# WorkZen Help Center - Complete Corpus
Last Updated: 2026-08-16
Articles: 63
> Complete content of the WorkZen Help Center (https://www.workzen.io/en/help/) for AI
> assistant / chatbot ingestion. Each article includes its category, direct
> answer, the user questions it covers, and the full body text.
---
# What the Needs attention alerts mean
**Category**: Account & Billing
**URL**: https://www.workzen.io/en/help/account-billing/understand-needs-attention-alerts/
**Updated**: 2026-08-15
**App area**: Dashboard > Needs attention
**Short answer**: The Needs attention bar on your dashboard lists problems that pause part of your account until an admin fixes them, like a disconnected QuickBooks connection or a failed subscription payment. Click the bar to see each alert with a link to the page where you fix it; alerts clear themselves the moment the problem is resolved.
**Answers the questions**:
- What does Needs attention on my dashboard mean?
- Why am I seeing an alert on my WorkZen dashboard?
- What happens when I dismiss an alert?
- How do I get back to a dismissed alert?
- Why did my alert disappear on its own?
WorkZen watches the parts of your account that can silently break: connected integrations, card payment processing, your subscription, and webhooks. When one of them needs a human with admin access, a **Needs attention** bar appears at the top of your dashboard.
## What can appear here
| Alert | What it means | Where the fix is |
|-------|---------------|------------------|
| Integration disconnected | QuickBooks or Zoho Books lost its authorization and syncing is paused | The integration's settings page, click **Reconnect** |
| Card payments disabled | Stripe has stopped card payments on your account, usually pending verification info | Your Stripe integration page, then Stripe itself |
| Subscription payment problem | A WorkZen subscription payment failed | **Settings > Billing**, update your payment method |
| Webhook disabled | A webhook endpoint failed 10 deliveries in a row and was switched off | **Settings > Integrations > Webhooks**, fix the endpoint and re-enable it |
Each of these pauses something real: paused syncing means your books drift, disabled charges mean clients cannot pay you by card. That is why they get a dedicated bar instead of a regular notification.
## Reading and acting on alerts
Click the **Needs attention** bar to open the alerts panel. Each alert shows what broke and two actions: an arrow that takes you straight to the page where you fix it, and an **X** to dismiss it.
Alerts are states, not messages. You never mark one as done; WorkZen re-checks continuously and clears an alert by itself the moment the problem is gone. Reconnect QuickBooks and the alert disappears on the spot.
## Dismissing and getting back to alerts
Dismissing an alert snoozes it for 7 days. It moves to a **Snoozed** section at the bottom of the panel, where you can bring it back anytime with **Restore**. If the problem still exists when the snooze ends, the alert returns on its own.
Once every alert is dismissed, your dashboard bar disappears completely. The snoozed alerts stay reachable from **Settings**, which shows a dismissed-alerts bar for as long as any snoozed problem remains unfixed.
Dismiss is for "I know, and it can wait", like a webhook for a system you are decommissioning anyway. For anything touching money or syncing, fixing beats snoozing: the problem does not pause while the alert does.
**FAQ**:
Q: Who sees these alerts?
A: Team members with the Manage Company Settings permission, which company admins have by default. Technicians and other team members never see them.
Q: Why did an alert disappear without me doing anything in WorkZen?
A: Alerts clear themselves when the underlying problem is fixed. If your accountant reconnected QuickBooks or a failed payment went through on retry, the alert resolves on its own.
Q: Does dismissing an alert fix the problem?
A: No. Dismissing only hides the alert for 7 days. If the problem still exists after that, the alert returns. The only way to clear an alert permanently is to fix what it points at.
Q: Where do dismissed alerts go?
A: They move to a Snoozed section at the bottom of the alerts panel, and they are also reachable from Settings, which shows a dismissed-alerts bar even when your dashboard is clean. Click Restore on a snoozed alert to bring it back.
---
# Set your company work hours
**Category**: Getting Started
**URL**: https://www.workzen.io/en/help/getting-started/set-up-work-hours/
**Updated**: 2026-08-15
**App area**: Settings > Work Hours
**Short answer**: Go to Settings > Work Hours, pick a quick preset or set each day individually, and save. Work hours are company-wide and control online booking availability, what the AI receptionist says about your hours, and when the time clock auto-closes entries.
**Answers the questions**:
- Where do I set my business hours in WorkZen?
- How do I set different hours for each day?
- How do I mark my company as open 24/7?
- Can each team member have their own work hours?
- Do work hours stop me from scheduling a visit after hours?
Work hours are one setting that four different parts of WorkZen read. Getting them right early saves you from a client booking a 3:00 AM appointment.
## Set your schedule
Go to **Settings > Work Hours**. The page has two halves.
**Quick Presets** applies a whole week in one click:
| Preset | Schedule |
|--------|----------|
| Monday - Friday (9 AM - 5 PM) | Weekdays only, weekends closed |
| Monday - Saturday (9 AM - 6 PM) | Six days, Sunday closed |
| 24/7 Operation | Every day, around the clock |
**Custom Schedule** lets you fine-tune each day. Every day has a **Working** toggle, a start time, an end time, and a **24 Hours** switch for days you never close. **Copy to all days** pushes one day's times onto the rest of your working days, which is the fastest way to handle "same hours every day except Friday".
Click **Save Work Hours** when you are done. The button only lights up once something has changed.
Work hours are company-wide. There is no per-person schedule and no time-off calendar, so a technician's individual availability is not tracked here.
## What work hours actually control
This is the part worth knowing, because work hours are quieter than they look.
| Feature | How it uses work hours |
|---------|------------------------|
| Online booking | The [website widget](/en/help/leads/install-website-widget/) and the WordPress connector only offer slots inside your hours when booking availability is set to work hours instead of 24/7 |
| AI receptionist | Your open days and times are handed to the [AI receptionist](/en/help/phone-ai/configure-ai-receptionist/) so it can tell callers when you are open |
| Time clock | Entries left running are [auto-closed](/en/help/team-permissions/set-up-time-tracking/) about two hours after your closing time, instead of at midnight |
| Call flows | Business-hours routing in a [call flow](/en/help/phone-ai/set-up-call-flow-ivr/) reads the same schedule |
What work hours do **not** do: they do not block you from scheduling a visit at any hour you want. The [Scheduler](/en/help/jobs-scheduling/use-calendar/) is deliberately unrestricted, because emergency calls do not check the clock. Work hours shape what the outside world can book, not what you can dispatch.
**Steps**:
1. Open Work Hours: Go to Settings > Work Hours. You can also reach it from the Work Hours tab on your company profile.
2. Start from a preset: Under Quick Presets, pick Monday - Friday (9 AM - 5 PM), Monday - Saturday (9 AM - 6 PM), or 24/7 Operation.
3. Adjust individual days: Under Custom Schedule, toggle Working for each day and set the start and end time, or switch a day to 24 Hours.
4. Save: Click Save Work Hours. The button stays disabled until you actually change something.
**FAQ**:
Q: Can each team member have their own work hours?
A: No. Work hours are set once for the whole company. There is no per-user schedule and no time-off calendar yet.
Q: Do work hours prevent scheduling a visit outside them?
A: No. The Scheduler lets you book any time you like. Work hours govern what clients can self-book online, not what you can schedule internally.
Q: What does Copy to all days do?
A: It copies one day's hours onto every other day that is already marked as a working day. Days you have switched off stay off.
Q: How do I reopen a day I turned off?
A: Toggle Working back on. It comes back at 9:00 AM to 5:00 PM, and you can adjust from there.
Q: What is Reset to Default?
A: It puts you back to Monday through Friday, 9:00 AM to 5:00 PM, with weekends closed. You still have to save for it to stick.
---
# How to connect QuickBooks Online to WorkZen
**Category**: Integrations
**URL**: https://www.workzen.io/en/help/integrations/connect-quickbooks/
**Updated**: 2026-08-15
**App area**: Settings > Integrations > QuickBooks Online
**Available on plans**: zengrow, zenai
**Short answer**: Go to Settings > Integrations > QuickBooks Online, click Connect, and authorize WorkZen in the QuickBooks popup. Then map your tax rates to QuickBooks tax codes and your financial data starts syncing automatically.
**Answers the questions**:
- How do I connect QuickBooks to WorkZen?
- Does WorkZen integrate with QuickBooks Online?
- How do I set up QuickBooks sync?
- Why is my QuickBooks connection failing?
Connecting QuickBooks Online means your invoices, payments, estimates, and clients land in your books without retyping anything. You run the business in WorkZen; QuickBooks stays current on its own.
## Connect your account
Connecting requires the Manage Integrations permission; company admins have it by default.
1. Go to **Settings > Integrations** and open **QuickBooks Online**.
2. Click **Connect**.
3. A QuickBooks authorization popup opens. Sign in with your QuickBooks Online credentials and approve the connection. This takes a moment, and the page confirms with "QuickBooks connected successfully".
WorkZen checks that your QuickBooks account uses the same currency as your WorkZen company. If they differ, the connection is blocked with a currency mismatch notice, because mixing currencies would produce incorrect financial data.
## Map your tax codes
Right after connecting, WorkZen asks you to map each of your tax rates to a QuickBooks tax code, so taxes on synced invoices match your books exactly.
1. For each **WorkZen Tax**, pick the matching **QuickBooks Tax Code**.
2. Click **Auto-Match** to apply suggested mappings; suggestions are marked so you can review them.
3. Click **Save Mappings**.
Skipping tax mapping is allowed, but invoices with unmapped tax rates may fail to sync until the mapping is complete. If a tax code you need does not exist in QuickBooks yet, create it there first, then click **Refresh** on the mapping screen.
WorkZen re-checks your mappings nightly. If tax codes change on either side, the integration page shows a "Tax Mapping Needs Review" banner with a **Review Mappings** button.
## After you connect
The integration page becomes your sync dashboard:
- **Connection Status** shows your QuickBooks Company ID, when it was connected, and a **Test Connection** button.
- **Sync Status** shows synced, pending, and failed counts, with **Sync Now** and **Retry Failed** actions.
- **Open QuickBooks** jumps straight to your QuickBooks account.
From here, everything is automatic. For exactly what flows across and when, see [What syncs between WorkZen and QuickBooks](/en/help/integrations/quickbooks-what-syncs/).
**Steps**:
1. Open the QuickBooks integration page: Go to Settings > Integrations and open QuickBooks Online.
2. Click Connect: A QuickBooks popup opens. Sign in to your QuickBooks Online account and authorize WorkZen.
3. Map your tax codes: Match each WorkZen tax rate to its QuickBooks tax code. Use Auto-Match to apply suggested mappings, then save.
4. Confirm the connection: The page shows Connection Status with your QuickBooks Company ID, and syncing begins automatically.
**FAQ**:
Q: Which QuickBooks products are supported?
A: QuickBooks Online. Desktop editions of QuickBooks are not supported.
Q: Why do I see a currency mismatch error?
A: Your WorkZen account currency and your QuickBooks account currency must match. Syncing across different currencies would corrupt your financial data, so WorkZen blocks the connection. Connect a QuickBooks account that uses the same currency as your WorkZen company.
Q: Can I skip tax mapping during setup?
A: Yes, but invoices that use unmapped tax rates may fail to sync until you finish the mapping. You can complete it any time from the QuickBooks integration page under Tax Mappings.
Q: Why does WorkZen say QuickBooks is disconnected?
A: QuickBooks authorizations expire or can be revoked from the QuickBooks side. Click Reconnect on the integration page to authorize again and syncing resumes where it left off.
Q: What happens if I disconnect?
A: Syncing stops immediately. Nothing already synced to QuickBooks is deleted, and your WorkZen data is untouched. You can reconnect later.
---
# Capture WordPress form leads in WorkZen
**Category**: Integrations
**URL**: https://www.workzen.io/en/help/integrations/connect-wordpress-connector/
**Updated**: 2026-08-15
**App area**: Settings > Integrations > WordPress
**Short answer**: Install the free WorkZen Connector plugin from the WordPress plugin directory, copy your integration key from Settings > Integrations > WordPress in WorkZen, paste it into WorkZen > Configuration in your WordPress admin, and click Test Connection. Submissions from the form plugins you already run start arriving as leads immediately.
**Answers the questions**:
- How do I connect WordPress to WorkZen?
- Where do I find my WordPress integration key?
- Which WordPress form plugins does WorkZen support?
- Why are my WordPress form submissions not showing up in WorkZen?
- Can I add a booking button to my WordPress site?
Your WordPress site already has forms, and those forms already work. The WorkZen Connector does not replace them. It sits behind them and forwards every submission into WorkZen as a [lead](/en/help/leads/how-leads-get-into-workzen/), with the source stamped automatically.
## Install the plugin
In your WordPress admin, go to **Plugins > Add Plugin** and search for "WorkZen". Install and activate **WorkZen Connector**. It is free and lives in the official [WordPress plugin directory](https://wordpress.org/plugins/workzen-connector/).
A new **WorkZen** item appears in your WordPress sidebar with three pages: **Configuration**, **Queue**, and **More Info**.
## Connect it to your account
In WorkZen, go to **Settings > Integrations > WordPress**. Copy the integration key shown on that page.
Back in WordPress, open **WorkZen > Configuration**, paste the key into **Integration Key**, and save. Then click **Test Connection** at the bottom. A success message confirms your site can reach WorkZen.
Regenerating the key in WorkZen invalidates the old one immediately. Your site stops sending leads until you paste the new key into the plugin.
## Choose how forms are captured
The Configuration page offers two modes:
| Mode | What it does | Best for |
|------|--------------|----------|
| **Automatic** | Captures from every supported form plugin, including ones you install later | Almost everyone |
| **Manual** | You tick exactly which plugins are allowed to send | Sites with forms that should stay out of WorkZen |
Automatic is the default and the recommendation. Supported plugins today: Contact Form 7, WPForms, Gravity Forms, Ninja Forms, Elementor Pro, Divi, Fluent Forms, Forminator, Formidable Forms, Everest Forms, MetForm, and Houzez.
## Add the floating button (optional)
The connector also ships a floating button for the corner of every page: a contact form, a click-to-call line, WhatsApp, and real appointment booking against your [work hours](/en/help/getting-started/set-up-work-hours/). Turn it on from the Configuration page and set the position, size, icon, color, and tooltips there.
Shortcodes are available if you would rather place things inline: `[workzen-lead-form]`, `[workzen-scheduler]`, `[workzen-lead-form-button]`, and `[workzen-scheduler-button]`.
## When a lead does not arrive
Open **WorkZen > Queue** in your WordPress admin. Every submission the connector handled is logged there with a result.
- **Failed** entries almost always mean a bad integration key. Re-copy it from WorkZen and run **Test Connection**.
- **Success** entries with nothing in WorkZen means the lead was accepted on our side. Contact support with the timestamp and we can trace it.
**Steps**:
1. Install the plugin: In your WordPress admin go to Plugins > Add Plugin, search for "WorkZen", then click Install Now and Activate.
2. Copy your integration key: In WorkZen open Settings > Integrations > WordPress and copy the integration key shown there.
3. Paste it into the plugin: In WordPress go to WorkZen > Configuration, paste the key into Integration Key, and save.
4. Test the connection: Click Test Connection. A success message means WorkZen is receiving from your site.
**FAQ**:
Q: Which form plugins are supported?
A: Contact Form 7, WPForms, Gravity Forms, Ninja Forms, Elementor Pro, Divi, Fluent Forms, Forminator, Formidable Forms, Everest Forms, MetForm, and Houzez. In Automatic mode new ones work without configuration.
Q: What is the difference between Automatic and Manual mode?
A: Automatic (the recommended default) captures from every supported form plugin on the site, including ones you install later. Manual lets you tick exactly which plugins are allowed to send.
Q: My form submits but no lead appears. What do I check?
A: Open WorkZen > Queue in your WordPress admin. Failed entries usually mean the integration key is wrong, so run Test Connection again. Success entries with no lead in WorkZen means the submission arrived and support can trace it.
Q: Do I need the plugin if I already use the WorkZen website widget?
A: No, they solve different problems. The widget adds a WorkZen contact and booking bubble to any site. The connector forwards submissions from the WordPress forms you already built.
Q: What happens if I regenerate my integration key?
A: The old key stops working immediately and your site stops sending leads until you paste the new key into the plugin and save.
---
# How to import QuickBooks customers
**Category**: Integrations
**URL**: https://www.workzen.io/en/help/integrations/import-quickbooks-customers/
**Updated**: 2026-08-15
**App area**: Settings > Integrations > QuickBooks Online > Import Customers
**Available on plans**: zengrow, zenai
**Short answer**: Go to Settings > Integrations > QuickBooks Online and click Import Customers. WorkZen pulls your QuickBooks customers in as clients, skips anyone already imported, and links customers that match an existing client by email, so no duplicates are created.
**Answers the questions**:
- How do I import my QuickBooks customers into WorkZen?
- Can I bring my existing client list from QuickBooks?
- Will importing from QuickBooks create duplicate clients?
- How do I migrate my customer list to WorkZen?
If you ran your business on QuickBooks before WorkZen, your customer list is already sitting there. The import pulls it across in one click, so you can start scheduling and invoicing without retyping anyone.
## Run the import
You need a connected QuickBooks account first; see [How to connect QuickBooks Online to WorkZen](/en/help/integrations/connect-quickbooks/).
1. Go to **Settings > Integrations** and open **QuickBooks Online**.
2. Click **Import Customers**.
3. A dialog explains what will happen. Click **Import**.
The import runs immediately and reports back with three numbers: imported (new clients created), linked (matched to clients you already had), and skipped (already synced from a previous run).
## How duplicate protection works
The import is built so you cannot end up with two copies of the same person:
| Situation | What WorkZen does |
|-----------|-------------------|
| Customer never seen before | Creates a new client |
| Customer imported previously | Skips it |
| Customer email matches an existing client | Links them, no new client |
Linking matters if you started adding clients in WorkZen by hand before importing. The matching client keeps everything you already gave it (jobs, invoices, notes) and simply gains the QuickBooks connection.
The import reads from QuickBooks only. It never writes back, so your QuickBooks data is untouched no matter how many times you run it.
## After the import
Imported customers appear under **Clients** like any other client, and they participate in the ongoing two-way sync. For what flows between the two systems from here on, see [What syncs between WorkZen and QuickBooks](/en/help/integrations/quickbooks-what-syncs/).
**Steps**:
1. Open the QuickBooks integration page: Go to Settings > Integrations and open QuickBooks Online. Your account must already be connected.
2. Click Import Customers: A confirmation dialog explains what the import does. Click Import to start.
3. Review the result: WorkZen reports how many clients were imported, how many were linked to existing clients, and how many were skipped as already synced.
**FAQ**:
Q: Can I run the import more than once?
A: Yes, as many times as you like. Customers already imported are skipped, so re-running only picks up customers added to QuickBooks since the last run.
Q: What happens if a QuickBooks customer has the same email as an existing WorkZen client?
A: They are linked instead of duplicated. The existing WorkZen client is connected to the QuickBooks customer, and future syncing flows through that link.
Q: Does the import change anything in QuickBooks?
A: No. The import only reads from QuickBooks. Nothing on the QuickBooks side is created, changed, or deleted.
Q: Is there a limit on how many customers I can import?
A: The import handles customer lists up to 30,000, which covers even very large service businesses.
---
# Find and review payments on the Payments page
**Category**: Invoices & Payments
**URL**: https://www.workzen.io/en/help/invoices-payments/find-and-review-payments/
**Updated**: 2026-08-15
**App area**: Payments
**Short answer**: Open Payments in the sidebar to see every payment and refund across all invoices. Filter by status, type, method, or payment date, and click any row to open the payment's detail page with its invoice, client, and job. To correct a completed payment, issue a refund rather than editing it.
**Answers the questions**:
- Where do I see all payments in one place?
- How do I find a payment by check number?
- Can I edit or delete a payment?
- How do I see how much I have been paid this month?
- What do the payment statuses mean?
An invoice tells you about one client. The **Payments** page tells you about your cash. It lists every payment and every refund across every invoice, so questions like "did that check ever land?" take one filter instead of ten invoice pages.
## Read the list
Open **Payments** from the sidebar. The stats bar across the top breaks your payments down by status, so you can see at a glance what is completed versus what is still pending.
The table shows type, number, date, invoice, client, amount, method, reference, and status. Click any row to open that payment.
| Status | Meaning |
|--------|---------|
| Completed | The money has landed |
| Pending | Recorded, but still clearing (checks, ACH) |
| Failed | The processor declined it |
| Refunded | Sent back to the client |
| Voided | Cancelled before it settled |
## Narrow it down
Search matches the payment number and the client name. For anything more specific, use the filters:
- **Status**: completed, pending, failed, refunded, or voided.
- **Type**: payments or refunds.
- **Method**: cash, check, e-transfer, card, and the rest.
- **Payment Date**: a date range.
Sort by payment date, amount, or date created. Hunting for a check that has not cleared? Filter status **Pending** and method **Check**.
## Open a payment
The detail page shows the payment method, date, reference number, and notes, plus the related invoice, client, and job. If the payment is attached to an invoice, you also see the outstanding balance or a "paid in full" confirmation, and you can jump straight to the invoice.
The **Actions** menu on a completed payment gives you **View Receipt**, **Send Receipt**, and, when the payment is eligible, **Issue Refund**.
Payments cannot be edited or deleted once recorded. To correct a completed payment, [issue a refund](/en/help/invoices-payments/issue-a-refund/). The pair of records is the audit trail, and your books stay honest.
## Stripe balance
If you have [Stripe connected](/en/help/integrations/connect-stripe-payments/), a **View Balance** button appears next to **New Payment**. It shows what Stripe is holding and what is on its way to your bank, which is a different number from what WorkZen has recorded as paid.
**FAQ**:
Q: Can I edit a payment after recording it?
A: Not yet. Edit Payment and Delete Payment appear on non-completed payments but are not available. To correct a completed payment, issue a refund, which leaves a proper audit trail.
Q: How do I search for a specific payment?
A: The search box matches the payment number and the client name. For a check or transaction number, filter by method and scan the Reference column.
Q: Why does a row say Refund instead of Payment?
A: Refunds live on the same list as payments and are tagged by type. Filter by Type to see one or the other.
Q: Who can see the Payments page?
A: Viewing needs payment access. Recording a new payment needs Record Payments, and refunding or viewing the Stripe balance needs Manage Payments.
Q: Can I record a payment that is not attached to an invoice?
A: Yes. Click New Payment on the Payments page and leave the invoice blank, or link it to a client or job instead.
---
# How to get a business phone number with ZenPhone
**Category**: Phone & AI Receptionist
**URL**: https://www.workzen.io/en/help/phone-ai/get-zenphone-number/
**Updated**: 2026-08-15
**App area**: Phone
**Short answer**: Open the Phone section and choose Get a Phone Plan to build your ZenPhone subscription: pick how many lines you need, then add your phone numbers and assign them to team members. Calls and texts run right inside WorkZen on web and mobile.
**Answers the questions**:
- How do I get a business phone number?
- What is ZenPhone?
- How much does a WorkZen phone line cost?
- What happens to my number if I cancel my phone plan?
Running a business on your personal cell means every client has your number forever, and every dinner gets interrupted. ZenPhone gives your company real business lines that live inside WorkZen: calls, texts, voicemail, and history, all attached to the client records they belong to.
## Build your plan
ZenPhone is a separate subscription from your WorkZen platform plan, sized to your team:
1. Open the **Phone** section and choose **Get a Phone Plan**.
2. Pick your **Number of Lines** (each line is a phone number).
3. Add **Extra Blocks** if you expect heavy call volume; each block adds voice minutes and text messages on top of what's included.
4. Consider the **ZenPhone Max** add-on per line for call recording, automatic transcription, AI call analysis, and voicemail transcription.
5. Choose monthly or annual billing (annual and multi-line volume discounts apply) and continue to checkout.
Every line includes unlimited texting, monthly calling minutes, voicemail, caller ID, call forwarding, call waiting, and three-way calling. Current pricing is on the [pricing page](/en/pricing/).
## Add and assign numbers
With the plan active, the Phone section shows your line slots:
1. Click **Add Number** and claim a number for each slot.
2. Assign numbers to team members, so each tech can have their own line, or share lines across the team.
3. Set one number as the **default for outgoing text messages** (the numbers list warns you until you do).
## Where calls and texts happen
- **Web**: the Phone section has a dialer, call history, voicemails, and your messaging inbox.
