# Zwivio public glossary Last updated: 2026-08-14 Canonical HTML: `/glossary`. This is the public terminology library for Zwivio product terms. Definitions are factual and compact. Do not treat internal routing enum names, ops-only labels, or unpublished thresholds as public terms. Audience values: shared, homeowner, service_business. ## Assignment ### Official Assignment Slug: official-assignment Audience: shared An official assignment means Zwivio has finalized the request with a specific service business. Depending on the homeowner’s preference and the proposed timing, assignment may happen automatically or after homeowner approval. Quote requests follow a separate homeowner-selection path and are not the same as dispatch-style official assignment. Also called: Assigned; Officially Assigned; Assignment. Related: Faster Assignment Path; Review Before Assignment; Homeowner Approval; Platform Fee; Contact Release; Offer. ### Homeowner Approval Slug: homeowner-approval Audience: shared Homeowner approval is the step where the homeowner reviews a proposed service business or timing before Zwivio finalizes official assignment. Approval is required when the homeowner chose review before assignment, when proposed timing is outside the applicable window, or when another request-specific rule requires it. It is not required for every request. Also called: Approval. Related: Review Before Assignment; Outside-Window Approval; Official Assignment; Approval Link. ### Review Before Assignment Slug: review-before-assignment Audience: shared Review before assignment is a homeowner intake choice to see the proposed service business before Zwivio officially assigns the request. Choosing review can slow assignment because Zwivio waits for the homeowner’s decision. It does not create a browseable directory of businesses. Related: Faster Assignment Path; Homeowner Approval; Official Assignment. ### Faster Assignment Path Slug: faster-assignment-path Audience: shared The faster assignment path lets a request become officially assigned automatically when an eligible service business accepts with timing inside the applicable window and remaining assignment conditions are met. Homeowners can choose this during intake instead of review before assignment. Outside-window timing or another request-specific rule can still require homeowner approval. Also called: Faster Path; Automatic Assignment. Related: Review Before Assignment; Inside-Window Arrival; Outside-Window Approval; Official Assignment. ### Contact Release Slug: contact-release Audience: shared Contact release is when Zwivio shares the homeowner’s contact details with a service business according to the workflow for that request type. For Emergency, Urgent, and Scheduled requests, full contact details go to the officially assigned business. For Quote requests, contact is shared only with businesses the homeowner approves. Also called: Contact Sharing. Related: Official Assignment; Quote Approval; Platform Fee. ### Inside-Window Arrival Slug: inside-window-arrival Audience: service_business An inside-window arrival option fits within the applicable homeowner timing window for that request. If the homeowner chose the faster assignment path, an inside-window accept may finalize official assignment without another approval step. Some homeowners still require review even when timing is inside the window. Related: Outside-Window Approval; Expected Service Window; Faster Assignment Path; Official Assignment. ### Outside-Window Approval Slug: outside-window-approval Audience: shared Outside-window approval is required when a service business proposes timing outside the applicable homeowner service window. The homeowner must approve that timing before official assignment, even if automatic assignment was otherwise allowed. If the homeowner does not approve, the business is not charged. Related: Inside-Window Arrival; Homeowner Approval; Expected Service Window; Official Assignment. ## Routing ### Governed Dispatch Slug: governed-dispatch Audience: shared Governed dispatch is Zwivio’s controlled process for matching a homeowner request with eligible service businesses instead of broadcasting the same request as a shared lead. Routing considers factors such as trade, specialty, service area, availability, readiness, reliability, request type, and current operating conditions. Outcomes are never guaranteed. Also called: Governed Routing; Guided Dispatch. Related: Dispatch Network; Controlled Routing Rounds; Exclusive Window; Official Assignment; Traditional Lead. ### Traditional Lead Slug: traditional-lead Audience: service_business A traditional lead is customer-acquisition information sold or delivered so a business can follow up and try to convert a prospective customer. Zwivio does not operate as a traditional lead marketplace and does not sell homeowner contact information as the product. Zwivio instead routes homeowner-initiated service requests through governed offers and official