Dispatch Rule Suggestions and Access Locations

The Rules tab of the Dispatch page (Operations → Dispatch, then Rules) keeps rules fresh two ways: weekly suggestions built from actual calls, and saved access locations for the places drivers need help getting into. An overlap check also flags rules that could claim the same calls. All three live on the Rules tab; none of them is a separate page or tab.

Every Monday, Viki reads the past week's dispatch calls and proposes up to five changes to your rule set. A week needs at least 10 calls for a run to happen; quieter weeks are skipped. Up to five suggestions can wait at a time.

New suggestions appear in a Suggestions section at the top of the Rules tab, and the Rules tab label shows a count. Each suggestion carries a type chip:

Each card also rates the pattern (Strong pattern, Worth a look, or Just a hunch) and lists the calls it drew on, so you can open each one and read the conversation. Nothing changes until you act. Press Review in editor on a New rule, Edit rule, or Merge rules suggestion to open the rule editor prefilled with the proposal; the suggestion is accepted when you press Save rule there. On a Turn off rule suggestion, press Turn off to disable the target rule for your company right away. Dismiss suggestion clears it, and a dismissed suggestion is not proposed again for eight weeks. A suggestion left untouched expires after four weeks; the card tells you the date.

To hear when there is something to review, subscribe to the Dispatch Rule Suggestions notification under Settings → Notifications. The message reads: "Viki has N new dispatch rule suggestions from last week's calls — review them on the Dispatch page under Rules. Nothing changes until you accept one."

After you save a rule, Viki compares it against your other rules and looks for driver phrases that could fire more than one of them. Saving never waits on this check. When an overlap is found, the rule's row in the list shows an Overlap chip; click it to open the two rules side by side, adjust the phrases on either one, and save. You can also run the check yourself before saving with the Check for overlaps button in the rule editor. When the check cannot run, the editor says so and the rule saves either way.

Both automatic checks are per-company switches. Open the gear icon on the Rules tab to reach Automatic checks, where Weekly rule suggestions and Overlap warnings can each be turned on or off. Both are on by default.

Access locations are the entry points Viki should know by heart: the gate code for an apartment complex, the lockbox on a dock, the lobby door instructions for a business. Save them here instead of burying codes in a rule.

Access locations are lookups for Viki's dispatch calls, not a map boundary. Your station geofence, the single company location used to sign drivers out of Zap when they return to the station, is set in the Onboarding Hub and is covered in the Getting Started article.

The Access locations section sits on the Rules tab, below Suggestions. It shows a map of your saved locations and a table with the Location, the Code, and What Viki tells the driver, which is the exact line Viki reads out, built from the fields you saved. Use Search locations to find one, the pencil icon to edit it, and the bin icon to remove it.

Press + Add location to add one. Choose Type an address and start typing; the address is looked up as you type and the pin lands on a preview map, where you can drag it into place. Then fill in a Nickname (optional) if drivers use one, the Code (optional), the Type (optional) (Gate, Lockbox, Lobby, Dock, or Other), and Instructions (optional). The dialog previews the line Viki will say. Press Add location to save.

Calls where Viki couldn't find a saved place are kept for 30 days. In the same dialog, choose Pick from recent calls to see them under No match · last 30 days, with the drivers who called and how many calls came in; if the dispatcher gave a code on the forwarded leg, it is shown too. Pick one and the address prefills. You can also save a location straight from a call: open the call on the Calls tab and use the Save this location? card.

To add several at once, press Template to download a CSV, fill it in, and press Import CSV. The header row is location, code, instructions, type, nickname, in any order; only the location column is required.

When a driver says they can't get into a place, Viki asks which place they mean, then looks up that address or nickname. If it finds the location, it reads the saved code and instructions to the driver.

If no saved location matches, the When no location matches setting at the bottom of the Access locations section decides what happens next:

Changing the setting applies to the next call.

Related: the Dispatch Rules article covers writing, customizing, and turning off rules themselves.