- **Mobile**: the WorkZen app rings wherever you are, with the same history and messaging.
- **Desk phones**: register SIP desk phones and softphones to ring on real hardware. See [connecting VOIP desk phones](/en/help/phone-ai/register-voip-desk-phones/).
- **Routing**: decide exactly how inbound calls behave, business hours, menus, ring groups, voicemail, with [call flows](/en/help/phone-ai/set-up-call-flow-ivr/), and answer around the clock with the [AI Receptionist](/en/help/phone-ai/configure-ai-receptionist/).
Numbers without an active subscription are **released after 30 days**. If your plan lapses, renew before the window closes; a released number may be gone for good.
**Steps**:
1. Build your phone plan: In the Phone section, choose Get a Phone Plan. Pick your number of lines, any extra voice and text blocks, and optional add-ons like ZenPhone Max.
2. Add your numbers: Click Add Number to claim a number for each line slot on your plan.
3. Assign and set defaults: Assign numbers to team members and pick your default number for outgoing text messages.
**FAQ**:
Q: Is ZenPhone included in my WorkZen plan?
A: ZenPhone is its own subscription, separate from your platform plan, sized by how many lines you need. Any WorkZen plan can add it. See the pricing page for current rates.
Q: What comes with every line?
A: Unlimited texting, included calling minutes each month, voicemail, caller ID, call forwarding, call waiting, and three-way calling. Extra minute and text blocks are available if you outgrow the included amounts.
Q: What is ZenPhone Max?
A: A per-line add-on that unlocks the premium capabilities, call recording, automatic call transcription, AI-powered call analysis, and voicemail transcription.
Q: What happens to my numbers if my subscription lapses?
A: Numbers without an active plan are released after 30 days. Renew before then and you keep them; after release, a number may not be recoverable.
Q: Can I take business calls on my personal phone?
A: Yes. Calls ring in the WorkZen mobile app wherever you are, and call flows can also forward to any external number. Your clients only ever see the business number.
---
# How to share a visit with call masking
**Category**: Phone & AI Receptionist
**URL**: https://www.workzen.io/en/help/phone-ai/share-a-visit-with-call-masking/
**Updated**: 2026-08-15
**App area**: Visit > Actions > Share Visit
**Short answer**: Open a visit, choose Share Visit, and turn on Mask details. WorkZen replaces your client's real phone number with a temporary extension on a WorkZen line, so whoever you share with can call the client without ever seeing their number. Copy the share text and send it to anyone.
**Answers the questions**:
- How do I share a visit with a subcontractor?
- Can I hide my client's phone number when sharing a job?
- What is call masking in WorkZen?
- How do masked phone extensions work?
- How long does a masked number stay active?
When you send a subcontractor or helper to a job, they need the when, the where, and a way to reach the client. They do not need your client's personal phone number living in their contacts forever. Call masking gives them a working number that expires.
Call masking requires an active ZenPhone subscription, since calls connect through your WorkZen phone line. Without one, Share Visit still works but shares the real contact details unmasked.
## Share a visit
1. Open the visit and choose **Share Visit** from the **Actions** menu.
2. Review the preview: contact name, time, address, phone, and notes.
3. Turn on **Mask details**.
4. Click **Copy**, then paste the text anywhere: SMS, WhatsApp, email.
With **Mask details** on, the phone line in the share text becomes a WorkZen number with an extension, for example "Phone: (778) 555-0142, ext. 214". The dialog confirms with "Masked number active until" and the expiry date.
## How the extension works
The person you shared with dials the WorkZen number, enters the extension, and the call connects to your client's real number. The client's number is never displayed to the caller, and when the extension expires the connection stops working.
Two behaviors keep this predictable:
- **Same client, same extension.** Sharing the same client again, even from a different visit, reuses their existing extension and refreshes its 30-day clock. Your subcontractor's saved number keeps working across a multi-visit job.
- **Extensions expire.** After 30 days without a new share, the extension is released. A stale number in someone's phone dials into nothing instead of your client's pocket.
## What your client sees
When a masked call rings your client, the caller ID shows your WorkZen masking line by default. If you prefer a specific business number, set **Caller ID for masked calls** on that number in your phone settings, and masked calls will present it instead.
**Steps**:
1. Open the visit: Open the visit you want to share, from the Schedule or from the job.
2. Choose Share Visit: Open the Actions menu and choose Share Visit. The share preview shows the visit's contact, time, address, and notes.
3. Turn on Mask details: The client's real number is replaced with a WorkZen line plus an extension. The dialog shows how long the masked number stays active.
4. Copy and send: Click Copy and paste the share text into any text message, email, or chat app.
**FAQ**:
Q: What does the person I share with see?
A: The visit details with a WorkZen phone number and an extension instead of your client's real number. Calling that number and entering the extension connects them to the client.
Q: How long does the extension work?
A: A masked extension stays active for 30 days. Sharing the same client again reuses the same extension and restarts the 30 days.
Q: What shows on my client's caller ID?
A: By default, the WorkZen masking line. You can set a specific number instead under your phone number settings with the Caller ID for masked calls option.
Q: Do masked calls cost minutes?
A: Yes. Calls connected through a masking extension count against your ZenPhone minutes at double the normal rate, because WorkZen carries both sides of the call.
Q: Who on my team can share a visit?
A: Anyone who can see the visit. Sharing does not require phone admin permissions.
---
# Track costs and markup on Price Book items
**Category**: Catalogs & Pricing
**URL**: https://www.workzen.io/en/help/catalogs-pricing/markup-and-cost-tracking/
**Updated**: 2026-08-08
**App area**: Price Book > New Item / Edit Item
**Short answer**: Every Price Book item has a Cost field next to its Price, and WorkZen derives the Markup percentage from the two automatically. Costs follow the item onto estimate and invoice line items for your team's eyes only; clients never see cost or markup anywhere.
**Answers the questions**:
- How do I add a cost to a price book item?
- How is markup calculated in WorkZen?
- Can clients see my item costs?
- Who on my team can see item costs?
- What is the difference between cost and price?
A price without a cost behind it is a guess. WorkZen stores both on every [Price Book](/en/help/catalogs-pricing/use-price-book/) item, so each line you quote carries its own answer to "what do we actually make on this?"
## The three fields: Cost, Price, Markup
The item form has **Cost**, **Price**, and **Markup**, and they are one linked calculation, not three separate inputs:
| You change | WorkZen updates | How |
|------------|-----------------|-----|
| **Cost** | **Markup** | (price - cost) / cost, as a percentage |
| **Price** | **Markup** | Same formula, recalculated |
| **Markup** | **Price** | cost x (1 + markup / 100) |
So you can work in either direction. Know your target sell price? Enter **Cost** and **Price**, and the markup shows itself. Price everything cost-plus? Enter **Cost** and a **Markup** percentage, and the price is calculated for you.
Markup is measured against cost, not against price. A $100 cost sold at $150 is a 50% markup, even though the profit is a third of the price. If you think in margin-on-revenue, remember the two numbers differ.
## Where the numbers follow you
When an item lands on an estimate or invoice, its cost is copied onto the line item along with the price. The document editor shows a **Cost** column with the item's markup percentage badged beneath it, and the **Edit Item** dialog on any line has the same **Cost**, **Price**, and **Markup** trio with the same live recalculation. Adjust a price during negotiation and you watch the markup move in real time, before you commit.
## Clients never see any of this
Cost and markup are internal. The client approval page, emailed documents, and their printable versions are built from a public version of the document that does not contain cost or markup fields at all. Clients see the item name, description, quantity, price, and totals, nothing more.
Inside your company, editing Price Book items requires the **Manage Price Book** permission (admins and managers by default). Team members who can build estimates and invoices see the **Cost** column in the editor, because quoting well requires knowing it.
## Why bother
Costs on items cover the materials-and-services side of profitability. [Expenses](/en/help/expenses/manage-expenses/) linked to jobs cover the rest: fuel, permits, subcontractors. Together they turn "we invoiced a lot this month" into "and here is what it cost us to earn it". The habit starts here, with one extra field per item.
**Steps**:
1. Open the item: Go to Price Book, open the item's category, and click New Item, or use the Edit Item action on an existing item.
2. Enter the Cost: Type what the item costs you. This field is optional, but everything below depends on it.
3. Set Price or Markup: Enter the Price and WorkZen fills in the Markup percentage, or enter a Markup and WorkZen calculates the Price. Change any one and the others stay in sync.
4. Save: Click Create Item (or save your edit). The cost now travels with the item onto every document it lands on.
**FAQ**:
Q: Is Cost a required field?
A: No. An item works fine with only a Price. Without a cost, WorkZen simply has nothing to derive a markup from, and the Cost column on documents shows N/A for that line.
Q: Can clients ever see my costs?
A: No. The client approval page, the emailed documents, and the printable versions are built from a public data set that contains no cost or markup fields at all. Cost stays internal by design, not by styling.
Q: Who can edit costs?
A: Editing Price Book items requires the Manage Price Book permission, which admins and managers have by default. Everyone on the team can browse the Price Book, since building documents requires reading items.
Q: How exactly is markup calculated?
A: Markup is the profit as a percentage of cost, calculated as (price minus cost) divided by cost, times 100. An item that costs you $100 and sells for $150 shows a 50% markup.
Q: If I update an item's cost, do existing documents change?
A: No. Adding an item to an estimate or invoice copies its numbers at that moment, cost included. Price Book changes only affect documents created afterward.
---
# Optional line items: clients build the estimate
**Category**: Estimates
**URL**: https://www.workzen.io/en/help/estimates/optional-line-items/
**Updated**: 2026-08-08
**App area**: Estimates > Editor > Edit Item > Optional
**Short answer**: Edit a line item on an estimate and turn on the Optional switch. On the approval page the client sees the item with an Optional badge and a toggle; items they switch off are struck through, drop out of the totals, and are marked Removed once they approve. Kept items become regular invoice items.
**Answers the questions**:
- How do I make a line item optional on an estimate?
- Can clients remove items from an estimate before approving?
- Do optional items count toward the estimate total?
- What happens to optional items when the estimate becomes an invoice?
- How do I offer add-ons or upsells on an estimate?
The best upsell is the one the client gives themselves. Mark the add-ons on an [estimate](/en/help/estimates/create-and-send-estimate/) as optional, and instead of a yes-or-no decision on one number, the client gets a menu: keep the extras or trim them, and approve either way.
## Mark an item optional
In the estimate editor, open a line item's **Edit Item** dialog and turn on the **Optional** switch. It sits below the tax rate and appears on estimates only; invoices never have optional items. The item then carries an optional badge in your editor so the whole team can see which lines are up for grabs.
The estimate's summary keeps the two groups honest: **Mandatory Items** and **Optional Items** each get their own subtotal, discount share, and tax breakdown, and the **Grand Total** is labeled **Mandatory + Optional** so nobody mistakes the ceiling for the floor.
## What the client sees
On the approval page, each optional item shows a blue **Optional** badge and a toggle switch. Everything starts switched on. When the client toggles an item off, it is struck through, and the subtotal, taxes, and total recalculate on the spot. Required items have no switch, so the core of the job is never up for negotiation.
When the client clicks **Approve Estimate**, their selection locks in. Items they left off are marked **Removed** on the estimate, the totals are recalculated without them, and the approval note on the estimate records exactly which items were dropped. Removed items stay visible, struck through, so the paper trail keeps what was offered next to what was accepted.
Taxes follow the same split. WorkZen keeps a mandatory-only tax breakdown and an optional-only tax breakdown, so when the client trims an item, its taxes leave with it and the remaining tax math stays exact.
## What happens on conversion
When the estimate [converts to an invoice](/en/help/estimates/convert-estimate-to-invoice/), items the client removed are skipped entirely. Every item that survived is copied as a regular line item; the optional flag is dropped, because an invoice bills agreed work and everything on it is committed.
One practical habit: put your genuinely required work in required items and price it to stand on its own. Optional items are for things the job survives without. If removing an item would break the quote, it was never optional.
**Steps**:
1. Edit the line item: In the estimate editor, open the item's Edit Item dialog.
2. Turn on the Optional switch: The Optional switch appears on estimate items only. Save, and the item shows an optional badge in the editor.
3. Send the estimate: The client's approval page shows each optional item with an Optional badge and a toggle, all switched on by default.
4. Let the client choose: Items they toggle off are struck through and the subtotal, taxes, and total recalculate live. Approving locks in their selection.
**FAQ**:
Q: Can the client toggle optional items themselves?
A: Yes. On the approval page every optional item has a switch, on by default. Toggling one off strikes it through and updates the totals instantly. Required items have no switch and cannot be removed.
Q: What happens to items the client switches off?
A: On approval they are marked Removed, shown struck through with a Removed badge, and the estimate totals are recalculated without them. They stay on the estimate for the record, and the approval note lists which items were removed.
Q: Do optional items count toward the estimate total?
A: Yes, until the client removes them. The summary splits Mandatory Items and Optional Items into their own subtotal, discount, and tax groups, and the Grand Total is labeled Mandatory + Optional.
Q: Do optional items carry over to the invoice?
A: Kept ones do, as regular items. Invoices have no optional items, so the flag is dropped on conversion, and items the client removed are left off the invoice entirely.
Q: Can I make invoice line items optional too?
A: No. The Optional switch only appears on estimates. An invoice is a bill for agreed work, so every line on it is committed.
---
# The Dashboard explained
**Category**: Getting Started
**URL**: https://www.workzen.io/en/help/getting-started/understand-your-dashboard/
**Updated**: 2026-08-08
**App area**: Dashboard
**Short answer**: The Dashboard is WorkZen's front page. It shows your key numbers (leads, clients, sales, unsent and overdue invoices), pending booking requests you can accept or reject, the newest unclaimed leads, and your upcoming visits. Every card links straight to the page where you act on it.
**Answers the questions**:
- What do the numbers on the WorkZen dashboard mean?
- Why can't I see the stats cards on my dashboard?
- How do I accept a booking request from the dashboard?
- Where do I see my upcoming visits?
- How do I see my team's schedule on the dashboard?
The **Dashboard** is the first page you land on, and it is built to answer one question: what needs my attention right now? Everything on it is live data, and every card links to the page where you act on it.
## The stats cards
The top row shows four cards. Hover the info icon on any card for a plain-language description of what it counts.
| Card | What it shows | **View all** leads to |
|------|---------------|-----------------------|
| **Active Leads** | Leads actively being pursued, plus how many are new | Leads |
| **Active Clients** | Clients in your system | Clients |
| **Sales** | Revenue from completed jobs, switchable by **Today**, **Week**, **Month**, **Year** | Stays on the card |
| **Unsent Invoices** | Invoices created but not yet sent, with their total value | Invoices |
Click **Show additional statistics** to reveal four more: **Unsent Estimates**, **Conversion Rate** (leads converted to clients, with the change from last month), **Overdue** (invoices past their due date, linking to the overdue filter on Invoices), and **Upcoming Visits** (linking to the Scheduler).
On mobile, these cards collapse into a single expandable **Statistics** section to keep the page short.
## Booking Requests
When a lead requests a visit through your booking page or website widget, it appears here with the requested date and time frame. Use the **Actions** menu on a row to **Accept** or **Reject** the request. Both options let you notify the client by email or text with an editable message, and accepting flows straight into scheduling the visit. Full details: [handle booking requests](/en/help/jobs-scheduling/handle-booking-requests/).
## New Leads
A compact list of the most recent leads waiting to be claimed, with their source and arrival date. Click a row to open the lead. When the list is empty, you are caught up. See [claiming and managing leads](/en/help/leads/claim-and-manage-leads/) for what to do with them.
## Upcoming Visits
Your scheduled work, filterable by **Today**, **7 days**, **14 days**, or **30 days**. If you can view the team schedule, a **Team** / **Mine** toggle switches between everyone's visits and just yours.
The Dashboard remembers your visit period and Team or Mine choice between sessions, so set it once the way you like to triage.
## Who sees what
The Dashboard adapts to your permissions, so different roles see different modules.
| Module | Required permission |
|--------|--------------------|
| Stats cards (all eight) | View Analytics |
| **Booking Requests** and **New Leads** | View Leads |
| **Team** toggle on visits | View Team Schedule |
| **Upcoming Visits** (your own) | Everyone |
A technician without those permissions still gets a useful page: their own upcoming visits, front and center.
**FAQ**:
Q: Why don't I see the statistics cards?
A: The stats cards require the View Analytics permission. Technicians typically don't have it, so their dashboard starts at the visit list. Ask an admin if you think you should see more.
Q: What counts as "Sales" on the dashboard?
A: Revenue generated from completed jobs in the selected period. Switch between Today, Week, Month, and Year with the tabs on the card.
Q: Does the dashboard remember my filters?
A: Yes. The Upcoming Visits time period and the Team or Mine choice are saved on your device, so the dashboard reopens the way you left it.
Q: What is the difference between Booking Requests and New Leads?
A: Booking Requests are leads who asked for a visit at a specific time and wait for your accept or reject. New Leads are the most recent leads that nobody has claimed yet.
Q: Where are the deeper reports?
A: The dashboard is a snapshot. For revenue, jobs, timesheets, and commission breakdowns, go to Reports.
---
# What is WorkZen and how is it organized?
**Category**: Getting Started
**URL**: https://www.workzen.io/en/help/getting-started/what-is-workzen/
**Updated**: 2026-08-08
**App area**: Everywhere
**Short answer**: WorkZen organizes a service business as one pipeline: leads (people who might hire you) become clients (people who did), clients get jobs (the work), and jobs produce estimates, invoices, and payments (the money). Scheduling, checklists, phone, and messaging all hang off those four stages.
**Answers the questions**:
- What is WorkZen?
- How does WorkZen work?
- What is the difference between a lead and a client?
- What is the difference between a job and a visit?
Every feature in WorkZen hangs off one simple pipeline. Understand these four stages and the whole app arranges itself.
## The four stages
**[Leads](/en/help/leads/mastering-lead-management/)** are people who might hire you: website inquiries, booking requests, callers your AI receptionist qualified, names you typed in after a referral. They sit in a shared queue until someone claims them.
**[Clients](/en/help/clients-properties/create-a-client/)** are people who did hire you. Converting a lead creates the client with everything carried over. A client holds properties (the addresses you serve), contacts, files, and their whole financial history.
**[Jobs](/en/help/jobs-scheduling/create-a-job/)** are the work itself, and the container for everything about it: scheduled [visits](/en/help/jobs-scheduling/schedule-a-visit/), [checklists](/en/help/jobs-scheduling/use-checklists/), photos, expenses, and the documents below.
**Money** is the document chain: an [estimate](/en/help/estimates/create-and-send-estimate/) your client approves online, the [invoice](/en/help/invoices-payments/create-and-send-invoice/) it converts into, and the [payments](/en/help/invoices-payments/record-a-payment/) recorded against it, by card online, Tap to Pay in the driveway, e-Transfer, or plain cash.
## Everything else plugs in
The [Scheduler](/en/help/jobs-scheduling/use-calendar/) is the calendar view of stage three. The [phone system](/en/help/phone-ai/get-zenphone-number/) and [messaging](/en/help/messaging/use-team-and-client-messaging/) feed stage one and serve every stage after. [Reports](/en/help/reports/run-reports/) read the whole pipeline and tell you where money is made and lost. Your [team's roles](/en/help/team-permissions/manage-roles-permissions/) decide who sees which stages.
You never have to use the full pipeline. Walk-in customer? Create the client directly. Handshake deal? Skip the estimate and invoice at the end. The stages are there when you need them, not homework.
Ready to set up? Start with [your company profile](/en/help/getting-started/set-up-company-profile/), then follow the first-week order in that article.
**FAQ**:
Q: What is the difference between a lead and a client?
A: A lead is someone who might hire you, an inquiry with contact details. A client is someone who did. Converting a lead creates the client and carries everything over, and the lead's history stays linked.
Q: What is the difference between a job and a visit?
A: A job is the work as a whole ("Replace the furnace"). A visit is one scheduled trip to do part of it. One job can hold many visits, which is how multi-day work stays organized.
Q: Do I have to use the whole pipeline?
A: No. Walk-in client? Create the client directly and skip leads. One-visit job? One job, one visit. The pipeline is there when you need its full length, not a form you must fill.
Q: Where do estimates fit?
A: Estimates can attach to a lead (quote first, win the work) or to a client and job. An accepted estimate converts to an invoice, carrying its line items and deposit along.
---
# How to view, send, and print payment receipts
**Category**: Invoices & Payments
**URL**: https://www.workzen.io/en/help/invoices-payments/payment-receipts/
**Updated**: 2026-08-08
**App area**: Payments > Detail > Send Receipt
**Short answer**: Open a completed payment and use View Receipt to see it or Send Receipt to email it. The same actions live on the Payments list and on the invoice's payments section. The client gets a link to a receipt page they can print or download as a PDF.
**Answers the questions**:
- How do I send a payment receipt to a client?
- Where do I find the receipt for a payment?
- Can my client download a receipt as a PDF?
- Does WorkZen send receipts automatically?
- Can I email a receipt to more than one address?
"Can you send me a receipt?" should never take longer to answer than the payment took to receive. Every payment you [record in WorkZen](/en/help/invoices-payments/record-a-payment/) already has a receipt; your only job is to open it or send it.
## Where the receipt actions live
The same two actions appear everywhere payments do:
| Where | How |
|-------|-----|
| Payment detail page | The actions menu on a completed payment: **View Receipt**, **Send Receipt** |
| Payments list | Row actions: **View Receipt**, **Send Receipt** |
| Invoice detail, payments section | The same row actions on each recorded payment |
**View Receipt** opens the receipt page in a new tab. It is the exact page your client will see, so what you check is what they get.
## Send it to the client
**Send Receipt** opens a send window titled **Send Receipt**, pre-filled with the client's **Email Address** and a ready-made **Message** that references the receipt number, the invoice, and the payment date. Edit the message freely, and add extra recipients by separating addresses with commas (handy when the bookkeeper wants a copy). Click **Send** and the email goes out in the background with a link to the receipt.
Two rules to know. Receipts only exist for completed payments; a payment still marked pending has nothing to prove yet. And sending receipts follows the same company verification as sending invoices and estimates, so if WorkZen asks you to verify your business phone number first, that is the one-time setup for all outgoing documents, not a receipt-specific hoop.
WorkZen does not send receipts automatically, even after an online payment. If your client wants paper proof, sending it is always a deliberate click, which also means no client is ever surprised by an email you did not choose to send.
## What the client sees
The receipt page is a clean, printable document: your company header with logo and business numbers, a green **Paid** badge, the receipt number, who the payment was received from, the **Payment Date**, **Payment Method**, **Reference Number** and **Invoice Number** when present, the **Amount Paid** front and center, and any notes on the payment. **Print** and **Download PDF** buttons sit at the top, so the client can file it however their accountant prefers.
If the money later has to go back, that is a different document trail: see [how to issue a refund](/en/help/invoices-payments/issue-a-refund/).
**Steps**:
1. Open the payment: From the Payments page, the payment's detail page, or the invoice's payments section, find the payment you want a receipt for.
2. Click Send Receipt: The Send Receipt window opens with the client's email and a ready-made message referencing the payment and its invoice.
3. Adjust and send: Edit the message if you like, add more addresses separated by commas, and click Send. The receipt email goes out in the background.
**FAQ**:
Q: Are receipts sent automatically after a payment?
A: No. WorkZen never emails a receipt on its own, including after online payments. Sending a receipt is always your explicit action, so you decide when and to whom.
Q: Can I send a receipt for a pending or failed payment?
A: No. Receipts exist for completed payments only. Mark a pending payment as completed once the money lands, and the receipt actions appear.
Q: What does the receipt show?
A: Your company header with logo and business numbers, a Paid badge, the receipt number, who it was received from, the payment date and method, the reference and invoice numbers when present, the amount paid, and any notes.
Q: Can the client print or save the receipt?
A: Yes. The receipt page has Print and Download PDF buttons, and the same page opens for you through View Receipt.
Q: Who can send receipts?
A: Anyone who can view payments. Like invoices and estimates, sending requires your company to have completed the one-time verification for sending documents.