assignment. Also called: Lead; Marketing Lead. Related: Governed Dispatch; Official Assignment; Platform Fee; Offer. ### Dispatch Network Slug: dispatch-network Audience: shared The Dispatch Network is Zwivio’s network of eligible independent service businesses that receive routed homeowner requests. Participating businesses are not charged merely for receiving, viewing, declining, ignoring, or missing an offer. Applicable platform fees are tied to official assignment or Quote approval rules. Related: Governed Dispatch; Field Console; Platform Fee; Dispatch Readiness; Traditional Lead. ### Business walkthrough Slug: business-walkthrough Audience: service_business A business walkthrough is a conversation with the Zwivio team for a home service business that wants to learn about Zwivio, ask questions, and better understand whether it is a good fit. It is intended for businesses evaluating Zwivio before joining or participating in Dispatch. It is not a live Dispatch offer or a walkthrough of an assigned job. After the request form is submitted, Zwivio follows up using the provided contact information. Requesting or participating does not obligate the business to join, accept Dispatch work, or purchase Field Console Pro. Also called: Service-business walkthrough; Contractor walkthrough; Walkthrough call; Request a walkthrough. Related: Offer; Dispatch Network; Official Assignment. ### Exclusive Window Slug: exclusive-window Audience: service_business An exclusive window is a defined period during which one eligible service business has the opportunity to respond before Zwivio moves routing forward. Not every offer includes an exclusive window. Emergency and Scheduled requests typically do; Urgent and Quote typically contact eligible businesses in controlled rounds instead. Window length is set by routing configuration and is not a single public number of minutes. Also called: Priority Access. Related: Controlled Routing Rounds; Emergency; Scheduled; Late Interest. ### Controlled Routing Rounds Slug: controlled-routing-rounds Audience: shared Controlled routing rounds means Zwivio contacts eligible service businesses in grouped waves rather than giving one business an exclusive first-look window. Urgent and Quote requests typically use this pattern. Additional groups can be contacted while the request remains open. Wave sizes are configuration-dependent and are not a public promise. Related: Exclusive Window; Urgent; Quote Request; Routing Broadens. ### Routing Broadens Slug: routing-broadens Audience: shared Routing broadens when Zwivio expands outreach to additional eligible service businesses because the request is still unfilled. On Emergency requests, this typically follows a prioritized exclusive first look. On Urgent and Quote requests, later rounds can reach additional groups. Broadening does not mean the homeowner’s contact details are shared with every business contacted. Related: Exclusive Window; Controlled Routing Rounds; Emergency; Unfilled Job. ### Coverage Slug: coverage Audience: shared Coverage is whether Zwivio can currently route a request for a given service category, request type, and location. A listed service area does not guarantee that an eligible business is available at that moment. Coverage can differ by trade and request type. Related: Service Area; Dispatch Network; Expected Service Window. ### Service Area Slug: service-area Audience: shared A service area is the geography Zwivio uses to match a homeowner request with businesses that serve that location. Homeowners check whether their address is in an open area. Service businesses configure the areas they want to receive work in. Being inside a listed area is not a guarantee of immediate availability. Also called: Service Coverage. Related: Coverage; Specialty. ### Late Interest Slug: late-interest Audience: service_business Late interest lets a service business signal interest after an offer window expires if the job is still open. It is a new signal, not a guaranteed rewind of the original timed offer. Zwivio uses it according to the current routing state and eligibility rules. Related: Exclusive Window; Unfilled Job; Offer Reference Number. ### Unfilled Job Slug: unfilled-job Audience: service_business An unfilled job is a request that finished routing without an official assignment and may appear in Field Console for eligible businesses to request or claim. Claiming an unfilled job remains subject to routing rules and eligibility. Seeing an unfilled job is not a charge. Also called: Unfilled Jobs. Related: Late Interest; Official Assignment; Field Console. ### Offer Slug: offer Audience: service_business An Offer is a time-bound opportunity for an eligible service business to respond to a homeowner service request. Receiving, viewing, declining, or ignoring an Offer is not official assignment and does not create a Platform fee. Official assignment is a later, separate outcome. The applicable Platform fee occurs only according