Appointment lifecycle
Every appointment status in Fluent, from Requested to Complete, what each one means, and what moves an appointment from one to the next.
What you'll learn
- What each appointment status means, and what moves an appointment from the request to the voucher.
What a status is
The status says where an appointment stands right now. Your agency, its interpreters, and the organizations it serves all see the same statuses.
The Status column on Appointments shows it with a colored icon and bar, and the color shows the stage:
- Orange: waiting for an interpreter.
- Blue: an interpreter holds it.
- Green: Complete.
- Pink: Missed or Declined.
- Grey: Canceled or Late Cancel.
When you open an appointment, its dialog header takes the same color. See Appointment details and history.
Statuses and what moves them
The rows run in lifecycle order, from the request to the voucher. The last 4 rows are the ways an appointment closes without a voucher.
| Status | What it means | What moves it here |
|---|---|---|
| Requested | Nobody has been offered it yet | Created, or the interpreter pick cleared |
| Pending | One interpreter has the offer | Assign, or an Auto-assign turn |
| Broadcast | Several interpreters have the offer | Broadcast |
| Unassigned | Had an interpreter or offer, but not now | A decline, Auto-assign ending, Cancel method, or a deactivation |
| Assigned | An interpreter holds the appointment | The interpreter accepts, or your agency marks the offer accepted |
| Checked In | Phone or Video interpreter has checked in | The interpreter taps Check In |
| Arrived | In-person interpreter has arrived | The interpreter taps Mark Arrived |
| In Progress | The scheduled time is now | The scheduled start |
| Incomplete | It ended, and the voucher isn't complete | The scheduled end |
| Complete | The voucher is complete | The interpreter or your agency completes it |
| Canceled | Canceled in time, so nothing is billed | Your agency, or an organization's cancel |
| Late Cancel | Canceled late, so the late cancel charge applies | Your agency, or a late organization cancel |
| Missed | The interpreter didn't show up | Your agency |
| Declined | Your agency couldn't fill the request | Your agency |
How an appointment moves
Most appointments follow one path, from the request to the voucher.
- Your agency creates the appointment, or an organization requests it. Until someone is offered it, it's Requested.
- Your agency offers it on the Assignment step. Assign and each Auto-assign turn make it Pending, and Broadcast makes it Broadcast.
- When an interpreter accepts, it's Assigned. When they decline an Assign offer, it's Unassigned. Your agency can also mark an offer accepted or declined for the interpreter.
- Around the start time, the interpreter taps Check In (Phone and Video) or Mark Arrived (In-person) in the mobile app. It's Checked In or Arrived.
- From the scheduled start to the scheduled end, it's In Progress.
- After the scheduled end, it's Incomplete until the voucher is complete. Fluent reminds the interpreter to submit it.
- When the interpreter submits the voucher, or your agency enters it, it's Complete.
Some picks skip the offer and go straight to Assigned: an Invited interpreter, an External Interpreter from a partner agency, or yourself. Nobody accepts these in Fluent.
- Assign offer: stays Pending until the interpreter answers, or until your agency answers for them from the interpreter's menu on the Assignment step: Mark as accepted, Mark as declined, or Mark no response. A decline or no response makes it Unassigned.
- Auto-assign and Broadcast: keep offering until someone accepts, and end as Unassigned when nobody does. See Auto-assign and Broadcast.
Who can change a status
Each person moves the status in their own way, and Fluent moves the rest on its own.
| Who | What they change |
|---|---|
| Agency Owners, Admins, Managers, and Schedulers | Offers, closing statuses, and vouchers |
| Interpreters | Accept or decline, check in, and submit vouchers |
| Organization Owners, Administrators, Managers, and Schedulers | Requests, and canceling them before the start |
| Organization Requestors | Requests, and canceling their own before the start |
| Fluent | In Progress, Incomplete, and Auto-assign turns |
Your agency sets Canceled, Late Cancel, Missed, or Declined from the status menu in Edit, and can undo them there. See Cancel an appointment.
What a status changes
The status decides what gets billed and paid, and where the appointment shows up.
- Invoices and pay runs: Fluent prices only Complete and Late Cancel appointments for invoices and pay runs. Canceled, Missed, and Declined ones never go on them.
- Open offers: Canceled, Late Cancel, Missed, and Declined close every open offer, so nobody can accept the appointment after that.
- Open Requests: Requested, Pending, Broadcast, and Unassigned appointments wait in Open Requests. See The Appointments page.
- Editing: Once the voucher is complete, the appointment can't be edited. To fix the times, correct the voucher. See Enter or correct a voucher.
What doesn't change the status
Some events leave the status as it is.
- The interpreter's recorded times: In Progress and Incomplete follow the scheduled start and end. The times the interpreter records in the mobile app don't move them.
- The date passing: Fluent doesn't close an appointment on its own. One that nobody covered keeps its status after its date until your agency closes it.
In an organization workspace
Your requests show the same statuses your agency sees. A new request is Requested until your agency offers it.
- The Interpreter field: on a request, it doesn't follow these statuses. See Appointment details and history.
- Canceling a request: click Cancel Appointment before the start time on a request your organization sent. Fluent decides between Canceled and Late Cancel from the cancellation window your agency set. See Cancel an appointment.
Rules and limits
- Declined removes the interpreter from the appointment.
- Clearing the interpreter in Edit returns the appointment to Requested.
- When your agency deactivates an interpreter, their upcoming appointments move to Unassigned. Canceled, Late Cancel, Missed, and Declined ones keep their status.
- The Status filter on Appointments has no Checked In or Arrived option. Those appointments match Assigned.
Troubleshooting
The appointment says Incomplete
The scheduled end has passed, and the voucher isn't complete. Ask the interpreter to submit it in the mobile app, or enter it yourself. See Enter or correct a voucher.