---
# Job reports: completion, AI, and voice reports
**Category**: Jobs & Scheduling
**URL**: https://www.workzen.io/en/help/jobs-scheduling/job-completion-reports/
**Updated**: 2026-08-08
**App area**: Jobs > Detail > Actions > Report
**Available on plans**: zengrow, zenai
**Short answer**: Open a job, choose Report from the Actions menu, and click Generate Report to build a completion report from the job's visits, checklists, photos, and financials. On ZenAI, AI writes the work summary for you. Voice reports let technicians dictate findings on mobile, and AI structures the transcript into a clean report on the job or visit.
**Answers the questions**:
- How do I create a job completion report in WorkZen?
- Can AI write my job report?
- How do voice reports work?
- How do I send a job report to my client?
- Can my client sign the job report?
A job well done deserves proof. WorkZen turns a finished job into a professional report your client can read, and reports come in three flavors that build on each other.
| Flavor | What it is | Plan |
|--------|-----------|------|
| Completion report | A structured document built from the job's visits, checklists, photos, and financials | ZenGrow |
| AI job report | The same report, with the work summary written by AI | ZenAI |
| Voice report | A tech dictates findings, AI structures the transcript | ZenGrow |
## Generate a completion report
Open the job, click the **Actions** menu, and choose **Report**. On the report page, click **Generate Report**. WorkZen assembles the report from what the job already knows: visit history, financial summary, completed checklists, project photos, warranty info, and custom sections.
The report is built from blocks you can shape: **Company Information**, **Client Information**, **Property Information**, **Work Summary**, **Visit History**, **Financial Summary**, **Payment Information**, **Completed Checklists**, **Project Images**, **Warranty Information**, and **Maintenance Recommendations**. Drag blocks to reorder, hide any you don't need, and add up to 10 custom sections.
Two blocks deserve special mention:
- **Work Summary** is the narrative of what was done. Write it yourself, or see the AI section below.
- **Client Signature**: turn on **Request client signature** and your client sees a sign button when viewing the report. Once signed, the report shows who signed and when.
A job has one report. **Regenerate** replaces it with a fresh build from the latest job data, and any edits are lost, so WorkZen asks you to confirm.
## Let AI write it (ZenAI)
On the ZenAI plan, **Generate Report** does more: AI reads the job's visits, checklists, and line items and writes the **Work Summary** for you. Inside the editor, the **Generate with AI** button rewrites the summary on demand, so you can regenerate after adding a late visit or photo.
AI-written work summaries and AI voice report insights (action items that become reminders) require the **ZenAI** plan. Completion reports and voice reports themselves are included from **ZenGrow**.
## Voice reports: dictate from the field
Typing on a dusty phone at 5 pm is how details get lost. Voice reports let a technician talk instead: in the iOS or Android app, open the job or visit, record, and the app transcribes as you speak. On the web, click **Add Voice Report** and type or paste the transcript, then **Submit Report**.
AI structures the raw transcript into a clean breakdown: **Summary**, **Diagnosis**, **Work Performed**, **Parts Used**, **Recommendations**, **Time Estimate**, and **Urgent Issues**, plus a read on client sentiment. If AI processing ever fails, the transcript is saved anyway, so nothing dictated is lost.
On ZenAI, AI also extracts **Action Items** ("order the replacement valve", "call client Tuesday") and turns them into [reminders](/en/help/jobs-scheduling/tasks-and-reminders/) on your scheduler automatically.
Voice reports live on the job or visit they were recorded against. They are internal field notes; the completion report is what the client sees.
## Send the report to your client
In the report editor, **Save Report** keeps a draft, **Preview Report** shows it as the client will see it, and **Save and Send** does the real thing: enter one or more email addresses and a message, and each recipient gets a link to view the report online. The report's badge flips from **Draft** to **Sent**, and WorkZen tracks when it's viewed.
## Reports in the job completion flow
The report is wired into [completing a job](/en/help/jobs-scheduling/complete-a-job/). The Complete Job flow checks whether the job has a report and offers **Go to Report** if it doesn't, and the completion email to the client can include the **Job Report** alongside the invoice. From the report editor itself, **Save & Complete Job** finishes both in one move.
**Steps**:
1. Open the report page: On the job, open the Actions menu and choose Report, then click Generate Report. WorkZen builds the report from the job's data.
2. Edit the report: Reorder blocks, hide what you don't need, write or AI-generate the work summary, and add custom sections or a client signature block.
3. Send it: Click Save and Send, enter the recipient emails and a message, and your client receives a link to view (and sign) the report online.
**FAQ**:
Q: Can a job have more than one completion report?
A: No, one report per job. Regenerate deletes the existing report and builds a fresh one from the latest job data, so any edits you made are lost. WorkZen asks you to confirm first.
Q: Do voice reports require ZenAI?
A: No. Voice reports are included from ZenGrow. ZenAI adds the insight layer, extracted action items that automatically become reminders on your scheduler.
Q: Can I add a voice report from the web app?
A: Yes, but by typing or pasting the transcript (10 to 2000 characters). Live dictation with speech-to-text is in the iOS and Android apps, where techs actually are.
Q: What happens if AI processing fails on a voice report?
A: Your transcript is saved either way and can be reviewed on the job or visit. Only the structured breakdown is missing, and you can delete the report and resubmit.
Q: Who can delete a voice report?
A: The person who recorded it can always delete their own. Deleting someone else's requires the manage permission for the job or visit it's attached to.
---
# How leads get into WorkZen: every source
**Category**: Leads
**URL**: https://www.workzen.io/en/help/leads/how-leads-get-into-workzen/
**Updated**: 2026-08-08
**App area**: Leads
**Short answer**: Leads reach WorkZen six ways: the website widget's contact form, online booking requests, WordPress form plugins via the connector, phone calls answered by your AI receptionist, manual entry, and CSV import. Every source lands in the same shared queue, ready to claim.
**Answers the questions**:
- Where do WorkZen leads come from?
- How do I capture leads from my website?
- Can WorkZen capture leads from phone calls?
- How do I know where a lead came from?
The pitch is simple: it should be impossible for a potential customer to slip past you. WorkZen captures leads from every direction your business is found, and lands them all in one shared queue.
## The six sources
| Source | How it works | Set it up |
|--------|--------------|-----------|
| **Website widget** | The floating button's contact form on your site; submissions arrive as leads | [Install the widget](/en/help/leads/install-website-widget/) |
| **Online booking** | Visitors book a time slot through the widget's scheduler; arrives as a lead plus a booking request on your dashboard | [Booking rules](/en/help/leads/install-website-widget/), [handling requests](/en/help/jobs-scheduling/handle-booking-requests/) |
| **WordPress forms** | The WorkZen connector plugin captures submissions from the form plugins you already run (Contact Form 7, WPForms, Elementor, and more) | [Set up the connector](/en/help/integrations/connect-wordpress-connector/) |
| **Calls + AI receptionist** | Your [AI receptionist](/en/help/phone-ai/configure-ai-receptionist/) answers, qualifies the caller, and creates the lead with a call summary, urgency, and transcript | Requires a [ZenPhone number](/en/help/phone-ai/get-zenphone-number/) |
| **Manual entry** | Referral at the supermarket, napkin note, walk-in: [type it in 30 seconds](/en/help/leads/create-lead-manually/) | Nothing to set up |
| **CSV import** | Migrating from another system: [upload your lead list](/en/help/getting-started/import-your-data/) | Nothing to set up |
Every lead carries its source automatically, so your source reports tell you where customers actually come from, not where you assume they do.
## After they land
All six sources feed the same queue, and from there the flow is identical: someone [claims the lead](/en/help/leads/claim-and-manage-leads/), works it (a [follow-up reminder](/en/help/jobs-scheduling/tasks-and-reminders/) helps), sends an [estimate](/en/help/estimates/create-and-send-estimate/) if quoting, and [converts to a client](/en/help/leads/convert-lead-to-client/) when they say yes.
Turn on lead response alerting (ZenGrow and higher) and WorkZen tracks how fast each lead gets claimed, with escalating severity when the queue sits. Speed to first contact is the single biggest lever on close rate. Configure thresholds in [Lead Settings](/en/help/leads/lead-settings/).
**FAQ**:
Q: How do I know which source a lead came from?
A: Every lead carries its source, the widget, booking, the form plugin, "AI Assistant" for receptionist-captured calls, "Manual Entry", or "import". Source reporting stays accurate because the source is stamped at capture, not typed by hand.
Q: Do all sources create the same kind of lead?
A: Yes, one queue, one lead shape. Booking requests additionally carry the requested time and appear on your dashboard for accept or decline; AI receptionist leads carry a call summary, urgency, and the transcript.
Q: Which capture sources are free?
A: The website widget, WordPress connector, manual entry, and CSV import work on every plan. The AI receptionist is its own subscription on top of a ZenPhone plan.
Q: What stops duplicate leads piling up?
A: Manual entry checks for duplicates as you type, imports skip rows whose email already belongs to a lead, and AI-captured leads auto-merge with existing duplicates.
---
# How to close your WorkZen account
**Category**: Account & Billing
**URL**: https://www.workzen.io/en/help/account-billing/close-your-account/
**Updated**: 2026-08-07
**App area**: Settings > Close Account
**Short answer**: Go to Settings > Close Account and walk the confirmation steps. Your account is scheduled for deletion with a 30-day grace period, during which you can download your data or recover the account, then everything is permanently deleted.
**Answers the questions**:
- How do I delete my WorkZen account?
- Can I recover my account after closing it?
- How do I export my data before leaving?
Sometimes a business closes, merges, or moves on. Closing your WorkZen account is deliberately a slow, explicit process, because "I deleted six years of client history by accident" is not a support ticket anyone wants to write.
## Before you close
- **Download your data** while everything is still live.
- **Cancel subscriptions first** if you want the remaining time; closure issues [no refunds](/en/help/account-billing/your-workzen-plan/) for unused subscription time.
- Downgrading beats deleting when the business is pausing rather than ending: the free Zen plan keeps your data alive at no cost.
## The closure flow
Go to **Settings > Close Account**. The flow makes you slow down on purpose:
1. **The warning**: what deletion means, and that your data is kept secured for **30 days** as a protection against accidental deletion.
2. **Acknowledgements**: you confirm each consequence individually, permanent deletion after 30 days, no refunds, and the grace-period terms.
3. **Company name confirmation**: type your company's name to make the intent unambiguous.
## The 30-day grace period
After you initiate closure, for 30 days:
- You can still **download your data**.
- You can **recover the account** and carry on as if nothing happened.
- Your data stays secured and inaccessible to others.
After 30 days, all company data, clients, jobs, estimates, invoices, and user accounts, is securely and permanently deleted.
Want immediate deletion instead of the grace period? Email **goodbye@workzen.io** and the request is processed right away.
**FAQ**:
Q: Is deletion immediate?
A: No, and that's deliberate. Closure starts a 30-day grace period during which your data stays secured and you can still download it or recover the account. After 30 days, deletion is permanent and irreversible. Need it gone instantly? Email goodbye@workzen.io and it's processed immediately.
Q: What exactly gets deleted?
A: Everything, clients, jobs, estimates, invoices, and user accounts, your entire company data, securely and permanently, once the grace period ends.
Q: Do I get a refund for remaining subscription time?
A: No. The closure flow makes you acknowledge this explicitly before proceeding.
Q: I changed my mind during the grace period. Now what?
A: Recover the account from within the grace period and everything continues as before. That's what the 30 days are for.
---
# Manage payment methods and view your invoices
**Category**: Account & Billing
**URL**: https://www.workzen.io/en/help/account-billing/manage-billing/
**Updated**: 2026-08-07
**App area**: Settings > Payment Methods
**Short answer**: Go to Settings > Payment Methods to add cards, set which one is the default for your subscriptions, and view or download every WorkZen invoice as a PDF under Payment History.
**Answers the questions**:
- How do I update my credit card?
- Where are my WorkZen invoices?
- How do I change which card gets charged?
One page covers everything about paying for WorkZen itself: **Settings > Payment Methods**.
## Payment methods
Click **Add Card** (or **Add Your First Card**) and enter the card in the secure payment form. Each saved card shows its expiry, and one carries the **Default** badge, that's the card your subscriptions charge.
- **Set as Default** moves the badge to another card.
- Deleting a card is permanent (with a confirmation), and the page warns you when **no default payment method is set**, because that's how subscription payments start failing.
Card renewal choreography: add the new card, set it as default, then delete the old one. In that order, so there's never a gap for a renewal to fall into.
## Payment history
**Payment History** on the same page lists every invoice WorkZen has issued you, with the amount, date, a **View** link, and a **PDF** download for your bookkeeper. Invoices appear automatically as your subscriptions bill.
These are the invoices WorkZen sends *you*, your platform plan, ZenPhone, and AI Receptionist charges. The invoices you send your clients live in [Invoices](/en/help/invoices-payments/create-and-send-invoice/), a different world entirely.
**FAQ**:
Q: Which card gets charged for my subscriptions?
A: The one marked Default. If no default is set, the page warns you, set one to avoid failed subscription payments.
Q: My card is expiring. What do I do?
A: Add the new card first, click Set as Default on it, then delete the old one. Order matters; never leave yourself without a default.
Q: Where do I get receipts for my accountant?
A: Payment History on the same page lists every WorkZen invoice with a PDF download and a View link.
Q: Can I delete my only payment method?
A: You can, but active paid subscriptions will fail to renew without one. Replace before you remove.
---
# WorkZen plans, what's in each, and how to switch
**Category**: Account & Billing
**URL**: https://www.workzen.io/en/help/account-billing/your-workzen-plan/
**Updated**: 2026-08-07
**App area**: Settings > Subscription Plans
**Short answer**: WorkZen has three platform plans, Zen (free forever), ZenGrow, and ZenAI, managed under Settings > Subscription Plans. Switch plans or billing cycles there any time; cancelling keeps your plan active until the end of the billing period, then drops you to the free Zen plan without losing your data.
**Answers the questions**:
- What's the difference between WorkZen plans?
- How do I upgrade my plan?
- What happens when I cancel my subscription?
- Do I lose my data if I downgrade?
- Is there a free plan?
Your platform plan decides which WorkZen features are open and how much capacity you have. All three are managed from **Settings > Subscription Plans**, and current pricing is always on the [pricing page](/en/pricing/).
## The three plans
| Plan | The gist | Highlights |
|------|----------|-----------|
| **Zen** | Free forever | Advanced lead collection, estimates and invoicing, job management, price book and catalog, multi-visit jobs, easy scheduling |
| **ZenGrow** | The growth plan | Everything in Zen, plus unlimited clients, lead response alerting, job completion reports, multiple kanban boards, multiple checklists, credit card payments |
| **ZenAI** | The AI plan | Everything in ZenGrow, plus the AI features: unlimited AI checklist generation, AI completion reports, AI customized catalogs, the WorkZen price book database, and a dedicated account manager |
Throughout the help center, the plan chip at the top of every article tells you which plans include that feature, so you never read three paragraphs to discover a feature isn't on your plan.
Paid plans come with a 14-day free trial: a payment method is collected at signup, and nothing is charged until the trial ends.
## Monthly vs yearly
Both paid plans bill **Monthly** or **Yearly**, and yearly saves the equivalent of 2 months. Switching your cycle is a button on the plans page (**Change to Yearly**).
## Switching plans
Click **Switch Plan** on any plan card. Upgrades open the new features immediately. Downgrades take effect and gate features accordingly, and your data always stays put: records created under a bigger plan remain readable; you just can't exceed the smaller plan's limits going forward.
## Cancelling
Cancelling a paid plan keeps it active **until the end of the current billing period**, then drops you to the free Zen plan. Until that date, the plans page shows when your subscription ends and offers **Resume Subscription** if you change your mind. There's also **Cancel immediately (no refund)** for when you want out now and accept forfeiting the remaining time.
ZenPhone and the AI Receptionist are separate subscriptions on top of your platform plan, sized to lines and usage. Cancelling the platform plan and cancelling those are independent decisions. See [ZenPhone](/en/help/phone-ai/get-zenphone-number/).
**FAQ**:
Q: Is there really a free plan?
A: Yes. Zen is free forever, real scheduling, estimating, invoicing, and lead collection, not a trial that expires. Paid plans add capacity and automation on top.
Q: What happens the moment I cancel a paid plan?
A: Normally nothing, yet. Your plan stays active until the end of the current billing period, then you drop to the free Zen plan. You can Resume Subscription any time before the end date. Immediate cancellation is offered too, but it forfeits the remaining time with no refund.
Q: Do I lose data when I downgrade?
A: No. Your records stay. What changes is access to gated features and limits, for example checklist templates above the free plan's limit stay stored but you can't add more until you're back on a bigger plan.
Q: Is yearly billing cheaper?
A: Yes, yearly billing saves the equivalent of 2 months versus paying monthly.
Q: Are ZenPhone and the AI Receptionist included in these plans?
A: No, both are separate subscriptions sized to your usage, added on top of any platform plan. See the ZenPhone article for how phone plans work.
---
# Catalogs: Your Service & Pricing Command Center
**Category**: Catalogs & Pricing
**URL**: https://www.workzen.io/en/help/catalogs-pricing/catalogs-service-pricing-command-center/
**Updated**: 2026-08-07
**App area**: Catalog
**Short answer**: Catalogs are client-facing, multi-page product brochures you design inside WorkZen, built from your Price Book items with templates for covers, product pages, and image galleries. Publish a catalog and share it with anyone through a public link.
**Answers the questions**:
- What are catalogs in WorkZen?
- How do I make a product catalog to show clients?
- What is the difference between the catalog and the price book?
- How do I share my catalog with a client?
Your [Price Book](/en/help/catalogs-pricing/use-price-book/) is where your team looks up prices. A catalog is what you show the client: a designed, multi-page brochure of your products and services, built inside WorkZen and shared with a link. Same data, different audience.
| | Price Book | Catalog |
|--|-----------|---------|
| Who sees it | Your team | Your clients |
| What it holds | Items with prices, costs, markups | Designed pages showcasing selected items |
| What it's for | Building estimates and invoices | Sales material you share with a link |
## Create a catalog
Go to **Catalog** in the sidebar and click **New Catalog** (or **Create First Catalog** if it's your first). Give it a **Title**, add an optional description, and click **Create Catalog**.
## Design the pages
A catalog is a stack of pages, and the first one is always the cover. Click **Create Cover Page** and pick from the **Cover Page Templates**: **Hero Center**, **Split Left**, **Classic**, **Bold**, or **Elegant**. Set the title, colors, and a background image.
Then click **Add Page** for each additional page:
- **Product Page Templates** show one large item centered or two side by side. You pick the items straight from your Price Book, so names, descriptions, prices, and photos come from data you already maintain.
- **Content Page Templates** include an **Image Gallery** (a 2x2 grid) for before-and-after shots or completed work.
Each page's editable zones accept text and images (PNG, JPG, GIF up to 10MB). Click **Save Page** as you go, and **Preview** to see the client view.
## Publish and share
Edits are drafts until you publish. When the builder shows **Unpublished changes**, click **Publish** to push everything live. Then click **Copy Link** to grab a public link; anyone who has it can open the published catalog in their browser, no account needed. Send it in a quote email, text it after a site visit, or drop it on your website.
When a catalog has served its purpose, archive it. Archived catalogs are hidden from the list but can be restored later.
Catalog count is limited by plan: 1 on Zen (free), 3 on ZenGrow, unlimited on ZenAI.
## Keep the Price Book healthy first
Because product pages pull from the Price Book, a catalog is only as good as the items behind it. Clean names, client-friendly descriptions, current prices, and good photos in the [Price Book](/en/help/catalogs-pricing/use-price-book/) pay off twice: faster [estimates](/en/help/estimates/create-and-send-estimate/) for your team, and a sharper catalog for your clients.
**Steps**:
1. Create the catalog: Go to Catalog, click New Catalog, give it a title and an optional description, and click Create Catalog.
2. Design the cover: Click Create Cover Page and pick a cover template, then set the title, background image, and colors.
3. Add product pages: Click Add Page, choose a product template, and pick items straight from your Price Book. Add content pages like image galleries where they help.
4. Publish and share: Click Publish to make your changes live, then Copy Link to get a public link you can send to anyone.
**FAQ**:
Q: How is a catalog different from the Price Book?
A: The Price Book is your internal pricing database, what your team uses to build estimates and invoices. A catalog is a client-facing brochure you design from those items. Clients see the catalog; they never see your Price Book, costs, or markups.
Q: Do clients need a WorkZen account to view a catalog?
A: No. Copy Link gives you a public link. Anyone who has it can open the published catalog in a browser.
Q: How many catalogs can I create?
A: The free Zen plan includes 1 catalog, ZenGrow includes 3, and ZenAI is unlimited. Archived catalogs count against the limit only when you restore them.
Q: If I edit a published catalog, do viewers see the changes right away?
A: No. Edits stay in the builder until you click Publish. The builder shows an "Unpublished changes" notice so you know when the live version is behind.
Q: Who can create and edit catalogs?
A: Viewing catalogs requires the View Catalogs permission. Creating, editing, publishing, archiving, and sharing them requires Manage Catalogs.
---
# How To Use The Price Book in WorkZen
**Category**: Catalogs & Pricing
**URL**: https://www.workzen.io/en/help/catalogs-pricing/use-price-book/
**Updated**: 2026-08-07
**Video**: https://www.youtube.com/watch?v=BrRHoZ3b76k
**App area**: Price Book
**Short answer**: The Price Book holds your services, products, and warranties with set prices, organized into categories. Add items once, then drop them into estimates and invoices from the item picker instead of retyping and guessing.
**Answers the questions**:
- How do I set up my price book?
- How do I add items to my price book?
- How do I reuse services on estimates?
- What is the difference between cost, markup, and price?
- How do I bundle items into packages?
Guessing prices on the spot is how margins disappear. The Price Book is your single source of truth for services, parts, and warranties, so every quote your team sends matches what the business actually charges.
## How the Price Book is organized
Open **Price Book** from the sidebar. Items live under three top-level sections: **Service Categories**, **Product Categories**, and **Warranty Categories**. Every item is a service, a product, or a warranty.
Inside a section, click **New Category** to build the structure your team actually thinks in ("Drain Services", "Water Heaters", "Fixtures"). Subcategories can nest up to 5 levels deep. Use **Move item** to relocate a single item, or select several and move or delete them in one action.
## Add an item
Click **New Item** inside a category and fill in the fields:
| Field | What it does |
|-------|--------------|
| **Item Name** | What appears on estimates and invoices |
| **Price** | What the client pays |
| **Cost** and **Markup** | What it costs you, so you can see the margin behind every price |
| **Tax Rate** | Options come from your company's tax settings |
| **SKU**, **Brand**, **Model number** | Optional identifiers for parts |
| **Item Image** | Optional, square recommended, up to 5MB |
Fill in **Cost** even though clients never see it. It turns every estimate into a margin check instead of a revenue guess.
## Use items on estimates and invoices
When you build an [estimate](/en/help/estimates/create-and-send-estimate/) or [invoice](/en/help/invoices-payments/create-and-send-invoice/), the item picker searches your Price Book. Pick an item and it lands on the document with its name, description, price, and tax rate. Adding an item copies it onto the document, so later Price Book edits never rewrite a quote you already sent.
Everyone on your team can browse the Price Book. Adding and editing items requires the **Manage Price Book** permission.
## Bundle items into packages
If you quote the same combination over and over, stop assembling it by hand. On the Price Book page, the **Packages** card ("Bundles of items for quick insert") opens your package list. Click **New Package**, name the bundle, and search your items to add them with quantities. Mark individual items **Optional** for upsells. Package items are pointers to your Price Book, so prices always reflect the current item price.
When it's time to quote, the item picker on any estimate or invoice has its own Packages tab. Select a package and every item lands on the document in one click, on web and mobile alike.
Packages are limited by plan: 3 on Zen (free), 20 on ZenGrow, unlimited on ZenAI.
## Import your price list
Already have prices in a spreadsheet? Import them in one pass under **Settings > Data Import**. See [how to import your data](/en/help/getting-started/import-your-data/).