to Zwivio’s published Platform fee rules. Also called: Dispatch Offer; Job Offer. Related: Official Assignment; Platform Fee; Offer Reference Number; Exclusive Window. ### Demo offer Slug: demo-offer Audience: service_business A demo offer is a labeled sample offer text that lets a home service business try receiving and interacting with a Zwivio offer without a real homeowner request. Interacting with a demo offer does not affect live Dispatch participation. It does not create an official assignment, Platform fee, Reliability impact, routing impact, On-Call change, or Dispatch readiness. See the service-business FAQ for the full demo-offer rules. Also called: Sample offer; Test offer; Demo offer text; Sample offer flow. Related: Offer; Official Assignment; Platform Fee. ### Offer Reference Number Slug: offer-reference-number Audience: service_business The offer reference number is the short code in a Zwivio offer text that matches a reply to the correct offer. Include it when accepting, declining, resending a link, or sending a status update, especially when more than one offer is active on the same phone. Also called: Offer Reference; Job ID. Related: Offer; Late Interest; On-Call. ### Specialty Slug: specialty Audience: service_business A specialty describes the homeowner’s requested service within a broader trade. Request type still describes how the job should be handled, such as Emergency, Urgent, Scheduled, or Quote. Enrolling in a parent trade does not automatically make a business eligible for every specialty under that trade. Also called: Requested Service. Related: Dispatch Network; Emergency; Quote Request. ## Request types ### Emergency Slug: emergency Audience: shared Emergency is Zwivio’s fastest dispatch request type for serious problems that cannot wait. Eligible businesses are prioritized, and selected businesses may receive an exclusive response opportunity first. If the request stays unfilled, routing can broaden to additional eligible businesses. Platform fees apply only on official assignment. Also called: Emergency Service. Related: Urgent; Exclusive Window; Routing Broadens; Expected Service Window; Official Assignment. ### Urgent Slug: urgent Audience: shared Urgent is for problems that need attention soon but do not require Emergency-speed dispatch. Urgent typically contacts eligible businesses in controlled rounds and does not include an exclusive first-look window. Platform fees apply only on official assignment. Also called: Urgent Service. Related: Emergency; Controlled Routing Rounds; Expected Service Window; Official Assignment. ### Scheduled Slug: scheduled Audience: shared Scheduled is for planned, non-urgent work using a homeowner-selected availability window. Routing typically gives each eligible business a sequential exclusive response window before moving to the next business. Assignment may happen automatically or after homeowner approval, depending on preference and proposed timing. Also called: Scheduled Service. Related: Exclusive Window; Expected Service Window; Faster Assignment Path; Review Before Assignment. ### Quote Request Slug: quote-request Audience: shared A Quote request lets interested eligible service businesses respond so the homeowner can compare options for a larger project. Quote uses grouped interest routing rather than an exclusive first-look window. Expressing interest does not assign the job. The homeowner decides which interested businesses may receive contact information. Quote is structurally different from Emergency, Urgent, and Scheduled assignment. Also called: Quote; Quotes. Related: Quote Approval; Controlled Routing Rounds; Contact Release; Official Assignment. ## Quotes ### Quote Approval Slug: quote-approval Audience: homeowner Quote approval is when a homeowner selects an interested service business and allows that business to receive contact information. This is not the same as dispatch-style official assignment. The homeowner controls how many Quote connections to allow. A platform fee for Quote follows Quote rules, not the Emergency/Urgent/Scheduled assignment charge event. Also called: Quote Unlock. Related: Quote Request; Contact Release; Platform Fee; Status Page. ## Pricing and credits ### Platform Fee Slug: platform-fee Audience: service_business The Platform fee is the Zwivio charge that applies when a request reaches the chargeable outcome for that request type—typically official assignment on dispatch-style jobs. Service businesses are not charged merely for receiving, viewing, declining, ignoring, or missing an offer. Assignment fee is sometimes used descriptively for the same Platform fee tied to official assignment; it is not a separate fee. Quote requests follow their own fee milestone. Also called: Assignment Fee; Dispatch Assignment Fee. Related: Official Assignment; Platform Credit; 30-Second Close Credit; Quote Approval; Offer. ### 30-Second Close Slug: 30-second-close Audience: service_business 30-Second Close