Create a work acknowledgment on mobile
A work acknowledgment captures customer sign-off or other configured confirmation for the visit. The button appears only when Work Acknowledgments are enabled for your business and the visit is eligible. Open the visit and tap Create Work Acknowledgment. Complete each step in the form.
Required fields must be filled before moving forward or submitting. Depending on your business setup, fields can include text, photos or videos, deficiencies, invoice line items, and signatures. On the last step, tap Submit Work Acknowledgment.
Record deficiencies
If your office turned on Include deficiencies in the Work Acknowledgments settings, the form has a Deficiencies section. Tap Add next to it, then for each one:
Pick the Asset group the problem belongs to. If the equipment isn't set up on this property yet, choose Another type — not set up on this property and pick the type; Essential creates the asset group on the property when you submit.
Optionally pick the Asset, when the group already has assets.
Enter the customer-facing Description of defects or malfunctions (use Suggest for cleaner wording). This is the description shown on the acknowledgment the customer reviews and signs.
Add optional Internal notes about the deficiency for the office. Internal notes are saved on the deficiency but never appear on the customer-facing acknowledgment.
Add Photos if you have them — take or select photos and videos, the same picker as an inspection report deficiency.
Tap Add again to record more, or the trash icon to drop one. Every deficiency you add needs its asset group and customer-facing description before you can move on or submit. Submitting sends them to the office as a Deficiencies task for each asset group, lists the customer-facing descriptions and photos (videos appear as tappable poster frames) in a Deficiencies Found section on the acknowledgment PDF the customer signs, and marks them Recorded on the form. Recorded deficiencies can't be edited or removed from the acknowledgment afterwards — the office works them, including their internal notes, from the task — but you can add more if you update the acknowledgment later. Tap a recorded photo to view it or a video thumbnail to open the player. Close the preview to return to the form.
After you submit, the app shows the Work Acknowledgment screen with the generated file, a Send Document card, and an Edit & Re-sign card. Submitting saves the signed PDF with the job; it does not email it to anyone. To send it, tap Send Document, choose recipients under Email To — the customer's contacts that have an email address, or Add new contact for someone new — and tap Send. Each recipient gets an email with the signed PDF attached, so check the list before you tap.
If an acknowledgment already exists, the visit's button changes to View Work Acknowledgment, which opens that same screen. To change the acknowledgment, tap Edit & Re-sign: the form reopens, the customer signs again, and the final step offers Update Work Acknowledgment instead of Submit Work Acknowledgment. Submitting, updating, and sending need an internet connection.
Next, open the visit summary and review Visit Notes and invoice items, including part numbers and quantities, before submitting to the office. The acknowledgment can prefill a new summary, but existing notes and your edits are preserved. Updating an acknowledgment after the summary was submitted does not automatically change the summary's recorded items.
When adding a new email contact, a single-line orange warning can identify an existing contact for this customer or another new recipient draft. Tap View to expand the reasons, then tap a match to inspect it. Back to draft returns without losing your entries. The X hides the warning, and Show checks restores it. The warning is informational: Save Contact always adds the recipient, whether or not you reviewed it. If checking is unavailable or you are offline, the notice says so and you can still save; expand it to retry while online. Sending the document still follows its existing connection requirements.
If the app says Visit couldn't refresh, your acknowledgment was saved. Reconnect and reopen the visit to load its latest data. This connection message does not mean you need to re-submit the Job Summary.
An administrator can turn Work Acknowledgments on or off and customize the generated PDF and email in Settings. Turning the feature off prevents new acknowledgments from being collected but keeps already-submitted records.
Where to find it: Mobile app > Visits > visit detail > Create Work Acknowledgment
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