Workiz glossary

  • Updated

In this article, you will learn about some of the most commonly used terms and phrases when using Workiz.

A

  • Ad source: The advertising source responsible for the revenue your business is generating for a particular job, lead, or client (e.g., Google, Yelp, Facebook, etc.).
  • Admin: One of the default roles on your Workiz account. This user is designed to have the highest level of privileges on your account.
  • Allow billing: Found in client settings menu, this feature allows you to close jobs related to a particular client even though there's an outstanding balance.
  • Angi Leads: Available in the Marketplace, the Angi Leads (formerly HomeAdvisor Pro) integration is designed to deliver leads directly to your Workiz Message Center to enable you to quickly land jobs and beat your competitors. To learn more about the Angi Leads integration, please see this article.
  • API (application programming interface): A set of functions and procedures allowing the creation of applications that access the features or data of an operating system, application, or other service. Available in the Marketplace, the API in Workiz is designed to allow you to create a functional application or integration quickly and easily.
  • Auto invoicing: A feature of the client page, auto invoicing allows you to automatically create a batch of invoices for all jobs that have been marked “Done” but haven’t been paid. To learn more about auto invoicing, please see this article.
  • Auto leads: A feature available in the settings menu, auto leads allows you to automatically create leads in Workiz from email or text messages. To learn more about auto leads, please see this article.
  • Auto reconciliation: A setting within the QuickBooks Online integration, auto reconciliation allows you to automatically reconcile your Workiz Pay credit card payouts with QuickBooks Online — linking your payments to the relevant client payments for each account. To learn more about using auto reconciliation, please see this article. 

B

  • Bank transfer (ACH): A bank transfer — often referred to as ACH (automated house clearing) — is an electronic fund transfer made between banks and credit unions. The transfer is made without the use of a paper check, credit card network, wire transfer, or cash. Bank transfers can be used to make full or partial payments in Workiz. To learn more about offering bank transfers with Workiz Pay, please see this article.
  • Blocked callers: A feature of Workiz Phone, blocked callers allows you to define the phone numbers you wish to prevent from contacting you (e.g., sales calls, spam calls, etc.). To learn more about blocking callers, please see this article.
  • Brands (inventory): A feature that allows you to divide your inventory items into specific groups based on shared characteristics relating to brand or manufacturer (e.g., Bradford, Dayton, Kwikset, Schlage, etc.). 

