In-home and virtual estimates

When the size of a move is in doubt, send an estimator to look — at the customer's home (In-home estimate) or over a video call (Virtual estimate). Most orders never need one.

Before you start

• Estimators. Only office people with the In Home Estimator or Virtual Estimator responsibility can be sent. Give it under Users › Details › Additional Responsibilities.
• Permissions. Booking needs Can schedule in-home estimate; naming who goes also needs Can assign in-home estimate. The same permissions cover virtual estimates.
• Address. An in-home estimate needs the pickup's full street address. A virtual one doesn't.
• Move size. Your company can allow visits only for moves over a certain size, in Settings › Sales & orders › In-home estimates. Below it, the Services button is greyed out.

Book a visit

1. 1Open the order.
2. 2Press Services in the row of buttons under the title (in the ⋮ menu on a small screen).
3. 3Pick In-home estimate or Virtual estimate.
4. 4Set the Date, the Window (from–to) and how long it Should take.
5. 5Pick Who is going — or leave Nobody yet.
6. 6Press Book the visit.

The visit's length starts at your company's Default hours to block per survey (2 hours if it isn't set).

The estimators' schedule

The booking pop-up shows the day for every estimator: their visits, and "free all day" when they have none. Your visit is the dashed block called This visit.

• Press a name, or an empty time on someone's row, to put the visit there.
• Drag This visit to another time or another person.
• Use the arrows to look at the day before or after.
• Press another visit to see its details and Open order.

If your visit clashes with another, it turns red and says which order it runs into. With Add travel time to the estimator's schedule on (in the In-home estimates settings), in-home visits also hold the estimator for the drive there and back.

Change or call off a visit

Once an order has a visit, its Surveys card shows it: the kind, date, window, how long, who's going and who booked it.

• Change — another day, another window, or someone else going. Press Save the visit.
• Call it off — the visit is cancelled. Cancelled visits fold away under "called off"; Put it back on restores one.

Calling off needs Can cancel an in-home estimate; changing needs Can edit in-home estimate or Can schedule in-home estimate.

What happens next

• The customer sees the visit on their portal: "In-home estimate scheduled for Friday, October 3, 2026, 9:00 AM - 11:00 AM with …".
• Messages. Booking a visit, and the day before it (at 1 PM your time), can send the customer and the estimator a message. What goes out is up to your templates — see the workflows An in-home survey is booked and The day before an in-home survey, and their virtual twins, in Settings › Communication › Workflows.
• Google Calendar. With the integration on, visits go to the estimator's In-home Estimate Calendar or Virtual Estimate Calendar.
• The Order Log notes the visit being made and its status changes.

If something goes wrong

• "Add the origin's street address first." — press Go to Addresses and complete the pickup address.
• "… already has order #1234 then (10:00 AM – 12:00 PM). Pick another time or someone else." — the estimator is busy.
• "… does not carry In Home Estimator." — give that person the responsibility, or pick someone else.
• "The window ends before it starts." / "Give the visit a start and an end."
• "You do not have permission to do that." — ask your admin for the estimate permissions.