Dispatch.me

Dispatch.me is a dispatch and communication layer that connects brands, retailers, manufacturers, warranty programs, to networks of independent local contractors, commonly used for appliance delivery, installation, and repair. ProPay sits in front of Dispatch.me and decides what actually needs to reach it, a work order only gets created after triage has already ruled out a no-truck-roll resolution.

What ProPay does with Dispatch.me

ProPay engages the homeowner over SMS to collect model and serial numbers, photos, and symptom detail, then recommends repair, replacement, or call avoidance, before Dispatch.me is involved at all. Where a truck roll is warranted, ProPay passes Dispatch.me an enriched job: a predicted job code and the parts the technician is likely to need.

Before Dispatch.me ever sees a work order, ProPay has already engaged the homeowner over SMS, collecting model and serial numbers, photos, and symptom detail, with 80 to 83 percent of homeowners responding. That triage is what decides whether a job reaches Dispatch.me at all: 7.9 percent of submitted claims are resolved without a truck roll.

As the job moves through Dispatch.me, job assignments, contractor acceptance status, and completion confirmations, ProPay reads status back to drive automated homeowner and contractor updates over SMS, and validates the resulting invoice against the authorization record before payment releases.

How the Dispatch.me connection works

Dispatch.me’s API is built around job assignment events, which is where ProPay reads acceptance and completion status and writes new job requests.

Where Dispatch.me doesn’t expose a field ProPay needs, a Forward Deployed Engineer builds the mapping during deployment. Triage, authorization, and payment can each go live against Dispatch.me independently of one another.

What stays in Dispatch.me

The independent contractor network and Dispatch.me’s own job-matching logic between brands and local providers stay with Dispatch.me.

What changes is how much of a dispatcher’s day is spent on jobs that never needed a technician. ProPay resolves those before Dispatch.me sees them, so the jobs that do reach Dispatch.me are the ones that actually warranted a truck roll.

Data handling and security

The connection to Dispatch.me runs on a company-specific ProPay instance, one client’s job data and customer records are never accessible to another. ProPay is SOC 2 compliant, with both Type I and Type II audits complete.

Every triage recommendation carries a confidence level and the inputs behind it, and is logged. Recommendations outside your configured thresholds route to a person before a job ever reaches Dispatch.me.

Deploying the integration

A dedicated Forward Deployed Engineer builds and maintains the Dispatch.me connection alongside your team, mapping job codes and dispatch fields to how Dispatch.me is configured for your operation.

Frequently asked questions about ProPay and Dispatch.me

Does ProPay replace Dispatch.me?

No. Dispatch.me keeps handling scheduling and dispatch execution; ProPay decides upstream what should reach it and enriches the job before it does.

How does ProPay connect to Dispatch.me?

Dispatch.me’s API is built around job assignment events, which is where ProPay reads acceptance and completion status and writes new job requests. Where no interface exists, a Forward Deployed Engineer builds the connector during deployment.

Does ProPay reduce truck rolls sent to Dispatch.me?

Yes. Triage resolves 7.9 percent of submitted claims without dispatch, so fewer unnecessary jobs reach Dispatch.me in the first place.