**Steps**:
1. Open a section: Go to Price Book and pick Service Categories, Product Categories, or Warranty Categories.
2. Create a category: Click New Category and name it after how your team thinks, like "Water Heaters" or "Maintenance". Subcategories can go up to 5 levels deep.
3. Add your items: Inside a category, click New Item. Enter the name and price, and optionally cost, markup, tax rate, SKU, brand, model number, and an image.
4. Use them on documents: When building an estimate or invoice, search the item picker and your Price Book items drop in with their set prices.
**FAQ**:
Q: If I change an item's price, do existing estimates and invoices change?
A: No. Adding an item to a document copies it as a line item with the price at that moment. Price Book changes only affect documents you create afterward. Package contents are the exception inside the Price Book itself, since package items always point at the current item price.
Q: What kinds of items can the Price Book hold?
A: Three types, matching the three top-level sections, services, products, and warranties. Each item lives in one type's category tree, and you can move it later, including across types.
Q: Who can edit the Price Book?
A: Everyone on your team can browse it, because building estimates and invoices requires reading items. Creating, editing, moving, and deleting items, categories, and packages requires the Manage Price Book permission.
Q: Can I import my existing price list?
A: Yes. Settings > Data Import accepts a CSV of price book items, with a validation pass before anything is written and duplicate SKUs skipped automatically.
Q: How many packages can I create?
A: The free Zen plan includes 3 packages, ZenGrow includes 20, and ZenAI is unlimited. Items and categories are not limited by plan.
---
# How To Create A Client From Scratch in WorkZen
**Category**: Clients & Properties
**URL**: https://www.workzen.io/en/help/clients-properties/create-a-client/
**Updated**: 2026-08-07
**Video**: https://www.youtube.com/watch?v=6zVi8bxs5q4
**App area**: Clients > New Client
**Short answer**: Go to Clients, click New Client, enter a name and at least one contact method (email or phone), and click Create Client. The address you enter becomes the client's first property, and you can add more properties, files, and jobs any time after.
**Answers the questions**:
- How do I add a new client?
- How do I create a client without a lead?
- What information do I need to create a client?
- How do I add a business client with a tax ID?
Not every client comes through a lead form. Sometimes you have a contact ready to buy and you just need a record fast. Creating one from scratch takes under a minute, and the record grows with the relationship: properties, jobs, invoices, and files all attach to it.
## Create the client
1. Go to **Clients** and click **New Client**.
2. Under **Basic Information**, enter the **First Name** and **Last Name**.
3. For a company, switch on **This is a business/company**. The form swaps in **Company Name** (required) and **Company Tax ID**.
4. Add contact details: **Email**, **Phone**, **Mobile**, **Secondary Phone**, and **Website**. At least one contact method is required, email or phone.
5. Enter the **Primary Address**.
6. Add anything else under **Additional Information** > **Notes**, then click **Create Client**.
The **Primary Address** becomes the client's first property, named **Main Location** and marked as the primary service location. After creation, addresses are managed from the **Properties** tab, so multi-site clients get one property per location. See [managing client properties](/en/help/clients-properties/manage-client-properties/).
## What a client record holds
The client page is the hub for everything you do with that client, organized in tabs:
| Tab | What lives there |
|-----|------------------|
| **Client Information** | Contact details, company details, notes, and the **Main Property** |
| **Properties** | Every service address, with **Primary** and **Billing** markers |
| **Jobs** | All jobs for this client, with a **Create Job** shortcut |
| **Finance** | Estimates, invoices, and payments |
| **Visits** | Scheduled and past visits |
| **Files** | Uploaded documents and photos |
From the client page you can also start work directly: create a job, an estimate, or an invoice without leaving the record.
## Keep it clean with archiving
When a client goes quiet, click **Archive Client** instead of deleting. Archiving hides the client from active lists but keeps the full history, and you can unarchive any time. Creating and editing clients requires the Manage Clients permission; company admins and managers have it by default.
**Steps**:
1. Open the client form: Go to Clients and click New Client.
2. Fill in Basic Information: Enter a first and last name, or switch on "This is a business/company" and enter the Company Name. Add at least one contact method, email or phone.
3. Add the Primary Address: Enter the client's address. It becomes the client's first property, so jobs and visits know where to go.
4. Click Create Client: The client record opens, ready for properties, jobs, estimates, and files.
**FAQ**:
Q: What fields are required to create a client?
A: A first and last name (or a company name for business clients) plus at least one contact method. WorkZen validates that you enter an email or a phone number.
Q: What happens to the address I enter at creation?
A: It is saved as the client's first property, named Main Location and marked as the primary service location. Jobs, visits, estimates, and invoices pick it up automatically.
Q: How do I change the address later?
A: Addresses are managed from the client's Properties tab, not the edit form. Open the client, go to Properties, and edit or add properties there.
Q: Who can create clients?
A: Users with the Manage Clients permission. Viewing clients requires the View Clients permission, and deleting requires Delete Clients.
Q: Is there a limit on how many clients I can have?
A: No. Every plan, including the free Zen plan, allows unlimited clients.
---
# How To Manage Client Properties in WorkZen
**Category**: Clients & Properties
**URL**: https://www.workzen.io/en/help/clients-properties/manage-client-properties/
**Updated**: 2026-08-07
**Video**: https://www.youtube.com/watch?v=Ho2r62g5kwI
**App area**: Clients > Detail > Properties
**Short answer**: Open the client, go to the Properties tab, and click Add Property for each service address. One property is always the primary; jobs, visits, estimates, and invoices show a Service Location picker with the primary property preselected.
**Answers the questions**:
- How do I add multiple addresses to a client?
- How do jobs know which property to use?
- How do I change a client's primary property?
- Can a client have a separate billing address?
Multi-location clients are great revenue, until your tech rolls up to the wrong site. In WorkZen, every service address is a property on the client record, so dispatch is never a guessing game: each job, visit, estimate, and invoice points at a specific property.
## Add a property
1. Open the client and go to the **Properties** tab.
2. Click **Add Property**.
3. Give it a **Property Name** (for example, "Main Office") and pick a **Property Type**: Residential, Commercial, Industrial, Retail, Office, Warehouse, or Other.
4. Enter the address, and use **Access Notes** for gate codes and parking instructions.
5. Optionally tick **Primary service location** or **Billing address**, then click **Create Property**.
A client's first property is created automatically from the address you enter when [creating the client](/en/help/clients-properties/create-a-client/), and it starts as the primary.
## Primary and billing roles
Each property can carry one or both of two roles, shown as badges in the list:
| Role | Badge | What it means |
|------|-------|---------------|
| Primary | **Primary** | The default Service Location for new jobs, visits, and documents |
| Billing | **Billing** | The address used for billing purposes |
Only one property is primary at a time. Click **Set as Primary** on any property to switch; the previous primary steps down automatically. The client's overview also shows the **Main Property** at a glance.
Every client keeps at least one property: the last property cannot be deleted. Deleting the current primary automatically promotes another property to primary, so nothing ever points at nowhere.
## How jobs, visits, and documents pick a property
Whenever you create a job, estimate, or invoice for a client, the form shows a **Service Location** picker listing every property with its name and address. The primary property is preselected, so the common case is zero clicks; for other sites, just pick a different property.
Visits work the same way. A visit scheduled on a job starts from the job's property (falling back to the client's primary), and the visit keeps its own copy of the address and access details, so your tech sees the right destination on the schedule even if the property changes later.
**Steps**:
1. Open the Properties tab: Open the client and go to Properties. Existing properties are listed with the primary one first.
2. Click Add Property: Name the property, pick a Property Type, and enter the address.
3. Add access details: Use Access Notes for gate codes, parking instructions, and anything a tech needs on arrival.
4. Save and mark roles: Tick Primary service location or Billing address if this property should take over that role, then click Create Property.
**FAQ**:
Q: What does the primary property do?
A: It is the default location. When you create a job, estimate, or invoice for the client, the Service Location picker preselects the primary property. Only one property can be primary at a time.
Q: How do jobs and visits pick a property?
A: Every create flow shows a Service Location picker listing the client's properties with their addresses. The primary property is preselected, and you can switch to any other. A visit scheduled on a job starts from the job's property.
Q: Can I set a separate billing address?
A: Yes. Mark one property as the Billing address. It carries a Billing badge in the list, while the service work keeps pointing at the primary or chosen property.
Q: Why can't I delete a property?
A: A client must keep at least one property, so the last one cannot be deleted. If you delete the primary property, WorkZen automatically promotes another property to primary.
Q: Who can manage properties?
A: Adding, editing, and deleting properties requires the Manage Clients permission. Admins and managers have it by default.
---
# Use tags to organize clients, leads, and jobs
**Category**: Clients & Properties
**URL**: https://www.workzen.io/en/help/clients-properties/use-tags/
**Updated**: 2026-08-07
**App area**: Settings > Tags
**Short answer**: Define your tags in Settings > Tags, one set per record type, each with a name and color. Then add them to any client, lead, job, invoice, estimate, or visit from its detail page. Tags are labels everyone on the team sees.
**Answers the questions**:
- How do I tag a client?
- How do I create custom tags?
- Can I tag jobs and invoices?
- Who can create tags?
Every business has labels the software never shipped with: the VIP clients, the warranty jobs, the "do not send Steve" properties. Tags are those labels, colored, consistent, and visible to the whole team wherever the record appears.
## Define your tags
1. Go to **Settings > Tags** (requires the Manage Company Settings permission).
2. Pick the record type, clients, leads, jobs, invoices, estimates, or visits. Each type has its own tag set.
3. Create each tag with a name and one of eleven colors.
Keeping tag creation with admins is deliberate: it prevents the "VIP", "V.I.P.", and "vip!" triplets that make labels useless. The team applies tags; admins curate the vocabulary.
## Tag your records
Open any client, lead, job, invoice, estimate, or visit and add tags from the tags section on its detail page. Everyone who opens the record sees them immediately.
Tags work best as a small, opinionated set. Five tags everyone understands beat thirty nobody remembers. Decide what each color means ("red = problem account") and hold the line.
## Good starter vocabularies
| Record type | Useful tags |
|-------------|-------------|
| Clients | VIP, Commercial, Residential, Payment risk |
| Leads | Hot, Referral, Repeat inquiry |
| Jobs | Warranty, Callback, Multi-day |
| Invoices | Disputed, Payment plan |
Tags are labels for people, not automation triggers: they change what your team notices, not what WorkZen does.
**FAQ**:
Q: Which records can be tagged?
A: Clients, leads, jobs, invoices, estimates, and visits. Each record type has its own tag set, so your client tags ("VIP", "Commercial") stay separate from your job tags ("Warranty", "Callback").
Q: Who can create or edit tags?
A: Defining tags requires the Manage Company Settings permission (admins). Applying existing tags to a record only requires being able to edit that record, so the whole team can label as they work.
Q: What colors are available?
A: Eleven colors, blue, green, red, orange, purple, pink, gray, teal, amber, cyan, and indigo. Use color meaningfully, for example red for problems, green for VIPs.
Q: Do tags do anything automatic?
A: No. Tags are visual labels for humans, not triggers. They make status obvious at a glance; they do not change behavior.
---
# Convert an Estimate Into an Invoice
**Category**: Estimates
**URL**: https://www.workzen.io/en/help/estimates/convert-estimate-to-invoice/
**Updated**: 2026-08-07
**Video**: https://www.youtube.com/watch?v=e43ftyCYk0g
**App area**: Estimates > Detail > Convert to Invoice
**Short answer**: Open the estimate and click Convert to Invoice; line items, taxes, deposit settings, notes, terms, and the PO number all carry over. When a client approves an estimate online, WorkZen converts it to an invoice automatically.
**Answers the questions**:
- How do I turn an estimate into an invoice?
- Do line items carry over when converting an estimate?
- Does WorkZen create the invoice automatically when a client approves?
- Can I edit an estimate after converting it?
The moment a client approves the estimate, the only question that matters is "how fast can we invoice?" In WorkZen the answer is usually "it already happened": online approval converts the estimate to an invoice automatically. When approval happens over the phone or on a handshake, one click does the same thing.
## Convert it manually
1. Open the estimate and click **Convert to Invoice**.
2. The **Convert Estimate** modal opens. It also converts the lead to a client if the estimate was for a lead.
3. Leave **Create a Job** on to automatically create a job linked to the invoice, and set the **Job title**. Turn it off if you only need the invoice.
4. Click **Convert**.
You can convert an estimate that the client has not approved yet; WorkZen marks it approved as part of the conversion and notes on the estimate's history that it was converted before client approval.
## What carries over
| From the estimate | To the invoice |
|-------------------|----------------|
| Line items | Copied with quantities, prices, tax rates, and SKUs |
| Discount | Same type and amount |
| Deposit settings | Carried over; deposit payments count against the invoice |
| **PO Number** | Copied; edit it later in the invoice's **Client Details** section |
| Notes and terms | Copied as written |
| Service location | Same property |
| Client details | The snapshot exactly as it appeared on the estimate |
Line items the client excluded before approving are left off the invoice, so you never bill for options they turned down. The new invoice starts as **Unsent**, ready for [sending](/en/help/invoices-payments/create-and-send-invoice/).
A converted estimate is locked: its status becomes **Converted** and it can no longer be edited. Use **Send Copy** to email the client another copy, and **Go to Invoice** to jump to the invoice it became. Both documents link to each other in their history.
**Steps**:
1. Open the estimate: Go to Estimates and open the one you want to bill.
2. Click Convert to Invoice: The Convert Estimate modal opens with a summary of what will happen.
3. Decide about the job: Leave Create a Job on to spin up a linked job automatically, and give it a job title. Turn it off if you only need the invoice.
4. Click Convert: The invoice is created, the estimate is marked Converted and locked, and you can jump straight to the new invoice.
**FAQ**:
Q: What carries over to the invoice?
A: Line items with their quantities, prices, and tax rates, the discount, deposit settings, notes, terms, the PO number, the service location, and the client details as they appeared on the estimate. Line items a client excluded before approving are left off.
Q: Do I have to convert manually?
A: Only when the approval happens off the record. When a client approves the estimate online, WorkZen converts it to an invoice automatically. Manual conversion covers verbal go-aheads; converting before client approval is noted on the estimate's history.
Q: Can I still edit the estimate afterward?
A: No. A converted estimate is locked and cannot be edited. You can still use Send Copy to email the client a copy, and Go to Invoice to open the invoice it became.
Q: What happens if the estimate was for a lead?
A: Converting also converts the lead into a client, so the invoice lands on a proper client record with the full history attached.
Q: What about the deposit?
A: Deposit configuration on the estimate carries over to the new invoice, and any deposit your client pays online is recorded as a payment against that invoice.
---
# Create and Send an Estimate Manually
**Category**: Estimates
**URL**: https://www.workzen.io/en/help/estimates/create-and-send-estimate/
**Updated**: 2026-08-07
**Video**: https://www.youtube.com/watch?v=zh1CvTfiwmw
**App area**: Estimates > New Estimate
**Short answer**: Go to Estimates, click New Estimate, pick the contact and service location, and add line items from your price book or type them in. Click Send to email it; your client opens a link where they can approve and sign, or decline with feedback.
**Answers the questions**:
- How do I create an estimate?
- How do I send a quote to a client?
- Can clients approve estimates online?
- How do I add price book items to an estimate?
- What do estimate statuses mean?
A fast, professional estimate is often the difference between winning the job and losing it to whoever quoted first. Here is the full flow from blank screen to "estimate sent".
## Create the estimate
Go to **Estimates** and click **New Estimate**. Pick the **Contact** (a client or a lead) and, for clients, the **Service Location**; the primary property is preselected. Click **Create Estimate** and the editor opens. New estimates start as **Unsent**.
## Add line items
In **Line Items**, click **Add Item** to open the item picker. It has four tabs:
- **Browse**: your price book by category.
- **Search**: find items by name, SKU, or description. No match? Create a new item on the spot.
- **Custom**: type a one-off line without saving it to the price book.
- **Packages**: drop a whole pre-built bundle onto the estimate, items, quantities, and prices included. Set packages up on the Price Book page.
Under **Additional Information** you can switch on **Require Deposit** (as a **Percentage** or **Fixed Amount**), add notes, and set **Terms**. A discount can be applied to the whole estimate, and the **Valid Until** date controls expiry.
Creating the estimate from a job that has a **PO Number**? It is copied over automatically. View or edit it in the estimate's **Client Details** section; changes there apply to that estimate only.
## Send it
Click **Send**. The **Send Estimate** modal confirms the **Email Address** and a prefilled **Message** you can edit. Click **Send** and the status moves to **Sent**.
New companies verify a phone number by text before emailing documents. A banner walks you through it: request the code, type it in, done. It is a one-time step, then you send freely.
## What your client sees
The email links to a clean web page showing the estimate with **Approve Estimate**, **Decline Estimate**, **Print**, **Download PDF**, and **Share** actions. Approving opens a **Sign Document** step where they enter their name and **Type Signature** or **Draw Signature**, then **Sign and Approve**. If a deposit is required, they are prompted to pay it right after approving. Declining asks for optional feedback so you learn why.
| Status | Meaning |
|--------|---------|
| **Unsent** | Created, the client has not received it |
| **Sent** | Emailed to the client |
| **Approved** | Client approved and signed |
| **Declined** | Client declined, optionally with feedback |
| **Converted** | Turned into an invoice |
An approved estimate is automatically [converted to an invoice](/en/help/estimates/convert-estimate-to-invoice/), so the paperwork keeps pace with the handshake.
**Steps**:
1. Create the estimate: Go to Estimates, click New Estimate, select a contact (a client or a lead) and the Service Location, then click Create Estimate.
2. Add line items: Click Add Item and pull items from your price book via Browse or Search, drop in a whole bundle from Packages, or type a one-off under Custom.
3. Set deposit, notes, and terms: Under Additional Information, switch on Require Deposit and choose Percentage or Fixed Amount if you want money up front. Add notes and terms.
4. Send it: Click Send, confirm the Email Address, tweak the prefilled message if you like, and click Send. The status moves to Sent.
**FAQ**:
Q: Can clients approve estimates online?
A: Yes. The email links to a web page with Approve Estimate and Decline Estimate buttons. Approving opens a Sign Document step where they type or draw a signature, then the estimate is marked Approved.
Q: Can I send an estimate by text message?
A: The built-in send flow is email. Your client can also use the Share action on their estimate page to pass the link along.
Q: What if my client declines?
A: The status changes to Declined and the client can leave optional feedback explaining why, which shows on the estimate.
Q: What happens when an estimate expires?
A: After the Valid Until date, the client's page shows that the estimate has expired. If the client asks for more time, an Extension Requested banner appears on the estimate; one click extends the date by 7 days and notifies them.
Q: Who can create and send estimates?
A: Creating and editing requires the Manage Estimates permission; sending requires Send Estimates. Admins and managers have both by default.
---
# How To Manage Expenses in WorkZen
**Category**: Expenses
**URL**: https://www.workzen.io/en/help/expenses/manage-expenses/
**Updated**: 2026-08-07
**Video**: https://www.youtube.com/watch?v=reU_zfNdU_4
**App area**: Expenses / Jobs > Detail > Finance
**Short answer**: Go to Expenses and click Create Expense; enter the amount, date, category, and attach the receipt, or scan the receipt and let WorkZen fill the fields for you. Link the expense to a job to see true job profitability, then approve, reject, or reimburse it from the expense's Review panel.
**Answers the questions**:
- How do I track expenses?
- How do I attach receipts to expenses?
- Can WorkZen scan receipts automatically?
- How do I approve or reject an expense?
- How do I reimburse a technician?
A pile of receipts in the truck isn't an expense system, it's a tax-time horror movie. Logging expenses against jobs as they happen keeps job costing accurate and bookkeeping painless.
## Record an expense
Go to **Expenses** and click **Create Expense**. Only the amount and date are required; the rest is context: **Vendor**, **Category**, **Subtotal**, **Tax**, **Payment Method** (Cash, Credit Card, Debit Card, Company Card, Personal, or Other), and notes.
Link the expense to a **Job**, **Client**, or **Employee** so the cost lands where it belongs. Two flags matter:
- **Billable**: this cost should be passed on to the client.
- **Reimbursable**: a team member paid out of pocket and needs paying back; pick who in **Reimburse To**.
You can also add expenses straight from a job's Finance tab with **Add Expense**, **Quick Expense**, or **Upload Receipt**, which links them to the job automatically.
## Scan receipts instead of typing
On the expense form, the **Scan Receipt** area accepts JPG, PNG, and PDF. Drop the receipt in and WorkZen reads it and auto-fills the fields ("Receipt scanned! Fields have been auto-filled."). Check the numbers, adjust anything, and save. The receipt stays attached to the expense either way.
Automated receipt recognition requires **ZenGrow** or **ZenAI**. On every plan you can still attach the receipt image and type the details yourself.
## Categories
Categories keep spending reportable: fuel, materials, tools, and whatever else your business needs. Open **Categories** on the Expenses page to add, rename, or delete them. Deleting a category never loses data; its expenses move to the category you choose. Only the default category can't be deleted.
## Approve, reject, and reimburse
Every new expense starts as **Pending**. The expense's **Review** panel prompts an admin to **Approve** or **Reject** it; rejecting asks for a reason the submitter can see. You can also select several pending expenses in the list and approve them in one click.
| Status | Meaning |
|--------|---------|
| **Pending** | Submitted, awaiting review |
| **Approved** | Accepted; counts in job costs and reports |
| **Rejected** | Declined, with the reason recorded |
Once an expense is reviewed, editing locks, so approved numbers can't quietly change afterward.
For approved reimbursable expenses, click **Mark as Reimbursed** when you've paid the person back and record how (E-Transfer, Check, Cash, Direct Deposit, or Other). WorkZen doesn't move the money; it tracks that it happened.
Who can do what: team members with only the Manage Own Expenses permission see and submit their own expenses; View Expenses and Manage Expenses cover the whole company; approving, rejecting, and reimbursing require Approve Expenses.
**Steps**:
1. Create the expense: Go to Expenses and click Create Expense. Enter the amount and date; vendor, category, and notes are optional.
2. Attach or scan the receipt: Drop a receipt image or PDF onto the form. With receipt scanning on your plan, WorkZen reads it and auto-fills the fields.
3. Link it to the work: Pick the Job (and Client or Employee) the cost belongs to, and flag it Billable or Reimbursable if it applies.
4. Review it: An admin approves or rejects the expense, and marks reimbursable expenses as reimbursed once the technician is paid back.
**FAQ**:
Q: Is receipt scanning on my plan?
A: Automated receipt recognition requires ZenGrow or ZenAI. On the free Zen plan you can still attach receipt photos and enter the details by hand.
Q: What are the expense statuses?
A: Every new expense starts as Pending. A user with the Approve Expenses permission then moves it to Approved or Rejected. Reimbursement is tracked separately on approved expenses.
Q: Can I edit an expense after it was approved?
A: Editing locks after review. WorkZen tells you the expense has already been reviewed and can no longer be edited, so the approved numbers stay trustworthy.
Q: Does marking an expense reimbursed move money?
A: No. It records that you paid the person back (E-Transfer, Check, Cash, Direct Deposit, or Other). WorkZen does not move money; it's for tracking only.
Q: What happens to expenses when I delete a category?
A: Nothing is lost. WorkZen asks which category the expenses should move to. Only the default category cannot be deleted.
---
# Financial Settings: defaults, numbering, tips
**Category**: Getting Started
**URL**: https://www.workzen.io/en/help/getting-started/financial-settings/
**Updated**: 2026-08-07
**App area**: Settings > Financial Settings
**Short answer**: Settings > Financial Settings holds the defaults every new estimate and invoice inherits: default notes and terms, estimate validity, document numbering for all five document types, customer tip options, and Interac e-Transfer with automatic payment reconciliation.
**Answers the questions**:
- Where do I set my invoice terms?
- How do I change my invoice numbering?
- How do I accept Interac e-Transfer payments?
- How do I let customers tip?
- How long are estimates valid?
Every estimate and invoice you create inherits its starting point from one page. Configure **Settings > Financial Settings** once, before the first invoice goes out, and every document after that is born correct.
## Document defaults
Set the default **Invoice notes**, **Invoice terms**, **Estimate notes**, and **Estimate terms** that every new document starts with. Not sure what to write? **Use market-standard templates** drops in professional wording (payment due in 30 days, estimate valid for 30 days) that you can tweak. Each document stays editable after creation; defaults are the starting point, not a straitjacket.
