to drivers and managing the workflow from notification through to order start. The dispatch feature allows you to notify drivers about assigned loads, accept loads on their behalf when needed, and manually start orders.

Quick Answer: Access the dispatch feature from Planning → Dispatch in the main menu, select a driver, go to the Jobs tab, and use the Notify Driver, Force Commit, or Force Start buttons depending on the leg status.

Where to Access the Dispatch Feature

Navigation Path

Step 1: Open the Dispatch Screen

  1. Click Planning in the main navigation menu

  2. Select Dispatch from the submenu

  3. You'll see a list of all active drivers with their current status

Step 2: Select a Driver

  1. Find the driver you want to dispatch the order

  2. Click on the driver's row to open their detail view

  3. The driver detail screen shows multiple tabs: General, Jobs, Communication, Calendar, Notes, History, and HOS

Step 3: Access the Jobs Tab

  1. Click on the Jobs tab

  2. This tab displays:

    1. In Progress: Jobs the driver is currently working on

    2. Preplanned: Jobs assigned and ready to dispatch

  3. Each leg shows the order number, pickup/delivery locations, and current status

How to Notify a Driver

Notifying a driver sends them the load details through the mobile app and allows them to accept or reject the assignment.

When to Notify

  • Leg status is Preplanned

  • You've just assigned a driver and assets to a leg

  • You want to officially communicate the load to the driver

Steps to Notify Driver

  1. Open the Jobs tab for the driver

  2. Locate the preplanned leg you want to dispatch

  3. Click on the leg row to expand it and see details

  4. Click the Notify Driver button at the bottom of the leg

  5. The system will:

    1. Update the leg status to "Notified"

    2. Send a push notification to the driver's mobile app

  6. The driver can now accept or reject the load from their app

What Happens Next:

  • If the driver accepts: Status changes to "Committed"

  • If the driver rejects: Status changes to "Rejected"

  • If the driver doesn't respond: Status remains "Notified" (you can use Force Commit if needed)

💡 Tip: After notifying, you can monitor the driver's response in real-time. The status will update automatically when they take action.

Force Commit: Accepting on Behalf of Driver

What is Force Commit?

Force Commit allows dispatchers to accept a load on behalf of a driver without waiting for the driver's response in the app. This bypasses the normal driver acceptance step and moves the leg directly to "Committed" status.

When to Use Force Commit

Use Force Commit when:

  • Driver is unavailable to respond via the app

  • Load is time-sensitive and needs immediate confirmation

  • You've already confirmed with driver verbally or by phone

  • Driver's mobile app is having technical issues

  • Driver has rejected but you've resolved their concerns

  • Leg status is currently "Notified" or "Rejected"

⚠️ Important: Always communicate with drivers before using Force Commit. They should be aware of the load assignment through phone, text, or direct communication.

Steps to Force Commit

  1. Navigate to Planning → Dispatch

  2. Select the driver from the list

  3. Go to the Jobs tab

  4. Find the leg with status "Notified" or "Rejected"

  5. Click on the leg to expand it

  6. Click the Force Commit button

  7. A confirmation dialog appears: "You are accepting order on behalf of the driver"

  8. Click Yes to confirm

  9. The leg status immediately changes to Committed

Result: The system treats this as if the driver accepted the load. The order is now committed and ready to start.

What Happens After Force Commit

  • Leg status updates to "Committed"

  • Driver sees the load as accepted in their mobile app

  • Load appears in their active jobs

  • You can now use Force Start to begin the order

  • Driver can still start the order normally from their app

⚠️ Best Practice: Document why you used Force Commit (add a note to the order or driver) for future reference and accountability.

Force Start: Starting Order on Behalf of Driver

What is Force Start?

Force Start allows you to manually move a committed order to "In Transit" status without the driver starting it through their mobile app. This gives dispatchers control over when an order officially begins.

When to Use Force Start

Use Force Start when:

  • Driver is at the pickup location but hasn't started the order in the app

  • Driver's mobile app isn't working properly

  • You need to manually manage order progression for tracking purposes

  • Driver called in to say they're starting but can't use the app

  • Leg status is currently Committed

  • System needs the order to show as active for customer visibility

⚠️ Important: Only use Force Start when the driver is actually ready to begin. Starting too early can cause:

  • Inaccurate tracking and ETA calculations

  • Hours of Service (HOS) discrepancies

  • Incorrect pickup/delivery time stamps

  • Customer confusion about order status

Steps to Force Start

  1. Navigate to Planning → Dispatch

  2. Select the driver from the list

  3. Go to the Jobs tab

  4. Find the committed leg you want to start

  5. Click on the leg to expand it

  6. Click the Force Start button

  7. A confirmation dialog appears: "You are starting order on behalf of the driver"

  8. Click Yes to confirm

  9. The leg status changes to In Transit

Result: The order is now active and tracking begins as if the driver started it themselves.