is an optional completion packet a service business can submit after a job is marked complete, usually including photo evidence and the job outcome, for verification and dispute protection. Submitting the packet is optional and is available only after the job is marked completed. When completion rewards are enabled for that job type, a verified packet can earn wallet credit toward future assignments. The packet itself is not a charge and is not required to complete the job. Related: 30-Second Close Credit; Completion Reward; Platform Credit; Platform Fee. ### 30-Second Close Credit Slug: 30-second-close-credit Audience: service_business A 30-Second Close credit is Zwivio wallet credit a service business can earn after a 30-Second Close packet is verified, when completion rewards are enabled for that job type. Credits apply to the Zwivio wallet for future assignments. They are not cash back, a guaranteed payout, or a reduction of the original Platform fee on that same job. Some request types do not offer this credit. Also called: After 30-Second Close. Related: 30-Second Close; Completion Reward; Platform Credit; Platform Fee. ### Completion Reward Slug: completion-reward Audience: service_business A completion reward is the job-type setting that can award wallet credit after a verified 30-Second Close packet. When the setting is enabled for that request type, verified packets can earn a percentage of the Platform fee as wallet credit. When it is not enabled, 30-Second Close can still be submitted for verification and dispute protection without that credit. Related: 30-Second Close; 30-Second Close Credit; Platform Fee. ### Platform Credit Slug: platform-credit Audience: service_business Platform credit is value in a service business’s Zwivio wallet that can apply to future Zwivio platform charges. Credits can come from approved adjustments or specific Zwivio-approved programs, including verified 30-Second Close credits when those rewards are enabled. Credits are not the same as a cash refund. Also called: Wallet Credit; Zwivio Wallet. Related: 30-Second Close Credit; Platform Fee. ## Availability ### Service-Business Availability Window Slug: service-business-availability-window Audience: service_business A service-business availability window is a period a participating business configures for when it wants to receive routed work. These settings help routing avoid sending offers when the team is not actually available. They are separate from the homeowner’s expected service or arrival window on a specific request. Also called: Availability Window. Related: On-Call; Off-Call; FULL; Expected Service Window. ### On-Call Slug: on-call Audience: service_business On-Call means a service business is available to receive routed Dispatch Network offers. Turn On-Call on only when someone can actually monitor and respond. Missed or late responses while On-Call can affect Reliability Score over time. Related: Off-Call; FULL; OPEN; Dispatch Status; Reliability Score. ### Off-Call Slug: off-call Audience: service_business Off-Call means a service business is not available to receive routed offers right now. Use Off-Call when you want to stop being considered more broadly. Remaining Off-Call does not by itself create a Platform fee. Related: On-Call; FULL; Dispatch Status. ### FULL Slug: full Audience: service_business FULL means a service business’s team is at capacity for today’s new work. FULL is a daily capacity signal, not a permanent account pause. Future service windows may still be considered if On-Call, coverage, and request-type settings allow them. Also called: Full for today. Related: On-Call; Off-Call; Service-Business Availability Window. ### OPEN Slug: open Audience: service_business OPEN is the text command a service business can send to go On-Call and start receiving routed offers. In Field Console, marking the team open is the same idea: the business is available to receive work. OPEN is not a separate reliability tier or Field Console Pro plan. Related: On-Call; Off-Call; Dispatch Status. ### Dispatch Readiness Slug: dispatch-readiness Audience: service_business Dispatch readiness is whether a service business has the documents, payment method, coverage, and other required setup in place to receive routed work. Becoming dispatch-ready is not the same as being On-Call, and it does not by itself create a Platform fee or qualify referral rewards. Also called: Dispatch-Ready; dispatch-ready. Related: Dispatch Status; On-Call; Field Console; Dispatch Network. ### Dispatch Status Slug: dispatch-status Audience: service_business Dispatch status is the availability posture a service business sets for routing, such as On-Call, Off-Call, FULL, or selected availability windows. Accurate dispatch status helps Zwivio send offers to teams that can actually respond. Related: On-Call; Off-Call; FULL; Dispatch Readiness. ## Reliability ### Reliability Score Slug: reliability-score Audience: service_business Reliability