How documents *look* is a separate page: [Document Appearance](/en/help/invoices-payments/customize-document-appearance/).
## Estimate validity
Set the **Default validity period (days)** for new estimates, or leave it at 0 so estimates never expire. New estimates get their valid-until date from this automatically.
## Document numbering
Control the next number for all five numbered documents: **invoices, estimates, jobs, payments, and expenses**. Coming from another system and want your invoices to continue at #4880 instead of restarting at #1? Set it here.
Numbering only moves forward. You can raise the next number any time, but you can never lower it back, and WorkZen makes you confirm before committing. Existing documents keep their numbers regardless.
## Tips
Turn on **Allow customers to add a tip when paying invoices** and choose up to 5 percentage options (1 to 35 percent). Tip choices appear on the online payment page, and a No tip option is always there, so it's an invitation, not a shakedown.
## Interac e-Transfer (Canada)
Take e-Transfers without the "did it arrive?" ritual:
1. Choose **Use WorkZen's Interac email address** and add it to your bank as a transfer recipient.
2. Enable **autodeposit** at your bank.
3. Turn on **Add Interac email to invoices and estimates** so clients see where to send.
4. **Automatic payment reconciliation** then matches each incoming transfer to its invoice and records the payment for you.
You can use your own Interac email instead, but WorkZen cannot automatically match payments sent to a custom address; you'll record those manually. Parts of the e-Transfer automation require ZenGrow or higher.
## Where taxes live
Tax rates are managed on your [company profile](/en/help/getting-started/set-up-company-profile/), not here: they come from your country's tax dataset, which is also why the country locks after setup.
**FAQ**:
Q: Where do I manage tax rates?
A: On your company profile (Settings > Company), not in Financial Settings. Tax rates come from your country's dataset, which is also why the country can't change after setup.
Q: Can I lower my document numbering back down?
A: No. Numbering only moves forward. You can raise the next number any time, but never lower it, and existing documents always keep their numbers.
Q: Do default notes and terms overwrite what's on existing documents?
A: No. Defaults are copied onto new documents at creation, and every document stays individually editable.
Q: How does automatic e-Transfer matching work?
A: Using WorkZen's Interac email with your bank's autodeposit, incoming transfers are matched to their invoices and recorded automatically. With a custom email, WorkZen cannot match payments for you.
Q: What tip options can I offer?
A: Up to 5 percentage options between 1 and 35 percent, shown on the payment page. Customers always have a No tip choice.
---
# Import clients, leads, and price book from CSV
**Category**: Getting Started
**URL**: https://www.workzen.io/en/help/getting-started/import-your-data/
**Updated**: 2026-08-07
**App area**: Settings > Data Import
**Short answer**: Go to Settings > Data Import, pick what you're importing (clients, leads, or price book items), download the example CSV, fill it with your data, and upload it. Check file validates everything without writing; Import creates the records. Duplicate rows are skipped automatically.
**Answers the questions**:
- How do I import clients from a spreadsheet?
- How do I migrate from another CRM to WorkZen?
- How do I upload my price list?
- Why were some of my rows skipped?
Nobody re-types 300 clients. The importer takes CSV exports from your old CRM, spreadsheet, or accounting tool and turns them into real WorkZen records, with a validation pass first, so bad data never gets halfway in.
You can import three things, each with its own tab under **Settings > Data Import**:
| Import | Each row becomes | Duplicates skipped by |
|--------|------------------|----------------------|
| **Clients** | A client, exactly as if typed into the client form (address columns create their primary property) | Email |
| **Leads** | A lead ready to claim and convert, with source recorded as "import" | Email |
| **Price Book Items** | A product, service, or warranty you can drop into estimates and invoices | SKU |
## Prepare your file
1. Pick the tab for what you're importing and click **Download example CSV**.
2. The page lists every column: its name, type, whether it's **Required**, **Optional**, or **Leave blank**, and an example value. Your file's header row must use these exact column names.
3. Export from your old system and rearrange columns to match.
The essentials per entity: clients need first and last name plus an email or phone; leads need a first name plus an email or phone; price book items take plain-number prices in your company currency ("2499.00"), and their categories are created automatically if they don't exist yet.
For price book taxes, the page shows **Your Tax Codes** with the exact code to type in the `tax_code` column. You only ever type the code; the rate always comes from your tax settings, so a rate change later never depends on an old import file.
## Check, then import
Upload the file and click **Check file** first. Every row is parsed and validated with nothing written, and problems come back per row ("Row 41: phone is not a valid phone number"). Fix the file and check again until it's clean.
Then click **Import**. The summary reports rows read, created, and skipped as duplicates.
## Big migrations
Files are capped at 500 rows, so split larger exports and upload the parts one after another. Because duplicates are skipped by email or SKU, overlapping files and re-uploads are harmless; the importer only ever creates what isn't there yet.
**Steps**:
1. Download the example CSV: In Settings > Data Import, choose Clients, Leads, or Price Book Items and click Download example CSV to get a file with the exact column names.
2. Fill it with your data: Export from your old system and arrange the columns to match. The page lists every column with its type, whether it's required, and an example.
3. Check the file: Upload and click Check file. Every row is validated and nothing is written; you get a per-row list of anything that needs fixing.
4. Import: Click Import. The summary tells you how many rows were read, created, and skipped as duplicates.
**FAQ**:
Q: How many rows can one file have?
A: 500 rows per file. Bigger migration? Split the export and upload the files one after another; duplicate skipping makes repeated uploads safe.
Q: What happens if I upload the same file twice?
A: Nothing bad. Rows whose email already belongs to a client or lead (or whose SKU already exists, for price book items) are skipped, so re-uploading a corrected file only creates what's missing.
Q: What's required for each client row?
A: First and last name, plus either an email or a phone number. If you fill the address columns, WorkZen also creates the client's primary property, which doubles as their billing address.
Q: How do taxes work on imported price book items?
A: The import page shows your company's tax codes. Type only the code into the tax_code column; the rate always comes from your tax settings, never from the file. No tax codes set up yet? Leave the column empty, or add your tax rates on the company profile first.
Q: Who can run imports?
A: Importing is creating records, so it follows the same permissions, Manage Clients for clients, Manage Leads for leads, Manage Price Book for items.
---
# How To Set Up Your Company Profile and Settings
**Category**: Getting Started
**URL**: https://www.workzen.io/en/help/getting-started/set-up-company-profile/
**Updated**: 2026-08-07
**Video**: https://www.youtube.com/watch?v=BvyUJnU8qmk
**App area**: Settings > Company
**Short answer**: Go to Settings > Company and fill in your logo, address, and business details; they appear on every client-facing document. Then use the Company Settings hub to configure the rest: financial defaults, roles, telephony, integrations, and your subscription, each in its own section.
**Answers the questions**:
- How do I set up my company?
- How do I add my logo to invoices?
- Where are the company settings?
- Where do I change my tax numbers?
- What settings should I configure first?
Estimates with the wrong logo and invoices missing your address don't exactly scream "trustworthy professional." The company profile takes minutes to complete, and the Company Settings hub around it is where every business-wide switch lives. Here's the profile setup, then the map.
## The profile: your public face
Go to **Settings > Company** and fill in:
- **Logo**: appears on estimates, invoices, receipts, and client emails.
- **Basic information**: legal name, address, and your tax registrations. Canadian businesses get **GST/HST Number** and **QST Number** fields alongside the Tax ID; fill them once and they print on your documents.
- **Contact information**: main phone, a **Secondary phone** if you run two lines, email, and website.
- **Timezone**: drives every schedule and timestamp your team sees.
- **Language**: the default for client-facing documents and emails, independent of your dashboard language.
**Country locks in once set**: currency and available tax rates hang off it. Pick carefully the first time. Everything else stays editable forever.
## The settings map
Company Settings is organized into five sections. Here's what lives where:
The day-to-day business configuration:
| Setting | What it controls |
|---------|------------------|
| **Job Settings** | Job types, priorities, and job preferences |
| **Lead Settings** | Lead management and conversion behavior |
| **Financial Settings** | Taxes, document defaults, numbering (invoice/estimate/job numbers), tips, and e-transfer details |
| **Document Appearance** | What invoice and estimate lines show clients ([details](/en/help/invoices-payments/customize-document-appearance/)) |
| **Time Tracking** | The time clock rules for your team |
| **User Roles** | Roles and permissions ([details](/en/help/team-permissions/manage-roles-permissions/)) |
| **Tags** | Your tag vocabulary for clients, leads, jobs, and documents ([details](/en/help/clients-properties/use-tags/)) |
| **Compliance** | Licenses, insurance, and certifications with expiry reminders ([details](/en/help/getting-started/track-compliance-credentials/)) |
| **Trackers** | BLE beacons for tracking equipment and vehicles |
| **Data Import** | CSV import for clients, leads, and your price book ([details](/en/help/getting-started/import-your-data/)) |
Your business phone system:
| Setting | What it controls |
|---------|------------------|
| **Phone Plan** | Your ZenPhone subscription, lines, and numbers ([details](/en/help/phone-ai/get-zenphone-number/)) |
| **Call Flows** | How inbound calls route: hours, menus, ring groups, voicemail ([details](/en/help/phone-ai/set-up-call-flow-ivr/)) |
| **Phone Devices** | SIP desk phones and softphones ([details](/en/help/phone-ai/register-voip-desk-phones/)) |
Connections to the rest of your stack:
| Integration | What it does |
|-------------|--------------|
| **QuickBooks Online** | Pushes clients, invoices, estimates, payments to your books ([details](/en/help/integrations/connect-quickbooks/)) |
| **Zoho Books** | Same idea, Zoho flavor ([details](/en/help/integrations/connect-zoho-books/)) |
| **WordPress** | Captures leads from your WordPress site's forms |
| **Website Widgets** | The floating contact/booking/WhatsApp button for any site ([details](/en/help/leads/install-website-widget/)) |
| **Stripe Payments** | Online card payments on invoices, readers, Tap to Pay ([details](/en/help/integrations/connect-stripe-payments/)) |
| **Webhooks** | Real-time events to Zapier, Make, or your own systems ([details](/en/help/integrations/use-webhooks/)) |
Money flowing the other way:
| Setting | What it controls |
|---------|------------------|
| **Subscription Plans** | Your WorkZen platform plan (Zen, ZenGrow, ZenAI) |
| **AI Receptionist Plan** | The AI answering subscription ([details](/en/help/phone-ai/configure-ai-receptionist/)) |
| **Payment Methods** | The cards paying for your subscriptions |
And under Account Management, **Close Account**, which we'd rather you never need.
## A sensible first-week order
1. Complete the profile above.
2. **Financial Settings**: taxes, document defaults, and numbering, before your first invoice goes out.
3. **User Roles** and [invite your team](/en/help/team-permissions/invite-team-members/).
4. [Import your data](/en/help/getting-started/import-your-data/).
5. Everything else, when the need shows up.
**FAQ**:
Q: What should I set up first?
A: The profile itself (logo, address, tax numbers), then Financial Settings (taxes, document defaults, numbering), then invite your team with roles. Everything else can wait until you need it.
Q: Can I change my country later?
A: No. Country locks in once set, because your currency and available tax rates hang off it. Everything else on the profile stays editable.
Q: Who can access company settings?
A: Users with the Manage Company Settings permission, which admins have by default. Some areas carry their own permission on top, for example integrations require Manage Integrations.
Q: Can my documents be in a different language than my dashboard?
A: Yes. The profile's Language selector sets the default language for client-facing documents and emails, independent of what your team sees in the app.
---
# Track licenses, insurance, and certifications
**Category**: Getting Started
**URL**: https://www.workzen.io/en/help/getting-started/track-compliance-credentials/
**Updated**: 2026-08-07
**App area**: Settings > Compliance
**Short answer**: Go to Settings > Compliance and add each license, insurance policy, bond, or certification with its expiry date and document. WorkZen tracks the status of every credential and reminds you at 60, 30, and 7 days before anything expires.
**Answers the questions**:
- How do I track my business licenses?
- Can WorkZen remind me before my insurance expires?
- Where do I store my certifications?
The worst time to learn your liability insurance lapsed is when a client's GC asks for the certificate. The Compliance section is one shelf for every credential the business holds, with WorkZen watching the expiry dates so nobody has to.
## Add your credentials
1. Go to **Settings > Compliance** and click **Add credential** (requires the Manage Compliance permission).
2. Pick a category: **Business License**, **Trade License**, **Liability Insurance**, **Workers' Comp**, **Bond**, **Certification**, or **Other**.
3. Enter the name, issuer, credential number, issue date, and expiry date, plus any notes.
4. **Upload document** to attach the actual license or policy file.
**Scan & autofill** reads an uploaded license or insurance PDF/photo and fills in the issuer, number, and dates for you (you review before saving). It requires **ZenGrow** or higher; typing the fields by hand works on every plan.
## Statuses and reminders
Every credential shows a live status:
| Status | Meaning |
|--------|---------|
| Valid | Expiry is comfortably in the future |
| Expiring | Expiry is close, with a day countdown |
| Expired | Past its expiry date |
| No expiry | Perpetual credential; never reminds |
Reminders arrive as WorkZen notifications at **60, 30, and 7 days** before each expiry, and again at expiry. Each threshold fires once per credential, so you get three clean warnings instead of daily nagging.
## Keeping the list honest
Filter by category and status to review what's current, and **Archive** anything the business no longer holds; archived credentials leave the active list but stay retrievable forever. Renewal came through? Edit the credential with the new dates and the status resets itself.
**Steps**:
1. Add a credential: In Settings > Compliance, click Add credential. Pick the category, name it, and enter the issuer, number, and dates.
2. Attach the document: Upload the license or policy PDF/photo, or use Scan & autofill to extract the issuer, number, and dates automatically.
3. Let the reminders work: WorkZen shows each credential's live status and notifies you at 60, 30, and 7 days before expiry, and again when something expires.
**FAQ**:
Q: What can I track?
A: Business licenses, trade licenses, liability insurance, workers' comp, bonds, certifications, and anything else under Other. Each entry carries its issuer, number, issue and expiry dates, notes, and the document itself.
Q: When do reminders fire?
A: At 60, 30, and 7 days before a credential's expiry date, and when it expires. Credentials without an expiry date show as "No expiry" and never remind.
Q: What does Scan & autofill do?
A: Upload a license or insurance PDF or photo and WorkZen reads it, filling in the issuer, number, and dates for you to review. It requires ZenGrow or higher; manual entry works on every plan.
Q: Who can manage compliance records?
A: Users with the Manage Compliance permission.
Q: Can I remove old credentials without losing them?
A: Archive them. Archived credentials leave the active list but stay on record and can be restored any time.
---
# How to accept credit card payments with Stripe
**Category**: Integrations
**URL**: https://www.workzen.io/en/help/integrations/connect-stripe-payments/
**Updated**: 2026-08-07
**App area**: Settings > Integrations > Stripe Payments
**Available on plans**: zengrow, zenai
**Short answer**: Go to Settings > Integrations > Stripe Payments and click Connect Stripe to create or link your Stripe account. Once Stripe verifies it, your invoices can be paid online by card, payments record automatically in WorkZen, and payouts go straight to your bank account.
**Answers the questions**:
- How do I accept credit card payments in WorkZen?
- How do I let clients pay invoices online?
- Can I pass credit card fees to my customers?
- Why is my Stripe account pending verification?
- How do I take card payments in person?
Getting paid should not involve "I'll mail you a check". With Stripe connected, every invoice you send carries a pay-by-card option, in-person cards work from the truck, and each payment records itself against the right invoice with zero bookkeeping.
## Connect your account
1. Go to **Settings > Integrations** and open **Stripe Payments**.
2. Click **Connect Stripe**.
3. Complete Stripe's onboarding: business details, identity, and the bank account for payouts. If you already have a Stripe account, you can link it instead of creating one.
4. Stripe reviews new accounts before enabling charges. The page shows **Pending Verification** during the review (usually minutes, sometimes a few days) and **Connected** when you're live. If Stripe needs more information, the page offers **Complete Setup** to finish where you left off.
Once connected, the page shows your Stripe Account ID and a **Manage in Stripe Dashboard** link for payouts, disputes, and account settings.
## What connecting unlocks
| Capability | Where |
|-----------|-------|
| Pay-online button on invoices | Every invoice you send by email or text |
| Automatic payment recording | Payments land on the invoice in WorkZen by themselves |
| Card readers (shared company pool) | Register smart readers (WisePOS E, S700) from the Card Readers section; Bluetooth readers (WisePad 3, M2) pair in the mobile app |
| Tap to Pay | Collect card-present payments from the mobile app, no reader needed |
| Direct payouts | Stripe deposits to your bank on its payout schedule |
## Passing fees to your clients
Card processing costs money. In **Payment Settings** on the Stripe page you can flip **Pass processing fees to customer**: a processing fee is added to the invoice total at checkout, your client pays it, and you receive the full invoice amount. The fee percentage is adjustable up to the maximum shown for your region.
Surcharging rules vary by region and card brand. Check what is allowed where you operate before turning this on.
## If you downgrade
Online payments require an active ZenGrow or ZenAI plan. On a plan without it, charges are **paused**, not destroyed: your Stripe account stays connected, and upgrading resumes payments instantly with no reconnection.
**Steps**:
1. Open Stripe Payments settings: Go to Settings > Integrations and open Stripe Payments.
2. Connect your Stripe account: Click Connect Stripe and complete the Stripe onboarding with your business and bank details.
3. Wait for verification: Stripe reviews new accounts. This usually takes minutes but can take a few days. The page shows Pending Verification until it clears.
4. Send an invoice: Once the status shows Connected, invoices you send include online card payment, and completed payments record themselves in WorkZen.
**FAQ**:
Q: How long does Stripe verification take?
A: Usually a few minutes, occasionally up to a few days for new accounts. WorkZen shows Pending Verification until Stripe finishes; you can accept payments as soon as it flips to Connected.
Q: Where does the money go?
A: Directly to the bank account you provide during Stripe onboarding. WorkZen never holds your funds; Stripe deposits them on its payout schedule.
Q: Can my clients cover the processing fee?
A: Yes. Turn on "Pass processing fees to customer" in Payment Settings and choose how much of the fee to pass, up to the maximum shown. The fee is added at checkout, so you receive the full invoice amount.
Q: What happens if I downgrade my plan?
A: Charges are paused but your Stripe account stays connected. Upgrade again and payments resume without reconnecting anything.
Q: Do refunds go through WorkZen?
A: Yes. Refund a card payment from the invoice in WorkZen and it processes through Stripe. See the refunds article for the full flow.
---
# How to connect Zoho Books to WorkZen
**Category**: Integrations
**URL**: https://www.workzen.io/en/help/integrations/connect-zoho-books/
**Updated**: 2026-08-07
**App area**: Settings > Integrations > Zoho Books
**Available on plans**: zengrow, zenai
**Short answer**: Go to Settings > Integrations > Zoho Books and click Connect Zoho Books. Authorize WorkZen on the Zoho page you're redirected to, and from then on your clients, invoices, estimates, and payments push to Zoho Books automatically as you create and update them.
**Answers the questions**:
- Does WorkZen integrate with Zoho Books?
- How do I sync invoices to Zoho Books?
- Is the Zoho Books sync two-way?
If your accountant lives in Zoho Books, this integration ends double entry: run the business in WorkZen and your financial records appear in Zoho Books on their own.
## Connect your account
1. Go to **Settings > Integrations** and open **Zoho Books**.
2. Click **Connect Zoho Books**.
3. You are redirected to Zoho to sign in and authorize access, then brought back to WorkZen.
The page then shows **Connected** with your Zoho **Organization** and **Data center**, plus **Test connection** to verify it any time and **Open Zoho Books** for quick access.
## What syncs
| Record | Direction | When |
|--------|-----------|------|
| Clients | WorkZen to Zoho Books (as contacts) | Automatically, as created or updated |
| Invoices | WorkZen to Zoho Books | Automatically, as created or updated |
| Estimates | WorkZen to Zoho Books | Automatically, as created or updated |
| Payments | WorkZen to Zoho Books (against their invoices) | Automatically, as recorded |
**One-way, WorkZen to Zoho Books.** Edits made inside Zoho Books do not come back to WorkZen, and the Zoho copy is overwritten the next time that record syncs. WorkZen is the source of truth; Zoho Books is the ledger.
## Disconnecting
**Disconnect** on the integration page stops the sync. Records already in Zoho Books stay there, nothing in WorkZen changes, and reconnecting later picks up where you left off.
**Steps**:
1. Open the Zoho Books integration page: Go to Settings > Integrations and open Zoho Books.
2. Connect and authorize: Click Connect Zoho Books. You are redirected to Zoho to sign in and approve access, then returned to WorkZen.
3. Work normally: Clients, invoices, estimates, and payments push to Zoho Books automatically as you create and update them.
**FAQ**:
Q: Is the sync two-way?
A: No. It is one-way, WorkZen to Zoho Books. Do the work in WorkZen and read your books in Zoho; changes made inside Zoho Books do not flow back.
Q: Which Zoho data center does it use?
A: Whichever your Zoho organization lives in. After connecting, the integration page shows your organization name and data center so you can confirm it linked the right one.
Q: What happens when I disconnect?
A: Syncing stops. Everything already synced stays in Zoho Books, your WorkZen data is untouched, and you can reconnect any time.
Q: Can I use Zoho Books and QuickBooks at the same time?
A: Pick one. Two accounting systems receiving the same records is how books stop matching; connect the one your accountant actually uses.
---
# What syncs between WorkZen and QuickBooks
**Category**: Integrations
**URL**: https://www.workzen.io/en/help/integrations/quickbooks-what-syncs/
**Updated**: 2026-08-07
**App area**: Settings > Integrations > QuickBooks Online
**Available on plans**: zengrow, zenai
**Short answer**: WorkZen pushes clients, invoices, estimates, and payments to QuickBooks Online automatically, about five minutes after you stop editing a record. Sync is one-way: WorkZen is the source of truth, and changes made in QuickBooks do not flow back into WorkZen.
**Answers the questions**:
- What data syncs to QuickBooks?
- How long does QuickBooks sync take?
- Is WorkZen QuickBooks sync two-way?
- Why did my invoice fail to sync to QuickBooks?
- If I edit an invoice in QuickBooks does it update WorkZen?
Once QuickBooks is [connected](/en/help/integrations/connect-quickbooks/), you never trigger a sync by hand for day-to-day work. This article is the reference for what crosses over, how fast, and what to do when something does not.
## What syncs
| Record | Direction | When |
|--------|-----------|------|
| Clients | WorkZen to QuickBooks (as Customers) | Automatically, when created or changed |
| Invoices | WorkZen to QuickBooks | Automatically, when created or changed |
| Estimates | WorkZen to QuickBooks | Automatically, when created or changed |
| Payments | WorkZen to QuickBooks | Automatically, when recorded or changed |
**Sync is one-way.** WorkZen is the source of truth: it pushes to QuickBooks, and nothing flows back. An invoice edited inside QuickBooks does not update in WorkZen, and the QuickBooks version will be overwritten the next time that invoice syncs. The rule of thumb: do the work in WorkZen, read the books in QuickBooks.
## How fast it syncs
WorkZen waits until you finish editing before it pushes, so QuickBooks never receives half-edited records. A record syncs about **five minutes after its last change**. The integration page shows this live: a "changes waiting to sync" banner with an "Auto-sync in ~X minutes" countdown.
In a hurry? Click **Sync Now** on the integration page to push everything pending immediately.
Two safety nets run every night: a health check validates your tax mappings and connection token, and a catch-up job finds any record that slipped through without syncing and pushes it.
## Reading the sync status
The integration page counts every record in three buckets:
| Status | Meaning | What to do |
|--------|---------|------------|
| Synced | In QuickBooks and up to date | Nothing |
| Pending | Changed recently, waiting for the auto-sync | Wait a few minutes, or click **Sync Now** |
| Failed | QuickBooks rejected it, or validation blocked it | Fix the cause, then click **Retry Failed** |
## Fixing failed syncs
The two common causes, in order of likelihood:
**Unmapped tax rates.** WorkZen validates every invoice before pushing. An invoice using a tax rate with no QuickBooks tax code mapping is blocked, not sent, so your books never receive wrong tax data. Open **Tax Mappings** on the integration page, complete the mapping (create the tax code in QuickBooks first if it does not exist, then **Refresh**), and hit **Retry Failed**.