C

  • Calendar Sync: Available in the Marketplace, the Calendar Sync integration allows you to sync your Workiz schedule with other third-party calendars. To learn more about calendar sync, please see this article.
  • Call: An incoming or outgoing phone call made using Workiz Phone.
  • Call flow: A feature of Workiz Phone, a call flow is a rule that details how incoming calls will be handled. It illustrates the journey an incoming call will take from the first menu to the end of the call. To learn more about call flows, please see this article.
  • Call group: A feature of Workiz Phone, a call group is a collection of users or mobile devices that can be used to receive incoming calls simultaneously. To learn more about call groups, please see this article.
  • Call masking: A feature of Workiz Phone, call masking is designed to provide your techs and clients with more privacy by preventing either party from seeing any real phone numbers. To learn more about call masking, please see this article.
  • Call on (call queue): A feature of call flows in Workiz Phone, call on allows your clients to be placed on hold until the appropriate member of your team is available to answer their call. It is commonly referred to as a call queue. To learn more about call on, please see this article.
  • Calls page: Found in the sidebar menu on the left side of your Workiz account, the Calls page is a dashboard that provides an overview of all the calls your business has made and received using Workiz Phone.
  • Card reader: A mobile electronic device you can use to charge cards out in the field. Card readers pair right with the Workiz mobile app, allowing you to swipe, tap, or insert cards for payment. To learn more about card readers, please see this article.
  • Category (inventory): A feature of the Inventory add-on, a category allows you to divide your inventory items into specific groups based on shared characteristics relating to functional purpose (e.g., heaters, air conditioners, deadbolts, smart locks, etc.).
  • Client: A customer your business provides services to. To learn more about clients in Workiz, please see this article.
  • Client import: A tool available in the settings menu, client import allows you to import your existing clients list using a CSV file. To learn more about importing clients, please see this article.
  • Client payment terms: Found in the client information page, this feature allows you to customize the amount of time a specific client has to pay an invoice after sending it (e.g., due upon receipt, 14 days, 30 days, etc.). This field will be set to your default account value, but can be customized to meet the needs of specific clients when appropriate.
  • Clients page: Found in the sidebar menu on the left side of your Workiz account, the Clients page is a dashboard that provides an overview of all the clients stored on your Workiz account. To learn more about the Clients page, please see this article.
  • Client portal: A web page for your customers to review and pay estimates and invoices. The client portal provides your customers with a professional checkout experience.
  • Clock in/out: A feature available on both desktop and mobile, clock in/out allows your team to log the hours they’ve worked. Hours can be assigned to specific jobs, leads, tasks. To learn more about clocking in or out, please see this article.
  • Commissions: Available in the Marketplace, the Commissions add-on allows you to create a fee paid to an employee or subcontractor for performing a service on behalf of your business. To learn more about Commissions in Workiz, please see this article.
  • CompanyCam: Available in the Marketplace, the CompanyCam integration allows you to sync Workiz to CompanyCam to easily manage your projects. CompanyCam is a third-party service that enables you to create mock-ups, timestamps, and easily share project photos with clients.
  • Conversion rate: The percentage of leads or estimates that get converted into paying jobs. Conversion rates help you understand how well your business is performing and what ad sources are most valuable.
  • CSV (comma-separated values) file: A text file that allows two different programs to exchange data. In Workiz, CSV files are used to import your clients and items lists.
  • Custom fields: A feature that allows you to customize your job and client forms by adding extra information (e.g., before and after photos, license plate information, address type, etc.). To learn more about custom fields, please see this article.
  • Custom Documents: Available in the Marketplace, the Custom Documents add-on allows you to create custom documents from scratch, or update the existing templates for your invoices, estimates, and work orders. To learn more about Custom Documents, please see this article.
  • Custom Reports: Available in the Marketplace, Custom Reports allow you to create reports so that you receive the insights your business needs to thrive.

D

  • Dashboard: The homepage to your Workiz account, the dashboard provides you with a detailed overview of your business’s performance, upcoming jobs, and recent calls. The dashboard can be customized to show you what you need to see.
  • Default payment terms: Found in your account settings, this feature allows you define the amount of time all clients have in order to pay an invoice after sending it (e.g., due upon receipt, 14 days, 30 days, etc.). You can also create custom payment terms on a client-by-client basis.
  • Deposits: A portion of the cost listed on an estimate. In Workiz, deposits can be requested as a specific dollar amount or a percentage of the total cost on an estimate. To learn more about deposits, please see this article.
  • Dialer: A feature of Workiz Phone, the dialer is a separate window that opens when turning Workiz Phone on. The dialer allows you to easily make outgoing calls and answer incoming calls. To learn more about the dialer, please see this article.
  • Discount: A feature of an estimate and invoice page, a discount can be applied to deduct from the usual cost of your services on estimates and invoices. A discount can be applied as a dollar amount or as a percentage of the estimate or invoice subtotal. For tracking purposes, it is recommended that a discount is applied at the subtotal level, and not at the item-specific level.
  • Dispatcher: One of the default roles on your Workiz account, a dispatcher is a member of your team responsible for answering calls and assigning jobs. In Workiz, a dispatcher will be given certain restrictions to best suit their workflow. To learn more about the dispatcher workflow, please see this article.
  • Dispute (Workiz Pay): A dispute is when a cardholder — typically your client — questions your Workiz Pay charge with their card issuer. A successful dispute can lead to a chargeback. A chargeback is when the cardholder is refunded the charged amount, with that amount being deducted from your business account. In the event of a chargeback, your business would also be charged a non-refundable fee ($25 US/$20 CA). To learn more about Workiz Pay disputes, please see this article. 

E

  • EIN (employer identification number): Found in the identity verification process when applying for Workiz Pay, your EIN is a unique nine-digit number assigned by the Internal Revenue Service (IRS) to business entities operating in the United States for the purposes of identification.
  • Estimate: A document designed to inform your clients about the cost of your services before committing to a job. To learn more about estimates in Workiz, please see this article.
  • Estimates page: Found in the sidebar menu on the left side of your Workiz account, the Estimates page is a dashboard that provides an overview of all the estimates you’ve created on your Workiz account.
  • Estimate No.: A unique serial number associated with a specific estimate on your Workiz account.
  • External companies: Available in the Marketplace, this add-on allows you to track leads and job referrals coming from external companies. 

