TROUBLESHOOTING · ROUTES & SMARTFILL
Help with Manage Smart Waitlist requests
This page focuses on the guide you were reading. Work through the relevant checks below, then send us a question if the issue is still unresolved.
01
Start with your manage smart waitlist requests setup
These are checks drawn from this feature's own instructions.
- Expired offers should not block open slots.
- A client's opt-in is required for outreach.
02
Common problems in Routes & SmartFill
Choose the problem closest to what you are seeing. Each one includes practical checks and a safe next step.
A nearby appointment is being rejected
- Confirm the service address is within the allowed area.
- Check maximum drive time, buffers, setup/cleanup, and return-home rules.
- Compare road travel instead of straight-line distance.
Test a different eligible address or time to isolate the limiting rule.
SmartFill or an outreach offer does not appear
- Verify the client opted in and matches the selected days and time windows.
- Review cutoff, expiration, confirmation, and provider-approval requirements.
- Check whether the candidate would create a route or capacity conflict.
Keep the provider in control of approvals and do not bypass consent or cutoff rules.
03
Still not resolved?
When you contact support, tell us what you expected, what happened instead, the non-sensitive error text (if any), and roughly when it occurred. The form will automatically include Manage Smart Waitlist requests as the topic.
Please do not include passwords, security codes, payment card details, client health records, or any other sensitive information.