**Duplicate client names.** QuickBooks requires every customer to have a unique display name. When two WorkZen clients share one, WorkZen automatically tries variants built from the client's phone or email. If none is unique either, the sync fails with a clear message: merge or rename the duplicate clients in WorkZen, then retry.
After any fix, you do not need to hunt down the affected records. **Retry Failed** on the integration page re-pushes everything that failed, and the counter on the button tells you how many that is.
**FAQ**:
Q: I edited an invoice in QuickBooks. Will WorkZen update?
A: No. Sync is one-way from WorkZen to QuickBooks. Make your edits in WorkZen and they push to QuickBooks; edits made in QuickBooks stay in QuickBooks and will be overwritten if that record syncs again.
Q: Do my old records sync when I first connect?
A: Records you create or edit after connecting sync automatically. A nightly catch-up job also finds anything created since connection that missed its sync and pushes it.
Q: Why is my invoice marked as blocked?
A: WorkZen validates every invoice before pushing it. The usual cause is a tax rate that is not mapped to a QuickBooks tax code. Complete the mapping under Tax Mappings on the integration page, then use Retry Failed.
Q: Why does a client fail with a duplicate name error?
A: QuickBooks requires unique customer display names. If several WorkZen clients share a name, WorkZen tries variations using their phone or email to make them unique. If it still cannot find one, merge or rename the duplicate clients in WorkZen, then retry.
Q: Can WorkZen import my payments from QuickBooks?
A: Not currently. Record payments in WorkZen and they push to QuickBooks. A payment recorded directly in QuickBooks does not appear in WorkZen.
---
# Use webhooks to connect WorkZen to other tools
**Category**: Integrations
**URL**: https://www.workzen.io/en/help/integrations/use-webhooks/
**Updated**: 2026-08-07
**App area**: Settings > Integrations > Webhooks
**Available on plans**: zengrow, zenai
**Short answer**: Go to Settings > Integrations > Webhooks, click Add Webhook, enter your endpoint URL, and pick the events to subscribe to. WorkZen then sends a signed HTTP POST to your URL in real time whenever those events happen, with automatic retries and a delivery log.
**Answers the questions**:
- Does WorkZen have webhooks?
- How do I connect WorkZen to Zapier or Make?
- How do I verify a WorkZen webhook signature?
- Why did my webhook stop receiving events?
Webhooks are how WorkZen talks to the rest of your stack in real time: a lead comes in and your Slack channel pings, an invoice gets paid and your spreadsheet updates, all through Zapier, Make, or your own code, with no polling.
## Create a webhook
1. Go to **Settings > Integrations > Webhooks** (requires the Manage Integrations permission).
2. Click **Add Webhook**.
3. Enter the **Endpoint URL** that should receive events, and optionally a description ("Zapier production hook").
4. Under **Subscribed Events**, pick individual events or select whole categories.
5. Click **Create Webhook**, then copy the **Signing Secret** it shows you.
Click **Send Test** on the new endpoint to fire a test event and confirm your receiver responds.
## Available events
| Category | Events |
|----------|--------|
| Leads | `lead.created`, `lead.status_changed`, `lead.converted` |
| Clients | `client.created` |
| Jobs | `job.created`, `job.status_changed`, `job.completed` |
| Estimates | `estimate.created`, `estimate.sent`, `estimate.accepted`, `estimate.declined` |
| Invoices | `invoice.created`, `invoice.sent`, `invoice.paid`, `invoice.overdue` |
| Payments | `payment.received` |
Each delivery is an HTTP POST with a JSON payload describing the event and the record it concerns.
## Verify the signature
Every delivery includes an `X-WorkZen-Signature` header:
```
X-WorkZen-Signature: sha256=
```
It is an HMAC-SHA256 of the raw request body, keyed with your endpoint's signing secret. Recompute it on your side and compare before trusting the payload. **Rotate Secret** generates a new secret whenever you need one; update your receiver at the same time, since old-secret signatures stop matching immediately.
Treat the signing secret like a password. Anyone holding it can forge events that pass your verification.
## Delivery, retries, and the log
- **Retries**: a failed delivery is retried up to 4 total attempts with increasing delays (10 seconds, 1 minute, 10 minutes).
- **Auto-disable**: after 10 consecutive failures, the endpoint is disabled and you get a notification, so fix the receiver, then flip it back to **Active**.
- **Delivery Log**: every endpoint keeps a log of recent deliveries with the full payload, response status, and a manual retry button, which makes debugging a misbehaving receiver refreshingly boring.
## Zapier and Make
Both work out of the box: create a "catch webhook" trigger there, paste the URL it gives you into a WorkZen webhook, and subscribe to the events you care about. From there, your automation platform takes over.
**Steps**:
1. Create the endpoint: Go to Settings > Integrations > Webhooks, click Add Webhook, and enter the URL that should receive events.
2. Pick your events: Subscribe to individual events or whole categories (leads, clients, jobs, estimates, invoices, payments).
3. Save the signing secret: Copy the signing secret shown after creation and use it to verify the X-WorkZen-Signature header on every delivery.
4. Send a test: Click Send Test to fire a test event at your endpoint and confirm it responds successfully.
**FAQ**:
Q: How many webhook endpoints can I create?
A: One endpoint on ZenGrow, five on ZenAI.
Q: How do I verify that a delivery really came from WorkZen?
A: Every delivery carries an X-WorkZen-Signature header in the form sha256=hexdigest, an HMAC-SHA256 of the raw request body using your endpoint's signing secret. Compute it on your side and compare.
Q: What happens if my endpoint is down?
A: WorkZen retries each delivery up to 4 times with increasing delays (10 seconds, 1 minute, 10 minutes). Failed deliveries stay in the Delivery Log where you can retry them manually.
Q: Why was my webhook disabled automatically?
A: After 10 consecutive failed deliveries, WorkZen disables the endpoint and notifies you, so a dead URL doesn't queue failures forever. Fix the endpoint, then reactivate it.
Q: What does rotating the secret do?
A: It generates a new signing secret immediately. Deliveries keep flowing, but your integration will fail signature checks until you update it with the new secret.
---
# How To Create And Send An Invoice in WorkZen
**Category**: Invoices & Payments
**URL**: https://www.workzen.io/en/help/invoices-payments/create-and-send-invoice/
**Updated**: 2026-08-07
**Video**: https://www.youtube.com/watch?v=sfWD5XFBxAw
**App area**: Invoices > New Invoice
**Short answer**: Go to Invoices, click New Invoice, pick the client, and add your line items. Then click Send Invoice to email it; if Stripe is connected, the client can pay online right from the invoice.
**Answers the questions**:
- How do I create an invoice?
- How do I send an invoice to a client?
- Can my client pay an invoice online?
- What do the invoice statuses mean?
- Is there a draft invoice in WorkZen?
Unbilled jobs are interest-free loans you didn't agree to give. Sending the invoice the same day the work wraps up is the biggest cash flow win in a service business, and in WorkZen it takes about two minutes.
## Create the invoice
Go to **Invoices** and click **New Invoice**. Pick the client in the **Create New Invoice** modal (or use **or create a new client**), then click **Create Invoice**. You can also create invoices from a job's Finance tab, or by [converting an accepted estimate](/en/help/estimates/convert-estimate-to-invoice/).
New invoices start as **Unsent**. There is no separate draft state; until you send it, you can edit everything freely.
If the invoice was created from a job that has a PO number, the PO is copied onto the invoice automatically. Edit it in the invoice's Client Details section; changes there apply only to that invoice.
## Add line items
In the **Line Items** section, click **Add Item**. The picker has four tabs: **Browse** your price book, **Search** it, **Custom** for a one-off line, and **Packages**. Pick a package and every item in the bundle lands on the invoice in one click, quantities and prices included.
Build packages once on the Price Book page and stop re-typing the same five lines on every install.
## Send it by email
Click **Send Invoice**. The send modal is pre-filled with the client's **Email Address** and a **Message** you can edit. You can enter several addresses separated by commas. Sending flips the status to **Sent** and the client gets a link to a live invoice page.
New companies verify a phone number by text before emailing documents. You'll see a banner ("Verify your phone by text to send invoices and estimates to clients"), enter the code once, and you're cleared to send from then on.
## What your client sees
The invoice your client opens has **Print**, **Download PDF**, and **Share** buttons. If your company has [Stripe connected](/en/help/integrations/connect-stripe-payments/), it also offers **Pay with Card** and, when enabled, **Pay by Bank**. Online payments update the invoice balance automatically, and WorkZen records when the client opens the invoice.
## Invoice statuses
| Status | Meaning | What you can do |
|--------|---------|-----------------|
| **Unsent** | Created, the client hasn't received it | Edit freely, send, delete |
| **Sent** | Emailed to the client | Record payments, resend |
| **Partially Paid** | Some money received, balance remains | Record more payments |
| **Paid** | Fully paid | View, refund |
| **Overdue** | Past the due date with a balance owing | Record payments, resend |
| **Void** | Cancelled, no longer payable | View only; totals excluded from reports |
Once the money arrives, [record the payment](/en/help/invoices-payments/record-a-payment/) so the status and your books stay honest.
**Steps**:
1. Create the invoice: Go to Invoices, click New Invoice, and select the client. You can also create one from a job or convert an estimate.
2. Add line items: In the Line Items section, click Add Item and pick items from Browse, Search, Custom, or Packages.
3. Send it: Click Send Invoice, confirm the email address and message, and send. The status changes from Unsent to Sent.
**FAQ**:
Q: Is there a draft invoice status?
A: No. New invoices start as Unsent, which works the same way. You can edit freely until you send.
Q: Can I send an invoice by text message?
A: Invoices are sent by email from WorkZen. You can also click Share on the client-facing invoice to copy the link and deliver it any way you like.
Q: How does my client pay online?
A: If your company has Stripe connected, the invoice your client opens shows Pay with Card and, when enabled, Pay by Bank. Payments recorded this way update the invoice balance automatically.
Q: Can I cancel an invoice?
A: Yes. Open the invoice and choose Void. A voided invoice is no longer payable and its totals are excluded from reports. If it has payments, refund or delete them first.
Q: Who can create and send invoices?
A: Creating and editing requires the Manage Invoices permission, and sending requires Send Invoices. Admins have both by default.
---
# Control what invoices and estimates show clients
**Category**: Invoices & Payments
**URL**: https://www.workzen.io/en/help/invoices-payments/customize-document-appearance/
**Updated**: 2026-08-07
**App area**: Settings > Document Appearance
**Available on plans**: zengrow, zenai
**Short answer**: Go to Settings > Document Appearance and toggle what each line item shows on your invoices and estimates: item photo, description, item code, quantity, and per-item prices. Hiding per-item prices still shows the full totals block, subtotal, discount, tax, and amount due.
**Answers the questions**:
- How do I hide item prices on an invoice?
- How do I show product photos on estimates?
- Can I remove SKUs from client documents?
- How do I send a lump-sum quote?
Some shops sell itemized and transparent; others quote a lump sum and keep the math in-house. Document Appearance makes that a setting instead of an argument: one page controls what every invoice and estimate line shows your clients.
## The toggles
Go to **Settings > Document Appearance** and flip what each line item displays:
| Toggle | Shows |
|--------|-------|
| **Item image** | The product photo from your price book next to each line |
| **Item description** | The description under each item name |
| **Item code** | Your internal item code (SKU) on each line |
| **Quantity** | How many of each item |
| **Prices per item** | Unit price, tax, and line total on each row |
Changes apply to your invoices and estimates everywhere the client meets them, including the online approval and payment pages.
## The lump-sum look
Turning **Prices per item** off is the "one number" quote: clients see the work itemized (what's being done) but not priced line by line. The totals block always remains, subtotal, discount, tax, and the amount due, so the client is never guessing what they owe, only how it breaks down.
Pair **Item image** with a well-fed [price book](/en/help/catalogs-pricing/use-price-book/): estimates with product photos read like a proposal instead of a receipt, which is exactly the impression you want at approval time.
**FAQ**:
Q: Which documents do these settings affect?
A: Invoices and estimates, the documents with line items, everywhere the client sees them, including the online approval and payment pages.
Q: If I hide per-item prices, can the client still see what they owe?
A: Yes, always. The totals block, subtotal, discount, tax, and amount due, appears in full no matter what. Only the per-line unit price, tax, and line total disappear.
Q: Where do the item photos come from?
A: From your price book. Items with a product photo show it next to their line when the Item image toggle is on.
Q: Does this change my team's view too?
A: No. These settings shape the client-facing documents. Your team keeps seeing everything in WorkZen.
---
# How To Issue A Refund in WorkZen
**Category**: Invoices & Payments
**URL**: https://www.workzen.io/en/help/invoices-payments/issue-a-refund/
**Updated**: 2026-08-07
**Video**: https://www.youtube.com/watch?v=zK6twbzqhqg
**App area**: Payments > Detail > Issue Refund
**Short answer**: Open the payment and choose Issue Refund. Card payments taken through Stripe refund automatically through Stripe; cash and other manual payments are recorded as a refund so your books stay clean. The invoice balance updates either way.
**Answers the questions**:
- How do I refund a client?
- Can I refund a card payment?
- Can I refund part of a payment?
- What happens to the invoice when I refund?
Refunds happen. Doing them cleanly, with the right paper trail, is what separates "no big deal" from "now we have a bookkeeping problem." In WorkZen a refund is its own record, linked to the original payment, so the client, the books, and your tax return all agree.
## Where refunds live
Open the payment (from the **Payments** page or the invoice's Payments section) and click **Issue Refund** in the actions menu. The option only appears on payments that can still be refunded. Issuing refunds requires the Manage Payments permission.
The refund modal shows three numbers up front: **Original Amount**, **Already Refunded**, and **Refundable Amount**. You can never refund more than what's refundable, and partial refunds are fine; enter an amount or tick **Refund full amount**.
## Card payments vs manual payments
| Payment type | Refund option | What happens |
|--------------|--------------|--------------|
| Card paid through Stripe | **Stripe Refund** (Automatic refund) | Stripe returns the money; the client receives funds in 5 to 10 business days |
| Card paid through Stripe | **Manual Refund** (Record only) | Nothing moves; you record a refund you handled outside Stripe |
| Cash, check, e-transfer, other | Manual refund | You choose the **Refund Method**, **Refund Date**, and **Reason for Refund**; WorkZen records it |
For manual refunds, add a reference number (transaction ID or check number) so the trail is complete.
Refunds cannot be undone. The refund is recorded and the invoice balance is updated immediately.
## What happens to the invoice
The invoice recalculates automatically:
- Partial refund on a **Paid** invoice: status moves to **Partially Paid**.
- All payments fully refunded: the invoice returns to **Sent** (or **Unsent** if it was never sent), with the full balance owing again.
- The original payment shows as **Refunded** once it's fully refunded, and each refund appears as its own **Refund** record linked to it.
One practical consequence: an invoice with live payments cannot be voided. Refund (or delete) the payments first, then **Void** the invoice if you're cancelling it entirely.
**Steps**:
1. Open the payment: Go to Payments (or the invoice's Payments section) and open the payment you need to refund.
2. Choose Issue Refund: Open the payment's actions menu and click Issue Refund. The modal shows the Original Amount, Already Refunded, and Refundable Amount.
3. Pick the refund method: For Stripe card payments, choose the automatic Stripe Refund or a Manual Refund (record only). For cash and other manual payments, fill in the Refund Method, Refund Date, and Reason for Refund.
4. Confirm: Click Issue Refund. The refund is recorded against the payment and the invoice balance updates automatically.
**FAQ**:
Q: Can I refund part of a payment?
A: Yes. Enter any amount up to the Refundable Amount shown in the modal, or tick Refund full amount. You can refund the same payment more than once until it is fully refunded.
Q: How long does a Stripe refund take to reach the client?
A: The refund is processed automatically through Stripe and the client typically receives the funds in 5 to 10 business days.
Q: What happens to the invoice status?
A: A partial refund on a paid invoice moves it back to Partially Paid. Fully refunding all payments returns the invoice to Sent (or Unsent if it was never sent), so the balance shows as owing again.
Q: Does a manual refund move any money?
A: No. A manual refund is a record of money you returned outside WorkZen (cash handed back, a check mailed). Only the Stripe refund option actually moves funds.
Q: Can I undo a refund?
A: No. The refund modal warns that this action cannot be undone. The refund is recorded and the invoice balance is updated.
---
# How To Record A Payment in WorkZen
**Category**: Invoices & Payments
**URL**: https://www.workzen.io/en/help/invoices-payments/record-a-payment/
**Updated**: 2026-08-07
**Video**: https://www.youtube.com/watch?v=YLK0BPSIiCE
**App area**: Invoices > Detail > Add Payment
**Short answer**: Open the invoice and click Add Payment; choose the amount, payment method, and date. Partial payments are fine, and the invoice tracks the remaining balance until it reads Paid.
**Answers the questions**:
- How do I mark an invoice as paid?
- Can I record a partial payment?
- How do I record a cash payment?
- What payment methods does WorkZen support?
Money in your pocket isn't the same as money in your books. Recording payments against the right invoice keeps your receivables accurate and your job costing honest.
## Record a payment on an invoice
Open the invoice and click **Add Payment** in the Payments section. The form shows the invoice's current balance, and warns you if the amount you enter is an overpayment. Fill in:
- **Payment Method**: Cash, Check, Credit Card, Debit Card, E-Transfer, Bank Transfer, ACH, Wire Transfer, PayPal, Venmo, Zelle, or Other. Picking Other adds a **Specify Payment Method** field.
- **Payment Date**: when the money arrived. It cannot be in the future.
- **Reference Number**: a check number, transaction ID, or confirmation number.
- Status: **Completed** is the default. The form's helper says to use "Pending" for checks or ACH that require manual confirmation.
Partial payments are normal. Record what arrived, the invoice becomes **Partially Paid**, and the **Balance Due** updates. When recorded payments cover the total, the invoice flips to **Paid** automatically.
You can also record payments from the **Payments** page with **New Payment**, including standalone payments not tied to an invoice.
Online card payments made by your client through the invoice's Pay with Card button are recorded automatically. You only record payments manually for money that moved outside WorkZen.
## Tap To Pay With Card Readers
Taking cards in person? WorkZen supports Stripe card readers with a shared company pool. Register smart readers (WisePOS E, S700) from the Card Readers section on the Stripe Payments settings page on web, and add Bluetooth readers (WisePad 3, M2) from the mobile app, where they can be discovered over Bluetooth. Once a reader is registered, any teammate can connect to it without setting it up again, and techs collect card-present payments right from the mobile app while they're still in the driveway.
## When The Invoice Hits Zero
Fully paid invoices say so right on the page ("This invoice is fully paid"), and invoices created with nothing owing show "This invoice has a zero balance. Nothing is due." The payment actions stay visible either way, so you can still record an adjustment or a late-arriving payment without hunting for a hidden menu.
## After the payment
Every payment gets a receipt you can open with **View Receipt** or email with **Send Receipt**. If the money has to go back, see [how to issue a refund](/en/help/invoices-payments/issue-a-refund/).
**Steps**:
1. Open the invoice: Go to Invoices and open the invoice you were paid for. The Payments section shows Total Paid and Balance Due.
2. Click Add Payment: Enter the amount. The form shows the current balance so you can see exactly what's owing.
3. Pick the method and date: Choose the Payment Method and Payment Date, add a Reference Number if you have one, and save.
**FAQ**:
Q: Can I record a partial payment?
A: Yes. Record whatever amount arrived; the invoice status changes to Partially Paid and the Balance Due updates. Record the rest later and the invoice flips to Paid on its own.
Q: What payment methods can I choose from?
A: Cash, Check, Credit Card, Debit Card, E-Transfer, Bank Transfer, ACH, Wire Transfer, PayPal, Venmo, Zelle, and Other. Choosing Other asks you to specify the method.
Q: What is the Pending status for?
A: Use Pending for checks or ACH transfers that still need to clear. The form's helper text says exactly that. Mark the payment Completed once the money lands.
Q: Can I record a payment without an invoice?
A: Yes. From the Payments page, click New Payment to record a standalone payment, or link it to an invoice, client, or job.
Q: Who can record payments?
A: Recording requires the Record Payments permission (or invoice access for invoice payments). Editing, deleting, and refunding payments requires Manage Payments.
---
# How To Complete A Job in WorkZen
**Category**: Jobs & Scheduling
**URL**: https://www.workzen.io/en/help/jobs-scheduling/complete-a-job/
**Updated**: 2026-08-07
**Video**: https://www.youtube.com/watch?v=FuNOM5qyTaQ
**App area**: Jobs > Detail > Complete Job
**Short answer**: Open the job and choose Complete Job from its actions menu. The Complete Job flow warns you about pending visits and unfinished checklists, then lets you email the client a completion confirmation with the invoice and job report included. Mandatory checklists must be finished first; WorkZen blocks completion on the server until they are.
**Answers the questions**:
- How do I mark a job as completed?
- How do I close out a job?
- Why can't I complete my job?
- Does completing a job email the client?
- What happens to open visits when I complete a job?
A job that is "done in the field" but still open in the system is a job that has not been invoiced yet. The **Complete Job** flow closes it out properly: it surfaces loose ends, confirms the paperwork, and emails the client with the [invoice](/en/help/invoices-payments/create-and-send-invoice/) attached.
## Close out each visit as it happens
The cleanest completions start during the day, not after it. Each [visit](/en/help/jobs-scheduling/schedule-a-visit/) closes with one tap: **Let's Go!** when the tech heads out, **Start Visit** on arrival, **Complete** when the work is done, with an optional **Customer Signature** step right in the driveway. Notes and photos attached to visits mean the paper trail already exists when you close the job.
## Run the Complete Job flow
On the job page, open the actions menu and click **Complete Job**. (Choosing **Change Status** and **Mark Complete** opens the same flow.) It walks up to three steps:
**1. Preflight warnings.** If the job has pending or scheduled visits, WorkZen tells you how many and reminds you that completing the job will not affect them. If checklists are unfinished, you get a count and a **Click here to see the open checklists** shortcut. Both are heads-ups, with one exception below.
**2. Job report check.** The flow shows whether the job report is completed, with a **Go to Report** button if not. You can continue without it, but a finished report can be included in the client email.
The job report step and including the report in the completion email require **ZenGrow** or higher. On the free Zen plan the flow skips straight to the confirmation.
**3. Confirmation.** Toggle **Send completion confirmation to client**, then choose what rides along: the **Invoice**, the **Job Report**, and a **Custom Message** (pre-written for you, edit freely). Click **Complete Job** and you are done.
## The one hard stop: mandatory checklists
A [checklist attached as mandatory](/en/help/jobs-scheduling/use-checklists/) is a contract. If its items are unfinished, the job cannot be completed, and WorkZen enforces this on the server, not just in the interface. Finish the checklist (the flow links you straight to it), then complete the job.
## What completion means downstream
Completing sets the job's status to **Completed**, timestamps it, and records who closed it. Your schedule and reports stop counting it as open work, and if you sent the email, your client has the invoice in hand the moment the job closes. That is the whole point: no gap between "done" and "billed".
**Steps**:
1. Open the completion flow: On the job page, open the actions menu and click Complete Job.
2. Review the preflight warnings: If the job has pending visits or unfinished checklists, WorkZen shows them first with a shortcut to the open checklists. Resolve them or continue.
3. Check the job report: On ZenGrow and ZenAI plans, the flow shows whether the job report is done, with a Go to Report shortcut if it isn't.
4. Send the confirmation: Choose whether to email the client, toggle what to include (invoice, job report, custom message), and click Complete Job.
**FAQ**:
Q: Why can't I complete my job?
A: A checklist attached as mandatory must be fully completed first. WorkZen enforces this on the server, so no app or device can complete the job around it. The flow links you straight to the open checklists.
Q: What happens to pending visits when I complete the job?
A: Nothing. The flow warns you they exist, but completing the job does not touch them; they stay scheduled until you complete or cancel them yourself.
Q: Does the client have to get an email?