What Happens After Force Start

  • Leg status updates to "In Transit"

  • Order tracking becomes active

  • Driver sees the order as started in their mobile app

⚠️ Note: There's a system limitation that prevents starting more than one order at a time per driver. If you see "Cannot start more than one order" tooltip, the driver already has an active order that must be completed first.

Complete Dispatch Workflow Example

Here's a typical end-to-end dispatch scenario:

Scenario: Morning Dispatch for Cross-Country Load

Context: Order #4523 has been assigned to driver John Smith with truck #150. The load picks up at 8:00 AM in Chicago, IL and delivers to Denver, CO.

Steps:

  1. Assign Assets (completed in Planning screen)

  2. Notify Driver (7:30 AM)

    1. Navigate to Dispatch → John Smith → Jobs tab

    2. Click on Order #4523 | Leg #1

    3. Click "Notify Driver" button

    4. Status changes to "Notified"

    5. John receives notification on mobile app

  3. Driver Response (7:35 AM)

    1. Option A: John accepts → Status automatically changes to "Committed" ✅

    2. Option B: John doesn't respond → Dispatcher calls John, confirms, uses "Force Commit" ✅

    3. Option C: John rejects → Dispatcher discusses issues, resolves them, uses "Force Commit" ✅

  4. Start the Order (8:00 AM)

    1. John arrives at pickup location

    2. Option A: John starts order in app → Status changes to "In Transit" ✅

    3. Option B: John's phone died, calls dispatcher → Dispatcher uses "Force Start" ✅

  5. Order in Progress

    1. Tracking is active

Result: Order successfully dispatched and underway with full visibility.

Notify Again: Re-Dispatching a Rejected Load

If a driver rejects a load but you resolve their concerns, you can notify them again.

When to Use Notify Again

  • Leg status is "Rejected"

  • You've addressed the driver's concerns (pay rate, timing, route, etc.)

  • You want to give the driver another chance to accept

  • Previous notification had incorrect information that's now fixed

Steps to Notify Again

  1. Go to Jobs tab for the driver

  2. Find the rejected leg

  3. Click to expand it

  4. Click Notify Again button

  5. Status changes back to "Notified"

  6. Driver receives a fresh notification

💡 Tip: Add a note to the order explaining what changed so the driver understands why they're being notified again.

Troubleshooting Common Dispatch Issues

Issue 1: "Cannot start more than one order" Error

Symptoms: Force Start button is disabled with tooltip "Cannot start more than one order"

Cause: Driver already has an active order in progress

Solution:

  1. Check the driver's "In Progress" section in Jobs tab

  2. Verify if there's an active order

  3. Options:

    1. Wait for driver to complete current order

    2. If current order is stuck, resolve that issue first

    3. If it's an old order showing as active incorrectly, contact support

Issue 2: Driver Says They Didn't Receive Notification

Symptoms: Driver claims they never got the dispatch notification Causes:

  • Driver's phone doesn't have internet connection

  • Driver's app isn't logged in

  • Push notifications are disabled on driver's device

  • Driver's account has issues

Solutions:

  1. Verify leg status shows "Notified" (confirms it was sent)

  2. Ask driver to:

    1. Check their internet connection

    2. Open the TMS mobile app

    3. Pull down to refresh the jobs list

    4. Check phone notification settings

  3. Alternative: Call the driver directly with load details

  4. Use Force Commit if driver verbally confirms acceptance

Issue 3: Wrong Driver Was Notified

Symptoms: You notified the wrong driver by mistake

Solution:

  1. For the wrong driver:

    1. If they haven't accepted: They can reject it, or you reassign in Planning

    2. If they accepted: Contact them to explain the mistake and remove preplan

  2. Reassign the leg

  3. Notify correct driver:

    1. Go to Dispatch → Select correct driver

    2. Jobs tab → Notify the reassigned leg

Related Articles
Order status information
Leg status information
Leg/order management in the driver app
Dispatch dashboard
How to Split Legs and Revenue
Did this answer your question?