F

  • Field techs: One of the default roles on your Workiz account, a field tech is a user who is capable of performing the work for a job or lead.
  • Field validation: A feature available in the settings menu, field validation allows you to define the fields (e.g., last name, email address, phone number) that are required in order to create jobs in Workiz.
  • Filter: A feature designed to help you easily sort and display items in your Workiz account (e.g., calls, clients, jobs, invoices, etc.) based on shared characteristics (e.g., tags, job type, service area, etc.).
  • Flagged Messages: Available in the Marketplace, the Flagged Messages add-on notifies you whenever a message in your Workiz Message Center contains language pertaining to profanity, client dissatisfaction, and employee misconduct.
  • Franchises: Available in the Marketplace, the Franchises add-on allows larger businesses to manage multiple sub-accounts (franchisees). To learn more about franchises in Workiz, please see this article.

G

  • Google’s Local Services Ads: Available in the Marketplace, the Google’s Local Services Ads integration allows future clients to book your services directly from Google search results. To learn more about Google’s Local Services Ads, please see this article.
  • Group messaging: A feature of the Workiz Message Center, group messaging allows you to simultaneously send messages to multiple members of your team. Group messaging is not currently capable of sending messages to clients.

H

  • Help center: The website that contains all of Workiz’s help articles. To visit the help center homepage, please click here

I

  • Installment plans: Powered by Sunbit, installment plans (buy now, pay later) in Workiz allow your customers to pay for your services with flexible payment options. With Sunbit, you receive the full payment up front, and your clients make payments to Sunbit. To learn more about installment plans, please see this article.
  • Inquiry (Workiz Pay): A preliminary phase initiated by some card networks, inquiries may be the first stage in the dispute process. Inquiries are used to collect transaction clarification in hopes of potentially preventing a dispute altogether. Failing to provide satisfactory evidence during the inquiry phase may result in a dispute.
  • Invoice: A document that provides your clients with a list of goods sent or services provided, as well as the cost for those goods and services. To learn more about invoices in Workiz, please see this article.
  • Invoices page: Found in the sidebar menu on the left side of your Workiz account, the Invoices page is a dashboard that provides an overview of all the invoices you’ve created on your Workiz account. To learn more about the Invoices page, please see this article.
  • Invoice No.: A unique serial number associated with a specific invoice on your Workiz account.
  • Inventory: Available in the Marketplace, the Inventory add-on allows you to manage your stock levels and inventory usage. To learn more about Inventory in Workiz, please see this article.
  • Inventory item: A feature of the inventory add-on, inventory items are of stock that exist in your inventory. In Workiz, inventory items are different from standard items because they can be tracked to monitor stock levels. To learn more about inventory items, please see this article.
  • Items and services: Goods and services that you provide to customers. Items and services can be created and added to jobs, invoices, and estimates. Items can be created and managed from your price book. To learn more about items and services in Workiz, please see this article.
  • Item import: A tool available in the settings menu, item import allows you to import your existing list of inventory items using a CSV file. Item import will integrate with the inventory feature in Workiz to enable you to monitor your stock levels. To learn more about importing items, please see this article.

J

  • Job: A service that you and your client have agreed upon. Jobs contain information relating to the client, job type, service address, and more. Jobs are stored in the Jobs page on your Workiz account.
  • Job ID: A unique serial number associated with a specific job on your Workiz account.
  • Jobs page: Found in the sidebar menu on the left side of your Workiz account, the Jobs page is a dashboard that provides an overview of all the jobs you’ve created on your Workiz account.
  • Job types: A reusable type of service that your business regularly provides. Job types can be used to automatically block out specific durations on your calendar and suggest the field techs who have the necessary skills to perform the service. To learn more about job types, please see this article.