A: No. The send toggle is yours. If the client has no email address on file, WorkZen tells you and simply skips the email.
Q: Is the job report step on every plan?
A: No. The job report check and the option to include the report in the email require ZenGrow or higher. On the free Zen plan the flow goes straight to the confirmation step.
Q: Can I still invoice after completing the job?
A: Yes. Completion does not lock the job's Finance tab. But completing with the invoice ready means it rides along in the completion email, which is the fastest path to getting paid.
---
# How To Create A Job in WorkZen
**Category**: Jobs & Scheduling
**URL**: https://www.workzen.io/en/help/jobs-scheduling/create-a-job/
**Updated**: 2026-08-07
**Video**: https://www.youtube.com/watch?v=XZG9IW4eDW4
**App area**: Jobs > New Job
**Short answer**: Go to Jobs, click New Job, pick the client (or create one on the spot), give the job a title and job type, set the priority, and click Create Job. The job becomes the home for everything about that work: visits, checklists, files, estimates, invoices, and expenses.
**Answers the questions**:
- How do I create a job?
- What is a job in WorkZen?
- What job priorities are there?
- Can I create a client while creating a job?
- How do I put a client PO number on a job?
A job that lives only in someone's head gets forgotten, double-booked, or invoiced wrong. Creating it in WorkZen ties the client, location, schedule, checklists, and money together in one record, so nothing slips.
## Create the job
1. Go to **Jobs** and click **New Job**.
2. Pick the client under **Select a client**. No client yet? Click **New customer** and a two-step wizard creates the client first (**New Client**), then drops you into **Job Details** with that client selected.
3. If the client has more than one [property](/en/help/clients-properties/manage-client-properties/), choose the **Service Location**. The primary property is preselected.
4. Enter a **Job Title** (at least 3 characters) and pick the **Job Type**. Job types carry a color so work is recognizable at a glance; manage them in **Settings > Job Settings**.
5. Set the **Priority** and, optionally, a **Description**, **PO Number**, and internal **Notes**.
6. Click **Create Job**.
Priorities, from calmest to loudest:
| Priority | Use it for |
|----------|-----------|
| Low | Whenever-you-get-to-it work |
| Normal | The default for regular jobs |
| High | Needs attention soon |
| Urgent | Drop-everything work |
## What one job record holds
The job page is the hub for everything about the work, organized in tabs:
| Tab | What lives there |
|-----|------------------|
| **Job Information** | Title, client, location, priority, notes |
| **Finance** | Estimates, invoices, and expenses for this job |
| **Visits** | Every scheduled trip to the site ([schedule one](/en/help/jobs-scheduling/schedule-a-visit/)) |
| **Checklists** | Procedure checklists attached to the job ([how they work](/en/help/jobs-scheduling/use-checklists/)) |
| **Files** | Photos and documents |
A job moves through four statuses: **Pending** when created, **In Progress** while the work happens, then **Completed** or **Cancelled**. Completing has its own flow with a few smart checks; see [how to complete a job](/en/help/jobs-scheduling/complete-a-job/).
## Working with a client PO number
If your client issues purchase orders, put theirs in the **PO Number** field from the start. It is copied automatically onto every estimate and invoice you create from that job. No more "resend that with our PO on it" emails.
Need a different PO on a single document? Edit the PO Number on that estimate or invoice directly. Changes on a document apply only to that document; the job keeps its own PO for everything else.
**Steps**:
1. Open the job form: Go to Jobs and click New Job.
2. Pick the client: Search and select a client, or click New customer to create one right in the flow. If the client has several properties, choose the Service Location.
3. Describe the work: Enter a Job Title (at least 3 characters), pick the Job Type, and set the Priority.
4. Create it: Add a description, PO number, or internal notes if useful, then click Create Job.
**FAQ**:
Q: What priorities can a job have?
A: Low, Normal, High, or Urgent. New jobs default to Normal. Priority is a sorting and dispatching aid; it doesn't change any behavior on its own.
Q: Can I create the client and the job in one go?
A: Yes. In the New Job form, click New customer. A two-step wizard creates the client first (New Client), then continues to the Job Details step with that client already selected.
Q: What status does a new job start in?
A: Pending. From there it moves to In Progress, and ends as Completed or Cancelled.
Q: Where do the job types in the dropdown come from?
A: From Settings > Job Settings, where you create job types, give each a color, and set their order. The first job type in the list is preselected on new jobs.
Q: Does the job's PO number reach the invoice?
A: Yes. The PO number on a job is copied automatically onto every estimate and invoice created from that job. You can still edit it on an individual document without changing the job.
---
# Handle Booking Requests From the Dashboard
**Category**: Jobs & Scheduling
**URL**: https://www.workzen.io/en/help/jobs-scheduling/handle-booking-requests/
**Updated**: 2026-08-07
**Video**: https://www.youtube.com/watch?v=EINqiavXgIE
**App area**: Dashboard > Booking Requests / Bookings
**Short answer**: Booking requests from your website widget appear in the Booking Requests card on the dashboard. Click Accept to confirm one, optionally notify the client by email or text, and schedule the visit; click Reject to decline while keeping the lead in your CRM.
**Answers the questions**:
- Where do online booking requests show up?
- How do I accept a booking request?
- How do I decline a booking request?
- What happens to the lead when I accept a booking?
- Does the client get notified when I confirm a booking?
When a client books online, the clock is already ticking. WorkZen surfaces every booking request on your dashboard so nothing gets lost between "submitted" and "scheduled".
## Where booking requests come from
Booking requests are created by the booking form in your [website widget](/en/help/leads/install-website-widget/). A visitor picks a service and a preferred time, and the request arrives in WorkZen as a lead with a pending visit request attached: name, contact details, the requested job type, and the requested time frame.
Which services a visitor can pick is up to you: only job types with **Show in website widget** turned on appear in the form. Manage that in [**Settings > Job Settings**](/en/help/jobs-scheduling/job-settings/).
## Review them on the dashboard
The **Booking Requests** card on the dashboard shows pending requests, earliest requested time first, each with the requested date and time frame. Click **View all booking requests** to open the full Bookings page with search, sorting, and date filters when the card is not enough.
## Accept a request
Clicking **Accept** opens the **Confirm booking request?** modal:
1. Optionally flip **Notify client** to send a confirmation. Choose email or text; WorkZen pre-writes a friendly message with the date, time, and your company name, and you can edit every word before it goes.
2. Click **Confirm booking** (or **Confirm & send email** / **Confirm & send text**).
3. The visit scheduling modal opens next, pre-loaded with the request, so you [schedule the visit](/en/help/jobs-scheduling/schedule-a-visit/) and assign the crew in the same breath. It lands on the [Scheduler](/en/help/jobs-scheduling/use-calendar/) immediately.
Accepting also does the CRM housekeeping for you: the lead is claimed by you if it was unclaimed, marked as contacted, and gets a system comment recording who confirmed the visit and for when.
## Reject a request
Clicking **Reject** opens the **Reject booking request?** modal. The same optional notification applies, with a pre-written "we can't make that time" message you can edit, sent by email or text. The lead stays in your CRM with all its details; only the appointment is declined.
Rejecting the time does not mean rejecting the client. The pre-written message invites them to call for another slot, and since the lead is still in WorkZen, you can follow up and book them properly.
**Steps**:
1. Find the request: Open the dashboard. The Booking Requests card lists pending visit requests with the requested time frame. Click View all booking requests for the full list.
2. Accept or reject: Click Accept to confirm, or Reject to decline. Both open a modal where you can optionally notify the client by email or text with a pre-written, editable message.
3. Schedule the visit: After accepting, the visit scheduling modal opens with the request's details, so you lock the appointment into the Scheduler right away.
**FAQ**:
Q: Where do booking requests come from?
A: From the booking form in your website widget. A visitor picks a service and a time, and the request lands as a lead with a pending visit request. Only job types with Show in website widget enabled appear as choices.
Q: What happens to the lead when I accept?
A: The booking is marked accepted, the lead is claimed by you if nobody had claimed it yet, and it is marked as contacted. A system comment records who confirmed the visit and when.
Q: What happens when I reject?
A: The booking is marked rejected, but the lead stays in your CRM with all its contact details. You can still call them and offer another time.
Q: Can I notify the client by text instead of email?
A: Yes, if the lead has a phone number and your account has messaging enabled. The accept and reject modals both offer email and text, with an editable pre-written message for each.
Q: Is there a full list beyond the dashboard card?
A: Yes. The dashboard card shows the next few requests; View all booking requests opens the Bookings page with search, sorting, and date filters.
---
# How To Set Up Job Types in Job Settings
**Category**: Jobs & Scheduling
**URL**: https://www.workzen.io/en/help/jobs-scheduling/job-settings/
**Updated**: 2026-08-07
**App area**: Settings > Job Settings
**Short answer**: Go to Settings > Job Settings to manage your job types: click Add Job Type to create one with a name and color, drag to reorder the list, and use the Show in website widget toggle to control which types clients can pick when booking online.
**Answers the questions**:
- Where do I add job types?
- How do I change a job type's color?
- How do I choose which job types show in the booking widget?
- Why can't I delete a job type?
- How do I reorder job types?
Every job in WorkZen carries a job type: the label and color that says what kind of work it is. **Settings > Job Settings** is where you define them, and it also quietly controls what clients can book from your website.
## Manage your job types
Open **Settings > Job Settings**. The **Job Types** card lists every type your company handles, each with its color and three quick actions: an eye icon for widget visibility, a pencil to edit, and a trash icon to delete (when the type can be deleted).
To create one, click **Add Job Type**:
1. Enter the **Name** (required), for example "Furnace Install" or "Emergency Repair".
2. Pick a **Color**. It appears next to the type wherever jobs are created or shown, so a glance tells your team what kind of work it is.
3. Decide whether to enable **Show in website widget** (more below).
4. Click **Create**.
Editing works the same way through the pencil icon, with **Update** to save.
## Order the list deliberately
Drag job types by the grip handle to reorder them. The order here is the order your team sees in every job type picker, and the first type in the list is preselected when someone [creates a new job](/en/help/jobs-scheduling/create-a-job/). Put your bread-and-butter service on top and job creation gets one click faster for everyone.
## Control what clients can book
The **Show in website widget** toggle decides whether a job type appears as a choice when a client books from your [website widget](/en/help/leads/install-website-widget/). Accepted requests then flow through your [booking requests](/en/help/jobs-scheduling/handle-booking-requests/) on the dashboard.
Use it to keep the public menu clean: "Duct Cleaning" belongs in the widget; "Warranty Callback" and "Internal Maintenance" do not. The eye icon on each row flips visibility with one click, no dialog needed.
## Deleting a job type
Click the trash icon and confirm. Two guardrails apply:
| Rule | Why |
|------|-----|
| Protected types cannot be deleted | Some built-in types are permanent; WorkZen shows "This job type cannot be deleted" |
| The last type cannot be deleted | Every job needs a type, so at least one must always exist |
Deleting a job type cannot be undone. If you just want it out of sight, hide it from the widget instead of deleting it.
**Steps**:
1. Open Job Settings: Go to Settings > Job Settings. The Job Types card lists every type your company handles.
2. Add a job type: Click Add Job Type, enter the Name, pick a Color, and decide whether to enable Show in website widget. Click Create.
3. Arrange the list: Drag job types by the grip handle to reorder them. The first type in the list is preselected on new jobs.
4. Control widget visibility: Click the eye icon on any job type to show or hide it in your website booking widget without opening the edit dialog.
**FAQ**:
Q: What are job types for?
A: Job types group the work you do so jobs, forms, and reports can be organized by service. Every job requires one, and each type's color makes the kind of work recognizable at a glance.
Q: Why can't I delete a certain job type?
A: Some job types are protected and cannot be deleted, and you can never delete your last one; at least one job type is required. Types you created yourself can be deleted as long as another type remains.
Q: What does Show in website widget do?
A: It controls whether clients can pick that job type when booking from your website widget. Hide internal types like Warranty Callback so they never appear as a booking option.
Q: Does the order of the list matter?
A: Yes. Job types appear in this order wherever they are picked, and the first one in the list is preselected when someone creates a new job. Put your most common service on top.
Q: Is deleting a job type reversible?
A: No. The delete confirmation warns you that the action cannot be undone. If you might need the type again, hide it from the widget instead of deleting it.
---
# How To Schedule A Visit in WorkZen
**Category**: Jobs & Scheduling
**URL**: https://www.workzen.io/en/help/jobs-scheduling/schedule-a-visit/
**Updated**: 2026-08-07
**Video**: https://www.youtube.com/watch?v=Q0sfTSdWnxA
**App area**: Scheduler / Jobs > Detail > Visits
**Short answer**: Schedule a visit from the job, the Scheduler's Create new button, or a client or lead: pick the date and time, the property, and the crew. The visit lands on the Scheduler and your techs' mobile apps, then moves through its statuses, dispatched, in progress, completed, as the day happens.
**Answers the questions**:
- How do I schedule a visit?
- How do I assign a tech to a visit?
- What do the visit statuses mean?
- Can a visit exist without a job?
- How do I collect a customer signature on a visit?
Scheduling a visit isn't just "pick a time", it's tying the right tech to the right property with the right info on their phone. One flow handles all of it, and the visit then carries its own status through the day so dispatch stops being a phone-call relay race.
## Book it
Create a visit from whichever direction you're coming:
- **From a job**: the job's Visits section, the visit inherits the job, client, and property.
- **From the Scheduler**: **Create new > Visit**, or click an empty slot on the day you want.
- **From a client or lead**: schedule directly from their page.
Set the date and time, pick the property (clients can have [several](/en/help/clients-properties/manage-client-properties/)), and assign one or more team members. If a chosen tech already has a visit in that slot, WorkZen warns you and asks whether to schedule anyway, so double-bookings only happen on purpose.
The visit appears on the [Scheduler](/en/help/jobs-scheduling/use-calendar/) and on each assigned tech's mobile app immediately.
## The visit lifecycle
A visit's status follows the real day:
| Status | Meaning |
|--------|---------|
| Pending / Scheduled | Booked, not yet confirmed |
| Confirmed | Client confirmed the appointment |
| Dispatched | Tech is on the way |
| In Progress | Work started |
| Completed | Done |
| Cancelled / No Show | The messier endings, both recorded, both reversible by editing the status |
## Run the whole visit from one modal
Opening a visit gives you one-tap actions that walk the lifecycle: **Let's Go!** to dispatch, **Start Visit** when work begins, and **Complete** when it wraps, with an optional **Customer Signature** step so the client signs off on the tech's phone right in the driveway (or **Skip** if they've already left for soccer practice). Client ghosted you? **No Show**. Plans changed? **Cancel visit**, with a confirmation so nobody fat-fingers away a booking.
The modal also carries a **Notes** card for the details the next person needs and a **Files** section for photos and documents attached to the visit, so "check the photo I took" stops meaning "check my personal camera roll."
## Standalone visits and converting them
A visit doesn't need a job. Book "come take a look" against nothing, and when it turns into real work, use **Convert visit** in the modal: it becomes a lead, a client, or a client plus job, with the visit's details carried over. The estimate-first crowd converts to a lead; the "start tomorrow" crowd goes straight to client + job.
**FAQ**:
Q: Does every visit need a job?
A: No. Visits can be standalone or linked to a job, client, or lead. A standalone visit ("come look at my furnace") can later be converted, the visit modal's Convert action turns it into a lead, a client, or a client plus job, carrying the details over.
Q: What if the tech is already booked at that time?
A: WorkZen warns you, it shows how many visits that team member already has in the slot and asks whether to schedule anyway. You stay in control; it just refuses to let a double-booking happen silently.
Q: How does the customer sign off?
A: When you complete a visit, an optional Customer Signature step appears, the client signs on the tech's phone, and the signature is stored with the visit. Skip is right there when a signature isn't needed.
Q: What does cancelling a visit do?
A: The visit's status becomes Cancelled after a confirmation prompt. It is reversible, edit the visit status if plans change back.
---
# Sync your calendar with Google, Apple, Outlook
**Category**: Jobs & Scheduling
**URL**: https://www.workzen.io/en/help/jobs-scheduling/sync-your-calendar/
**Updated**: 2026-08-07
**App area**: Scheduler > Calendar Sync
**Short answer**: Open the Scheduler, click the calendar sync icon, and click Add Calendar to create a feed of your visits, tasks, and reminders. Then subscribe to the feed link in Google, Apple, or Outlook Calendar and your WorkZen schedule shows up there automatically.
**Answers the questions**:
- How do I see my WorkZen schedule in Google Calendar?
- Can I sync WorkZen with Apple Calendar or Outlook?
- How do I get my jobs on my phone's calendar?
- Can I share my team's schedule to an external calendar?
Your schedule should follow you into whatever calendar you already live in. Calendar Sync publishes your WorkZen visits, tasks, and reminders as a live feed that Google, Apple, and Outlook Calendar can subscribe to, so a change in WorkZen shows up on your phone without you touching anything.
This is one-way sync: WorkZen is the source of truth and your calendar app is the viewer. Events you create directly in Google or Apple Calendar do not flow back into WorkZen.
## Create a feed
1. Open the **Scheduler** and click the calendar sync icon in the top toolbar.
2. Click **Add Calendar**.
3. Give the feed a name, for example "My Work Schedule".
4. Under **Include in feed**, pick any combination of **Visits**, **Tasks**, and **Reminders**. At least one must stay selected.
5. Under **Scope**, choose **My items only** or **All team items**.
6. Click **Add Calendar** to create it.
The **All team items** scope requires a ZenGrow or ZenAI plan, plus the View Team Schedule permission on your role. Your own items sync on every plan, including the free one.
## Subscribe in your calendar app
Every feed card gives you three ways in:
| Method | Best for | What happens |
|--------|----------|--------------|
| **Open in Calendar** | Apple Calendar, Outlook desktop | Opens your default calendar app with a subscribe prompt |
| **Add to Google** | Google Calendar | Opens Google Calendar with the feed pre-filled |
| **QR Code** | Your phone | Scan with the camera and follow the subscribe page |
You can also click **Copy feed URL** and paste the link into any calendar app under "Subscribe to calendar" or "Add calendar by URL". The feed works with anything that speaks the standard iCal format.
Once subscribed, the **Last synced** line on the feed card shows when your calendar app last pulled it, which is a quick way to confirm the connection is alive.
## Keep it private
The feed URL is a key to your schedule: anyone holding the link can read those events, with no WorkZen login involved. Treat it like a password.
If a feed link ends up somewhere it shouldn't, click **Regenerate URL** on the feed. The old link dies immediately and you get a new one, then re-subscribe in your calendar app with the fresh link.
Deleting a feed with **Delete feed** does the same thing permanently: subscribed apps stop updating, and your data in WorkZen stays untouched.
**Steps**:
1. Open Calendar Sync: Go to the Scheduler and click the calendar sync icon in the top toolbar.
2. Add a calendar feed: Click Add Calendar, name the feed, and choose what to include (Visits, Tasks, Reminders) and whose items (yours, or the whole team's).
3. Copy the link or scan the QR code: Use Copy feed URL, or click QR Code and scan it with your phone.
4. Subscribe in your calendar app: Use Open in Calendar, Add to Google, or paste the link into any app that supports "Subscribe to calendar" by URL.
**FAQ**:
Q: How quickly do changes show up in my calendar app?
A: The feed itself is always current. How often your calendar app checks it is up to that app. Apple Calendar lets you pick a refresh interval, Outlook checks periodically, and Google Calendar can take several hours to refresh subscribed calendars.
Q: Is the feed link private?
A: Yes. Each feed has its own private tokenized URL, and only someone with that exact link can read it. If a link ever leaks, use Regenerate URL to kill the old link on the spot and get a fresh one.
Q: How many feeds can I create?
A: Up to 10 per user. Most people need one or two, for example one personal feed and one team feed.
Q: What happens when I delete a feed?
A: The URL stops working immediately and any calendar app subscribed to it stops receiving updates. Your WorkZen data is not affected.
Q: Why can't I select "All team items"?
A: The team scope needs two things, the View Team Schedule permission on your role, and a ZenGrow or ZenAI plan. Without either, the option is disabled with a tooltip explaining which one is missing.
---
# How to use tasks and reminders
**Category**: Jobs & Scheduling
**URL**: https://www.workzen.io/en/help/jobs-scheduling/tasks-and-reminders/
**Updated**: 2026-08-07
**App area**: Scheduler > Create new
**Short answer**: Use Create new on the Scheduler to add a task (an internal to-do with an assignee and priority) or a reminder (a timed nudge that notifies you by push, SMS, or email, optionally linked to a job, client, or lead). Both live on the Scheduler next to your visits.
**Answers the questions**:
- How do I create a task in WorkZen?
- How do I set a reminder to call a client back?
- Can reminders notify me by SMS?
- What is the difference between a task and a reminder?
Visits get all the attention, but half of running a service business is the work between visits: order the parts, call the client back, send the quote. Tasks and reminders put that work on the same Scheduler as everything else, so it stops living in your head.
## Tasks: internal to-dos
A task is work without a client appointment: assign it to a team member, give it a priority (Low to Urgent), and schedule it. It shows on the Scheduler alongside visits, filtered any time with the type filter.
Tasks have a lifecycle like visits do, just simpler: **Start Task** when someone picks it up, **Mark Complete** when it's done. Priorities make the Timeline view an honest picture of each person's real load, not just their drive time.
## Reminders: nudges that fire
A reminder is a moment in time with a notification attached:
1. On the Scheduler, choose **Create new > Reminder**.
2. Pick a reminder type, **Callback**, **Follow up**, **Send quote**, **Order parts**, **Internal note**, or **Other**, so the intent is readable at a glance.
3. Optionally link it to a **job, client, or lead**; the reminder then carries its context and the record is one click away when it fires.
4. Set when to **Notify** and, if you want a heads-up, **Notify Before** (15 or 30 minutes, or 1 hour early).
5. Choose the channel: **Push**, **SMS**, or **Email**.
When it fires, deal with it honestly: **Mark Complete** when handled, snooze it when later is true, or **Dismiss** when it no longer matters. The reminder shows its notification status, including sent and snoozed-until, so nothing silently evaporates.
The pairing that closes deals: claim a lead, then immediately create a **Follow up** reminder linked to it, with SMS notification. The lead can't fall through the cracks, because your phone won't let it.
## Where they show up
Tasks and reminders live on the [Scheduler](/en/help/jobs-scheduling/use-calendar/) next to visits, respect the same team visibility rules, and can be included in your [external calendar feeds](/en/help/jobs-scheduling/sync-your-calendar/), each type is a checkbox on the feed.
**FAQ**:
Q: When should I use a task instead of a reminder?
A: A task is work someone does ("pick up the condenser"), it has an assignee, a priority, and gets started and completed. A reminder is a nudge at a moment in time ("call Mrs. Chen at 2"), its job is to notify you, then be completed, snoozed, or dismissed.
Q: How do reminder notifications arrive?
A: By push, SMS, or email, your choice per reminder. You set the notify time and optionally an early warning (15 or 30 minutes, or 1 hour before).
Q: Can I link a reminder to a lead or client?
A: Yes, link it to a job, client, or lead, and the reminder shows its context when it fires, with the record one click away. Reminder types like Callback, Follow up, Send quote, and Order parts keep the intent obvious.
Q: Who can manage tasks and reminders?
A: Creating and deleting them requires the Manage Tasks or Manage Reminders permission respectively (visits need Manage Team Schedule). Viewing follows the scheduler rule, your own items always, the team's with View Team Schedule.
Q: Do tasks and reminders sync to my external calendar?
A: Yes. Calendar feeds let you include visits, tasks, and reminders, each type is a checkbox when you create the feed.
---
# Track equipment with Bluetooth beacons
**Category**: Jobs & Scheduling
**URL**: https://www.workzen.io/en/help/jobs-scheduling/track-equipment-with-beacons/
**Updated**: 2026-08-07
**App area**: Settings > Trackers
**Short answer**: Attach a registered BLE beacon to any piece of equipment or vehicle, and your team's WorkZen mobile apps detect it as they work, reporting when and where it was last seen. Manage your beacons under Settings > Trackers; beacons are added to your account by WorkZen support.
**Answers the questions**:
- How do I track my tools and equipment?
- Does WorkZen have vehicle tracking?
