Overview

When Lessen assigns work to your company, it will appear as a lead in Pending Acceptance status. You can review the details of the work order and choose to accept or decline.

Once accepted, the lead converts to a work order and you can proceed to schedule a technician visit.

From the Dashboard, go to Leads in the left navigation bar. Filter the status to Pending Acceptance.

In the filter panel, set the Source to Lessen. This will display only the work orders from Lessen that are pending your action.

Select the lead in Pending Acceptance status to open it. Review the work order details, such as Troubleshooting notes, Key Questions, and the service location. This will help to make an informed decision.

Then choose one of the following actions:

✕ Decline Provide a decline reason, once submitted the lead will be closed and no further action is required.

✅ Accept The lead will be converted into a work order and move to Pending Schedule status.

After the lead is accepted, it will convert to a work order with the status Pending Schedule. Click Schedule to proceed to the scheduling page and fulfill the Lessen deadline.

Check Notes and Availability

Before assigning a technician, confirm the following:

• Any internal notes from the customer
• Preferred dates, time windows, or SLAs
• That scheduling aligns with customer expectations

Complete the Scheduling Fields

Fill in all required scheduling details:

• Estimated Time Needed (service duration)
• Assign a Technician
• Start Date and Start Time
• End Date and End Time

Review and Confirm

Review all scheduling details, then click Confirm Schedule to save. The work order status will update and the visit will appear on the Schedule calendar.

✅ What Happens Next

Once the visit is scheduled:

• The data will be synced to the Lessen ONE customer to inform them the work order has been scheduled
• The technician will see the visit on their schedule
• The work order is ready to move to Onsite when the technician begins work