L

  • Lead: Available in the Marketplace, the leads add-on allows you to create a place for potential jobs. In Workiz, leads are considered potential jobs, not potential customers. Leads can be used to store information for a potential job, or schedule an on-site visit to make a quote for a potential job. To learn more about leads in Workiz, please see this article.
  • Lead ID: A unique serial number associated with a specific lead on your Workiz account.
  • Leads page: Found in the sidebar menu on the left side of your Workiz account, the Leads page is a dashboard that provides an overview of all the leads you’ve created on your Workiz account.
  • Location Tracking: Available in the Marketplace, the Location Tracking add-on allows you to monitor your team member’s location. This tool is designed to assist your dispatchers to quickly assign field techs to on-demand jobs based on their location. To learn more about Location Tracking, please see this article.
  • Location (inventory): A component of the Inventory add-on, a location allows you to divide your inventory into specific groups based on where they exist. A location is any place where you might store inventory items (e.g., vehicles, offices, warehouses, storage units, etc.). To learn more about inventory locations, please see this article.

M

  • Mailchimp: Available in the Marketplace, the Mailchimp integration enables you to sync your entire list of clients in Workiz to your Mailchimp account. Mailchimp is a third-party company that helps you create and send email campaigns, send postcards, and reach new customers through social media ads on Facebook and Instagram.
  • Masking number: A part of call masking in Workiz Phone, a masking number is the phone number your field techs will see when contacting your clients.
  • Map page: Found in the sidebar menu on the left side of your Workiz account, the Map page is a dashboard that provides you with the location of your jobs and field techs.
  • Mobile app: Available on iOS and Android OS, the Workiz mobile app offers many of the necessary Workiz capabilities you’ll need while out on the field. Download the Workiz mobile app on the Apple App Store or Google Play Store.

N

  • Nexa: Available in the Marketplace, the Nexa integration provides you with a virtual receptionist to answer incoming calls while you are away.
  • Numbering: A setting available in the settings menu, numbering allows you to manage the serial numbering style and sequence for your jobs, estimates, and invoices. Your serial numbers can be coded (e.g., XD76S6) or numbered (e.g., 1881). To learn more about numbering, please see this article.

O

  • Online Booking: Available in the Marketplace, the Online Booking add-on is an online portal that allows your customers to schedule a service with your business. Online Booking also allows your customers to pay a deposit for your services in a complete checkout experience. To learn more about Online Booking, please see this article.

P

  • Parent client: A client that oversees multiple other clients on your Workiz account. In Workiz, you can specify parent and sub-client relationships between your clients, making it easy to manage and keep track of complex business relationships. To learn more about parent clients, please see this article.
  • Payouts: In Workiz Pay, a payout is how money gets transferred from your Workiz Pay account to your business bank account. When you charge your clients using Workiz Pay, the money will first be deposited into your Workiz Pay account. It will then need to be paid out from your Workiz Pay account to your business bank account so that you have access to the funds. To learn more about Workiz Pay payouts, please see this article.
  • Porting: The process of moving a phone number from one communications provider to another. In this case, you can keep your existing business number to be used with Workiz Phone. To learn more about porting, please see this article.
  • Price book: A digital catalog where you can create and manage items and services. Your price book is typically made up of categories, item groups, and items. To learn more about your price book in Workiz, please see this article. 
  • Purchase orders (POs): A formal document that you send to vendors specifying the items you wish to purchase from them. In Workiz, items for your POs can be added from your price book and linked to specific jobs. To learn more about POs, please see this article.

Q

  • QuickBooks Online: Available in the Marketplace, the QuickBooks Online integration allows you to sync your clients, items, services, invoices, and payments with QuickBooks. You can manage your service schedule and make sure your accounting is up to date. To learn more about the QuickBooks Online integration, please see this article. 

R

  • Recurring jobs: A feature in the job creation page, recurring jobs allow you to easily represent ongoing work with specific customers on your Workiz account. To learn more about recurring jobs, please see this article.
  • Reports: Detailed charts and tables that demonstrate your business’s performance. Workiz offers a wide range of reports, including the Jobs Report to track the number of jobs completed by a specific member of your team, and the Leads Report to help you identify the ad source with the highest conversion rate.
  • Roles and restrictions: A feature that allows you to specify the level of privileges a user can have based on a predefined role within your Workiz account. Roles can be customized to include unique permissions as desired. To learn more about roles and restrictions, please see this article.
  • Routing number: Found in the bank connection process when applying for Workiz Pay, your routing number is a nine-digit code to identify the financial institution on which it was drawn. The routing number for your bank can be found printed on the bottom of your checks or online.