- What are trackers in WorkZen?
- Why does my tracker show offline?
The compressor is either in the warehouse, in Dave's truck, or at Tuesday's job site, and asking costs twenty minutes. Beacon trackers answer it from a screen: small Bluetooth (BLE) tags attached to gear and vehicles, spotted automatically by your team's phones as they work.
## How it works
There's no per-tracker SIM card or charging ritual. Each beacon broadcasts over Bluetooth, and every WorkZen mobile app in range logs a sighting with GPS coordinates, in passing, while your techs do their normal day. The more your crew moves, the fresher your picture of where everything is.
## Managing your trackers
Beacons are registered to your company by WorkZen support (contact support to add them). Once registered, they live under **Settings > Trackers**, where each beacon shows:
| Field | Meaning |
|-------|---------|
| **Online / Offline** | Whether a team phone has detected it recently |
| Signal | **Excellent**, **Good**, or **Weak** at last sighting |
| Last seen | When, how far ("{X} m away"), and which team member's phone saw it |
Rename each beacon to what it's attached to ("Trailer 2", "Ridgid press") and use the enable/disable toggle to pause tracking on any of them.
Active beacons with GPS coordinates also appear on the map, so "where's the trailer" is a glance, not a group text.
Name beacons after the asset, not the beacon ("Generator, big" beats "Beacon 07"). Six months from now, nobody remembers which number was on the trailer.
**FAQ**:
Q: How do I get beacons?
A: Beacons are registered to your company by WorkZen support. Contact support to add trackers to your account; once registered, they appear under Settings > Trackers where you rename and manage them.
Q: How does the location tracking actually work?
A: Passively. Your team's WorkZen mobile apps detect nearby beacons over Bluetooth as techs go about their day and report each sighting with GPS coordinates. No cellular plan or charging schedule per tracker; the crew's phones are the network.
Q: What does Online or Offline mean?
A: Online means a team member's phone has detected the beacon recently. Offline means nobody has been in Bluetooth range lately, which usually just means the gear is somewhere your team is not.
Q: Can I turn off tracking for one beacon?
A: Yes, each tracker has an enable/disable toggle on the Trackers page.
---
# How To Use The Scheduler in WorkZen
**Category**: Jobs & Scheduling
**URL**: https://www.workzen.io/en/help/jobs-scheduling/use-calendar/
**Updated**: 2026-08-07
**Video**: https://www.youtube.com/watch?v=wTIqgi5UlKo
**App area**: Scheduler
**Short answer**: The Scheduler is your team's shared calendar. It holds three kinds of items, visits, tasks, and reminders, in day, week, month, and timeline views. Drag to reschedule or reassign, click to open, and use Create new to add any of the three.
**Answers the questions**:
- How do I use the WorkZen calendar?
- How do I reschedule a visit?
- What is the difference between a visit, a task, and a reminder?
- How do I see my whole team's schedule?
A whiteboard works fine until it doesn't, usually right before a client calls asking where their tech is. The Scheduler is one shared, color-coded view of everything your team has committed to, and it holds more than visits.
## Three kinds of items
| Item | What it is | Example |
|------|-----------|---------|
| **Visit** | Scheduled work at a location, with a crew and a status that follows the day | "Furnace install, 9 to 12, Dave + Maria" |
| **Task** | Internal to-do with an assignee and priority, no client appointment involved | "Pick up condenser from supplier" |
| **Reminder** | A time-based nudge that notifies you, optionally linked to a job, client, or lead | "Call Mrs. Chen back about the quote" |
Use **Create new** in the Scheduler to add any of the three, and the type filter to view **All**, **Visits**, **Reminders**, or **Tasks**. Visits carry the schedule; tasks and reminders get their own article: [tasks and reminders](/en/help/jobs-scheduling/tasks-and-reminders/).
## Views
Switch between **Day**, **Week**, **Month**, and **Timeline** at the top. Day and Week are the dispatch workhorses; Month is for load planning; Timeline lays team members side by side so you can spot who's overloaded and who's free at a glance. **Today** snaps you back to now, and the team member filter narrows any view to the people you're dispatching.
Seeing the whole team requires the View Team Schedule permission; techs without it see their own schedule only.
## Drag, drop, and the conflict cop
The Scheduler is direct-manipulation:
- **Drag an item** to a new time or team member; a confirmation shows the change ("New time", "Team member") before it commits, and you can also unassign from there.
- **Drag an edge** to resize a visit; the Scheduler confirms the new duration before saving.
- **Double-booking warning**: dropping a visit onto a busy tech pops "This team member already has N visits at that time. Schedule anyway?", so overlaps happen on purpose or not at all.
## Dispatch without leaving the calendar
Click any visit and the visit modal opens with one-tap status actions: **Let's Go!** to dispatch, **Start Visit** when the tech begins, **Complete** when it's done (with an optional Customer Signature step), plus No Show and Cancel for the messier days. Statuses update instantly for everyone watching the calendar, so "where's Dave?" gets answered by the screen instead of a group text. The modal carries the visit's Notes and Files too; dispatcher and tech read from the same page.
The **Calendar Sync** button in the toolbar feeds all of this into Google, Apple, or Outlook Calendar: [set up calendar sync](/en/help/jobs-scheduling/sync-your-calendar/).
**FAQ**:
Q: Whose schedule do I see?
A: Your own items always. Seeing the whole team's schedule requires the View Team Schedule permission; without it, the Scheduler shows only what is yours.
Q: What happens if I double-book a tech?
A: The Scheduler warns you, showing how many visits that team member already has at that time, and asks whether to schedule anyway. Deliberate overlaps are allowed; accidental ones get caught.
Q: Can I change a visit's length by dragging?
A: Yes. Drag the edge of a visit to resize it and the Scheduler asks you to confirm the new time before saving.
Q: Can I see the schedule in my Google or Apple calendar?
A: Yes, the Calendar Sync button in the Scheduler's toolbar creates live feeds for external calendar apps. See the calendar sync article.
---
# How To Use Checklists in WorkZen
**Category**: Jobs & Scheduling
**URL**: https://www.workzen.io/en/help/jobs-scheduling/use-checklists/
**Updated**: 2026-08-07
**Video**: https://www.youtube.com/watch?v=FDLCK9eNnp0
**App area**: Checklists / Jobs > Detail > Checklists
**Short answer**: Create a checklist template under Checklists (or generate one with AI), then attach it to a job from the job's Checklists section. Your team checks items off on site, and a checklist marked as mandatory must be completed before the job can be closed.
**Answers the questions**:
- How do I add a checklist to a job?
- Can WorkZen generate checklists with AI?
- How do I require a photo on a checklist step?
- How many checklists can I create on my plan?
- Why can't I complete my job?
Skipped steps create callbacks, and callbacks eat profit. Checklists lock in your standard procedure for every kind of work, so the right thing gets done the same way every time, by everyone, with proof attached.
Checklists in WorkZen are **templates**: you build one per procedure ("Furnace maintenance", "Post-install cleanup"), then attach it to any number of jobs. Each job gets its own copy, so checking items off or tweaking steps on one job never affects the template or any other job.
## Build a checklist template
1. Go to **Checklists** and click **New Checklist**.
2. Name it, and optionally add a description so your team knows what it's for.
3. Click **Add Item** for each step. Give it a name and, if useful, a description.
4. Drag items to reorder them.
5. Click **Create Checklist**.
Each item has two switches worth knowing:
| Setting | What it does |
|---------|--------------|
| **Required step** vs **Optional step** | Required items are marked with an asterisk and count toward mandatory completion |
| **Require attachment** | The item needs a file to be considered done, for example "attach a photo of the installed unit". You can describe exactly what to attach. |
**Require attachment** is the callback killer. "Photo of the finished work" as a required step means the proof exists before the truck leaves the driveway.
## Generate one with AI
At the top of the create page, the AI bar offers **Try AI Assistant**. Describe the task, for example "Create a checklist for HVAC maintenance inspection", click **Generate Checklist**, and a complete checklist with items appears in the editor. Edit it like anything hand-made; it's a starting point, not a commitment.
The AI Checklist Assistant requires the **ZenAI** plan. Building checklists manually works on every plan, within your plan's template limit: 3 templates on Zen (free), 10 on ZenGrow, unlimited on ZenAI.
## Attach it to a job
1. Open the job and find the **Checklists** section.
2. Click **Attach a checklist** and pick a template.
3. Decide whether to **Mark as mandatory**, then click **Attach**.
The template's items are copied onto the job. Removing an attached checklist removes only the job's copy; the template is untouched.
## Mandatory checklists: the completion gate
A checklist attached as mandatory is a contract: **the job cannot be completed while its items are unfinished**. WorkZen enforces this on the server, not just in the interface, so there is no way around it from any device.
When someone tries to complete a job with an incomplete mandatory checklist, the Complete Job flow shows a preflight warning with a count of unfinished checklists and a shortcut straight to the job's Checklists tab.
## Completing checklists in the field
Your team opens the job on web or in the mobile app, ticks items off as the work happens, and attaches photos where an item requires one. Progress is visible on the job in real time, so a dispatcher can see "7 of 9 done" without calling anyone.
Checking items off requires the Complete Checklists permission (technicians have it by default). Creating and editing templates requires Manage Checklists.
**Steps**:
1. Create a template: Go to Checklists, click New Checklist, name it, and add your items. Mark steps as required or optional, and add attachment requirements where you need proof.
2. Attach it to a job: On the job's Checklists section, click Attach a checklist, pick the template, and decide whether to mark it as mandatory.
3. Complete it on site: Your team checks off items from the job on web or mobile as the work gets done, attaching photos where required.
**FAQ**:
Q: How many checklist templates can I create?
A: The free Zen plan includes 3 templates, ZenGrow includes 10, and ZenAI is unlimited. When you hit your plan's limit, the New Checklist flow tells you and offers an upgrade.
Q: Is the AI checklist generator on my plan?
A: AI checklist generation requires the ZenAI plan. Building checklists by hand works on every plan.
Q: If I edit a checklist on a job, does the template change?
A: No. Attaching copies the template's items onto the job, so per-job edits never touch the template, and template edits never rewrite checklists already attached to jobs.
Q: What does marking a checklist as mandatory do?
A: The job cannot be completed while a mandatory checklist has unfinished items. The Complete Job flow warns you and links straight to the job's checklists.
Q: Who can create and who can complete checklists?
A: Creating, editing, and attaching checklists requires the Manage Checklists permission. Checking items off requires Complete Checklists, which technicians have by default.
---
# How To Claim And Manage A Lead in WorkZen
**Category**: Leads
**URL**: https://www.workzen.io/en/help/leads/claim-and-manage-leads/
**Updated**: 2026-08-07
**Video**: https://www.youtube.com/watch?v=WIj8QY61wPg
**App area**: Leads > Detail > Claim Lead
**Short answer**: Open the lead and click Claim Lead. The lead's status changes to Assigned with your name on it, so teammates stop double-chasing. Reassign it later from the Actions menu if it should belong to someone else.
**Answers the questions**:
- How do I claim a lead?
- How do I assign a lead to a rep?
- Why do multiple reps see the same lead?
- What do the lead statuses mean?
- How do I reassign a lead to someone else?
When everyone owns a lead, no one owns the lead. WorkZen's claim system creates clear ownership, surfaces unclaimed opportunities, and shows who's actually closing. This walkthrough covers claiming leads and managing them through to a yes.
## New leads, front and center
Your dashboard includes a **New Leads** module showing the most recent leads waiting to be claimed, with a **View all leads** link when the queue runs deeper. Nobody has to remember to check the leads page; the unclaimed ones stare at you the moment you log in.
## Claim a lead
Open the lead and click **Claim Lead** (it appears on any lead that is still **New** and unclaimed). Claiming does three things:
1. The status flips to **Assigned** with your name on it.
2. WorkZen records the response time, from arrival to claim.
3. Teammates get a "Lead Claimed" notification, so nobody double-calls.
There is also a shortcut: clicking the lead's email or phone number to reach out logs the contact and, if the lead was unclaimed, claims it for you in the same action.
Your company can turn on **Require claiming to view details** in [Lead Settings](/en/help/leads/lead-settings/). With it on, an unclaimed lead shows a locked "Unclaimed Lead" view; contact details, messages, and files stay hidden until someone commits by claiming.
## Lead statuses
| Status | Meaning | What you can do |
|--------|---------|-----------------|
| **New** | Just arrived, nobody owns it | Claim it, edit, archive |
| **Assigned** | Claimed by a teammate | Work it: visits, estimates, then convert to a client |
| **Converted** | Became a client | View the linked client profile |
| **Merged** | Folded into another lead as a duplicate | View for history; the surviving lead carries the data |
Archiving is separate from status: an archived lead keeps its status and can be unarchived any time.
## Reassign to the right person
Wrong person claimed it, or priorities shifted? On a claimed lead, open **Actions** and choose **Reassign**. The **Reassign Lead** modal lets you search your team and hand the lead over. The lead's history travels with it, so a handoff never means starting the conversation over.
## Watch the clock
Each unclaimed lead shows how long it has been waiting, and the lead list flags waiting leads with a severity level (low, medium, high, critical) based on thresholds your company sets in [Lead Settings](/en/help/leads/lead-settings/).
Response time tracking with severity indicators requires the **ZenGrow** plan or higher. See [pricing](/en/pricing/).
## Same person, two leads? Merge them
Duplicates happen: the client fills your web form, then calls anyway. When WorkZen spots a possible match, the lead shows a **Potential Duplicates Found** banner listing existing leads and clients that may match. From there, **Merge Leads** lets you pick which data to keep field by field. The lead you're on stays active with the chosen data, the duplicate is archived with a **Merged** badge, and your pipeline count goes back to reflecting actual humans instead of form submissions. Merging, like response time tracking, is available on ZenGrow and higher.
**FAQ**:
Q: What does claiming a lead actually do?
A: The lead's status changes from New to Assigned, your name is stamped on it, and WorkZen records how long the lead waited. Teammates see "Lead Claimed" and know it's handled.
Q: Can a claimed lead be given to someone else?
A: Yes. On a claimed lead, open Actions and choose Reassign. Pick the teammate in the Reassign Lead modal and the lead moves to them with its full history intact.
Q: Why can't I see a lead's contact details?
A: Your company has enabled "Require claiming to view details" in Settings > Lead Settings. Claim the lead first and the full record unlocks.
Q: Do I have to claim a lead before contacting the caller?
A: No. Clicking the lead's email or phone number logs the contact, and if the lead was unclaimed, WorkZen claims it for you at the same time.
Q: Who can claim and assign leads?
A: Claiming, assigning, and reassigning require the Manage Leads permission. Viewing the list requires View Leads.
---
# Convert a Lead Into a Client Manually
**Category**: Leads
**URL**: https://www.workzen.io/en/help/leads/convert-lead-to-client/
**Updated**: 2026-08-07
**Video**: https://www.youtube.com/watch?v=sGO6oyEMLdU
**App area**: Leads > Detail > Actions > Convert to Client
**Short answer**: Open the claimed lead, choose Actions then Convert to Client, and confirm. WorkZen creates the client, moves the lead's estimates, visits, comments, and files onto it, and keeps the lead as a Converted record linked to the client.
**Answers the questions**:
- How do I convert a lead into a client?
- What happens to the lead after conversion?
- Does the lead's history carry over to the client?
- Can I undo a lead conversion?
The moment a lead becomes a real client is worth celebrating, but it's also a data moment you don't want to fumble. WorkZen carries every note, file, and conversation across the conversion so nothing is lost. Here's how to flip a lead to a client in two clicks.
## Convert the lead
1. Open the lead. The convert option appears once the lead is claimed (status **Assigned**). If it still says **New**, [claim it](/en/help/leads/claim-and-manage-leads/) first.
2. Open **Actions** and click **Convert to Client**.
3. A confirmation appears: "This will convert the lead into a client. This action cannot be undone." Confirm, and WorkZen takes you straight to the new client profile.
## What carries over
| From the lead | On the new client |
|---------------|-------------------|
| Names, company name, email, phone, mobile, website | Client contact details |
| Address | First property, named **Main Location**, set as primary and billing address |
| Estimates | Moved to the client, each stamped "Transferred from lead" |
| Visits | Moved to the client's schedule |
| Comments | Moved over, marked "(transferred from lead)" |
| Files and photos | Moved to the client's files |
Nothing is copied and left behind in two places; the estimates, visits, comments, and files now live on the client, which is where the ongoing relationship happens.
## What happens to the lead record
The lead is not deleted. It stays in your lead list with the **Converted** status, permanently linked to the client. Opening it shows a banner ("This lead was converted to a client") with a **View Client Profile** button. That link is how your conversion metrics stay traceable: every client born from a lead knows exactly which lead, which source, and how long it took.
The lead's owner and teammates with lead access get a "Lead Converted" notification that opens the new client.
Conversion cannot be undone. Wait for a real commitment (an accepted estimate, a booked job) before converting, or your conversion metrics will flatter you.
## Already a client? Link instead of convert
If the duplicate banner shows the person already exists as a client, use **Link to Client** from the banner instead of converting. It transfers the lead's estimates, visits, comments, and files onto the existing client and lets you choose which contact data to keep, so you end up with one client, not two.
Lead merge and Link to Client require the **ZenGrow** plan or higher. See [pricing](/en/pricing/).
**Steps**:
1. Open the lead: Go to Leads and open the lead. It must be claimed (status Assigned) before the convert option appears.
2. Choose Convert to Client: Open the Actions menu and click Convert to Client.
3. Confirm: A confirmation explains the action cannot be undone. Confirm, and WorkZen opens the brand-new client profile.
**FAQ**:
Q: What carries over to the new client?
A: The contact details (names, company info, email, phone, mobile, website), plus every estimate, visit, comment, and file from the lead. The lead's address becomes the client's first property, named "Main Location".
Q: Can I undo a conversion?
A: No. The confirmation warns that the action cannot be undone. The lead is preserved as a Converted record, but it cannot go back to being an open lead.
Q: Why don't I see Convert to Client on my lead?
A: The option only appears on claimed leads (status Assigned) for users with the Manage Leads permission. Claim the lead first.
Q: What if the person is already a client?
A: Use the duplicate banner's Link to Client flow instead. It merges the lead's data and history into the existing client rather than creating a second client record.
Q: Is the team notified?
A: Yes. A "Lead Converted" notification goes to the lead's owner and users with lead access, linking straight to the new client profile.
---
# How To Create A Lead Manually in WorkZen
**Category**: Leads
**URL**: https://www.workzen.io/en/help/leads/create-lead-manually/
**Updated**: 2026-08-07
**Video**: https://www.youtube.com/watch?v=mtpLQdjuvJs
**App area**: Leads > New Lead
**Short answer**: Go to Leads and click New Lead. Enter a first name plus at least one contact method (email or phone), then save. The lead lands in your pipeline with the New status, ready to be claimed.
**Answers the questions**:
- How do I add a lead manually?
- How do I enter a lead from a phone call?
- What fields does a lead need in WorkZen?
- Can I add a business as a lead?
Not every lead comes through a form. Walk-ins, referrals, and "my buddy gave me your number" calls are gold, but only if you actually put them in the system. Here's how to add a lead manually so it joins the pipeline like every other opportunity.
## Where the button lives
Go to **Leads** and click **New Lead**. A quick-create window opens for the fast path: name and contact info, done. If you want to capture everything (address, source, notes), follow the link to the full form instead.
## What the full form captures
The form is grouped into three sections:
| Section | Fields |
|---------|--------|
| **Personal Information** | **This is a company** switch, **Company Name** (required for business leads), **First Name** (required), **Last Name**, **Email**, **Phone**, **Mobile**, **Website** |
| **Address Information** | Street address, city, province/state, postal code, country |
| **Additional Information** | **Lead Source**, **Message / Notes** |
Two rules to know:
- At least one contact method is required. Leave both email and phone empty and WorkZen shows "At least one contact method is required (email or phone)."
- **Lead Source** defaults to "Manual Entry". Overwrite it with something useful ("Referral from Mike", "Home show booth") and your source reporting stays honest.
As soon as you enter an email or phone number, WorkZen checks it against your existing leads and clients. If there's a match, a warning appears before you save, so a repeat caller does not become a duplicate record.
## What happens after you save
Click **Create Lead** and three things happen:
1. The lead is created with the **New** status and you land on its detail page, where you can [claim it](/en/help/leads/claim-and-manage-leads/), schedule a visit, or start an estimate.
2. Teammates with lead access receive a "Lead Added" notification.
3. The lead appears in the dashboard's **New Leads** module until someone claims it.
From here it behaves exactly like a lead captured by your [website widget](/en/help/leads/install-website-widget/): same statuses, same claim flow, same path to becoming a client.
**Steps**:
1. Open the lead form: Go to Leads and click New Lead. A quick-create window opens; use the full form link if you want to capture the address and extra details.
2. Enter the essentials: First name is required, plus at least one contact method (email or phone). Flip on "This is a company" for business leads and add the company name.
3. Save the lead: Click Create Lead. WorkZen opens the new lead's detail page, and teammates with lead access get a "Lead Added" notification.
**FAQ**:
Q: What is the minimum information a lead needs?
A: A first name and at least one contact method. If both email and phone are empty, WorkZen shows "At least one contact method is required (email or phone)."
Q: Can I record a business instead of a person?
A: Yes. Turn on the "This is a company" switch and the form adds a required Company Name field. The lead then displays under the business name.
Q: What does WorkZen do if the lead already exists?
A: When you enter an email or phone that matches an existing lead or client, WorkZen warns you before you save, so you can stop and open the existing record instead of creating a duplicate.
Q: Who can create leads?
A: Creating leads requires the Manage Leads permission. Viewing the lead list requires View Leads.
Q: What happens right after I save?
A: The lead is created with the New status and you land on its detail page. It also appears in the dashboard's New Leads module, waiting to be claimed.
---
# How to add the lead widget to your website
**Category**: Leads
**URL**: https://www.workzen.io/en/help/leads/install-website-widget/
**Updated**: 2026-08-07
**App area**: Settings > Integrations > Website Widgets > Floating Button
**Short answer**: Go to Settings > Integrations > Website Widgets, configure the floating button (contact form, appointment booking, WhatsApp), copy the generated code snippet, and paste it before the closing body tag on your website. Submissions arrive in WorkZen as leads and booking requests instantly.
**Answers the questions**:
- How do I add a contact form to my website?
- How do I let clients book appointments from my website?
- How do I install the WorkZen widget?
- How do I restrict which sites can use my widget?
Your website already gets visitors. The floating button turns them into leads: one bubble in the corner of every page offering a contact form, real appointment booking against your actual availability, and a WhatsApp line, all feeding straight into WorkZen.
## Configure the widget
Go to **Settings > Integrations > Website Widgets** and open the **Floating Button** tab. Turn on any combination of:
- **Contact Form**: visitors send you a message; it lands as a lead.
- **Scheduler**: visitors book an appointment; it lands as a booking request.
- **WhatsApp**: a chat button that opens WhatsApp to your number (set the number with country code).
Each option's button text is editable, so "Schedule Appointment" can be "Book My Estimate".
## Booking rules
The scheduler books against rules you control:
| Setting | Options |
|---------|---------|
| **Booking Availability** | Your work hours only, or 24/7 |
| **Time Slot Interval** | Every 15 or 30 minutes, hourly, or every 2 hours |
| **Show Service Selection** | Let visitors pick a service type before choosing a time |
| **Ask for address** | Collect the visit address during booking |
| **Show Time as Range** | Offer an arrival window (2:00 to 4:00 PM) instead of an exact time, with a 1 to 4 hour window length |
Click **Save Widget Settings** and changes publish to your live widget immediately.
## Install it
Copy the snippet from the **Generated Code** box and paste it right before the closing `` tag on your site. In site builders (Wix, Squarespace, Webflow, Shopify), paste it into the "custom code" or "footer code" setting. That is the entire install.
The **Live Preview** on the settings page shows exactly what visitors will see before you touch your site.
## Lock it to your domains
The widget authenticates with a public **Widget Key**. Out of the box it loads on any domain, and the settings page warns you about that. Add your site under **Allowed Domains** and the widget refuses to load anywhere else. If the key ever ends up somewhere it shouldn't, **Regenerate** issues a new one (update your snippet after).
## Make it yours