S

  • Sales Proposals: Available in the Marketplace, this add-on allows you to provide you customers with a series of estimates for them to choose from. Commonly referred to as “good, better, best” sales proposals, this feature has the potential to increase your revenue. To learn more about Sales Proposals in Workiz, please see this article.
  • Sales Proposal Manager: A dedicated page within Workiz where you can create and manage all of your sales proposal templates. To learn more about using the Sales Proposal Manager, please see this article.
  • Sales proposal template: Designed to simplify your experience with sales proposals, sales proposal templates can be created once and added to jobs with just a click. To learn more about creating sales proposal templates, please see this article.
  • Schedule page: Found in the sidebar menu on the left side of your Workiz account, the Schedule page is a dashboard that provides an overview of all the jobs, leads, and tasks you’ve booked on your Workiz account.
  • SearchKings: Available in the Marketplace, the SearchKings integration provides leads directly to your Workiz account. SearchKings is a third-party business that designs, builds, and manages digital advertising campaigns for small and mid-sized businesses in a variety of verticals including home services and professional services.
  • Service Areas: Available in the Marketplace, this add-on allows you to divide your service areas into geographical categories. Workiz allows you to assign users to specific service areas, allowing your dispatching team to easily identify who is capable of completing certain jobs based on areas they serve. Service areas can be defined on a map level from the settings menu, and can be assigned to specific users from the user profile page.
  • Service fee: An additional charge you can include for credit card payments, service fees allow you to mitigate the various costs associated with offering card payments with Workiz Pay. To learn more about charging service fees for card payments, please see this article.
  • Service Plans: Available in the Marketplace, this add-on allows you to easily manage recurring work by enrolling clients in service agreements. Service Plans allows you to create plan templates that you can use to subscribe clients and collect payments. To learn more about Service Plans, please see this article.
  • Service Plans dashboard: A page that exists within the sidebar navigation of your Workiz account, the Service Plans dashboard is where you can find all of your plan subscriptions. You can find a breakdown of individual plans, including the plan price, start date, next visit date, and team member who sold the plan. To learn more about managing your service plan subscriptions, please see this article.
  • Service Plans Manager: A component of the Service Plans add-on, the Service Plans Manager is a dedicated space for you to create and manage your service plan templates. To learn more about using the Service Plan Manager, please see this article.
  • Service plan template: Designed to increase your efficiency when enrolling clients in service plans, service plan templates can be created once and easily managed from the Service Plans Manager. To learn more about creating service plan templates, please see this article.
  • Short code: A feature commonly found in custom documents and the Workiz Automation Center, short code is designed to intelligently generate documents and messages by automatically pulling details from your Workiz account (i.e., {{client.fullName}} would automatically include your client’s actual name).
  • Smart tech callback: A feature of call masking in Workiz Phone, smart tech callback ensures that whenever a client returns a missed call from your tech, the return call is automatically forwarded to the tech who made the original call.
  • Status: A condition you can assign to a job, lead, invoice, or estimate to describe the state of the progress (e.g., Submitted, In progress, Done, etc.).
  • Statement descriptor: A feature of Workiz Pay, your statement descriptor is the text that your clients will see on their billing statement alongside charges from your business to identify where the charges came from.
  • Sub-client: A feature on the client page, a sub-client is a client that is managed or was provided by another client (parent client). Creating sub-clients in Workiz allows you to easily manage and keep track of complex business relationships between your customers. Sub-clients are created when assigning a parent client. To learn more about sub-clients in Workiz, please see this article.
  • Sub-status: A feature on the job page, sub-statuses enable you to assign more granular conditions to describe the exact state of a job’s progress. Sub-statuses exist under statuses (e.g., In progress - En route, Canceled - Arrived late, etc.). To learn more about sub-statuses in Workiz, please see this article.
  • Subcontractors: Available in the Marketplace, this add-on allows you to add subcontractors to your Workiz team. Found in the user creation page, a subcontractor is an individual service professional who is not an employee of your organization, but regularly performs services on your business’s behalf. Subcontractors can be added as members of your Workiz team for free, but will only have limited access to your account. To learn more about subcontractors, please see this article.
  • Sunbit: Available in the Marketplace, this feature allows you to provide your customers with installment plans (buy now, pay later) to pay for your services. Sunbit, a trusted third-party company, ensures you receive the full payment up front while allowing your customers to repay Sunbit on a flexible payment schedule. To learn more about Sunbit, please see this article. 

T

  • Tags: A feature that allows you to categorize jobs and help your team stay organized. Tags are completely customizable, and can be used to identify jobs that are planned vs. on-demand, or whether you need to follow up with a client. To learn more about job tags, please see this article.
  • Tasks: Available in the Marketplace, this feature allows you to break your jobs down into more granular and manageable tasks. To learn more about Tasks in Workiz, please see this article.
  • Team page: Found in the sidebar menu on the left side of your Workiz account, the Team page is a dashboard that provides an overview of all the users on your Workiz team.
  • Thumbtack: Available in the Marketplace, the Thumbtack integration integration is designed to deliver leads directly to your Workiz Message Center to enable you to quickly land jobs and beat your competitors. To learn more about the Thumbtack integration, please see this article.
  • Timesheets: A report available from the Reports page, timesheets provide you with a detailed breakdown of the hours your team has worked, as well as the jobs associated with those hours.
  • Tips: A feature of invoices in the client portal, tips allow your customers to add a sum of money in addition to the basic fees for your service.

U

  • User location: A component of the Inventory add-on, a user location is an inventory location that you can assign to a specific user to limit the locations they are allowed to remove inventory items from. To learn more about user locations, please see this article.
  • User skills: A feature found on a user’s profile page, user skills are a list of job types a specific user is capable of performing. User skills are a great tool to quickly determine who is capable of completing a specific job type. To learn more about user skills, please see this article.

V

  • Vendors (POs): A component of purchase orders, vendors are the sellers that you are sending your POs to. Vendors can be created right from Workiz, allowing you to save key details such as contact information, payment terms, and more. To learn more about creating vendors, please see this article.
  • Visit (Service Plans): A component of service plan subscriptions, visits are added to your schedule as placeholders. They are designed to be converted into jobs. To learn more about converting service plan visits into jobs, please see this article.
  • Voice menu (call flow): A type of call flow in Workiz Phone, voice menus allow you to create a path for your customers to route themselves to the right department through an interactive phone menu (e.g., Press 1 for…, Press 2 for…, Press 3 for…, etc.). To learn more about voice menu call flows, please see this article. 

W

  • Website integration: A tool available in the settings menu, website integration allows you to create a basic service form for your website to collect customer information for new leads. To learn more about website integration, please see this article.
  • Work order: A document that assigns a service to be completed for a client. Work orders can be customized from the documents page in the settings menu.
  • Workiz Automation Center: The page that allows you to create Workiz Automations. The Workiz Automation Center can be accessed from the settings menu.
  • Workiz Automations: Available in the Marketplace, Workiz Automations is a tool designed to help you save time and avoid repetitive tasks. Workiz Automations can be used to automate the messages you send to your clients to follow up on potential jobs, prevent job cancellations, and help scale your business. To learn more about Workiz Automations, please see this article.
  • Workiz Marketplace: A space to find powerful add-ons and integrations capable of taking your business to the next level. To learn more about the Workiz Marketplace, please see this article.
  • Workiz Message Center: An all-in-one hub for business communications built into the Workiz platform, the Workiz Message Center allows you to send text and email messages to your techs and clients. The Message Center also allows you to book jobs or leads directly from messages.
  • Workiz Pay: Workiz Pay is a fast, simple, and secure online payment solution that enables you to collect credit card payments from your customers while on the job. To learn more about Workiz Pay, please see this article.
  • Workiz Phone: A powerful phone feature built right into Workiz, Workiz Phone allows you to manage all of your jobs and calls from one platform. To learn more about Workiz Phone, please see this article. 

Z

  • Zapier: Available in the Marketplace, the Zapier integration allows you to connect Workiz with your other apps and services. This integration allows you to automate repetitive tasks without coding or relying on developers to build integrations. To learn more about the Zapier integration, please see this article.

 

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