Score is a summary of recent offer outcomes used to inform routing favorability over time. It reflects patterns such as accepts, declines, expires, and cancel-after-accept behavior, typically over about the last 60 days. It does not override eligibility gates such as compliance or billing readiness, and it is not purchased placement. Related: Starter Reliability Tier; Trusted Reliability Tier; Elite Reliability Tier; On-Call. ### Starter Reliability Tier Slug: starter-reliability-tier Audience: service_business Starter is the Reliability tier where every participating service business begins while it establishes a track record. This is not Field Console Pro Starter. Reliability Starter is about dispatch standing; Field Console Pro Starter is a pay-as-you-go software plan for work the business books itself. Also called: Starter. Related: Trusted Reliability Tier; Elite Reliability Tier; Reliability Score; Field Console Pro Starter. ### Trusted Reliability Tier Slug: trusted-reliability-tier Audience: service_business Trusted is the Reliability tier for service businesses that have shown a consistent track record of follow-through. Tier is set by Zwivio from overall history and conduct. It is not purchased, and there is no single public threshold that triggers an automatic upgrade. Also called: Trusted. Related: Starter Reliability Tier; Elite Reliability Tier; Reliability Score. ### Elite Reliability Tier Slug: elite-reliability-tier Audience: service_business Elite is the top Reliability tier, earned through consistent reliability and professional conduct. Elite businesses are strongly favored when Zwivio routes eligible work. Elite is not purchased placement. Also called: Elite. Related: Starter Reliability Tier; Trusted Reliability Tier; Reliability Score. ## Field Console ### Field Console Slug: field-console Audience: service_business Field Console is the browser-based portal service businesses use for Dispatch readiness, coverage, offers, assigned jobs, and related follow-up. It is included with Zwivio-dispatched work and is not a public job board. Field Console Pro is a separate optional operations product for work the business books directly. Related: Field Console Pro; Dispatch Network; Dispatch Readiness; Unfilled Job. ### Field Console Pro Slug: field-console-pro Audience: service_business Field Console Pro is optional operations software for managing customers, jobs, schedules, quotes, invoices, and related work the service business books itself. A Field Console Pro subscription is not required to receive or manage Zwivio-dispatched jobs. Dispatch Network platform fees and Field Console Pro plan charges are different. Related: Field Console; Field Console Pro Starter; Schedule Intelligence; Price Book. ### Field Console Pro Starter Slug: field-console-pro-starter Audience: service_business Field Console Pro Starter is the pay-as-you-go Field Console Pro plan for using core operations tools without a monthly subscription. This is not the Reliability Starter tier. Recurring schedules are not included on Starter. Plan charges are separate from Dispatch Network platform fees. Also called: Starter. Related: Field Console Pro; Billable Work Item; Starter Reliability Tier; Recurring Schedules. ### Billable Work Item Slug: billable-work-item Audience: service_business A billable work item is the pay-as-you-go unit used to charge Field Console Pro Starter usage. This charge is part of Field Console Pro software billing. It is not the Dispatch Network Platform fee for official assignment. Related: Field Console Pro Starter; Platform Fee; Field Console Pro. ### Schedule Intelligence Slug: schedule-intelligence Audience: service_business Schedule Intelligence helps a Field Console Pro team compare technician fit, nearby scheduled work, drive impact, and conflicts before confirming an assignment. It can run on a single job while adding or editing work, or across a selected day in the Day Planner. Allowance varies by plan. Related: Day Planner; Field Console Pro; Recurring Schedules. ### Day Planner Slug: day-planner Audience: service_business The Day Planner is the Schedule Intelligence view for reviewing technician-assignment suggestions across a selected day. It does not move customer appointment times. It reviews technician assignments while preserving the scheduled windows customers already expect. Also called: Schedule Intelligence Day Planner. Related: Schedule Intelligence; Customer Appointment Pages. ### Price Book Slug: price-book Audience: service_business The Price Book is a reusable catalog of services, labor, parts, materials, and packages a business uses to build quotes in Field Console Pro. Related: Field Console Pro; Customer Appointment Pages; Recurring Schedules. ### Recurring Schedules Slug: recurring-schedules Audience: service_business Recurring schedules are repeating Field Console Pro jobs on a set cadence, available on eligible monthly plans. Recurring schedules are not included on Field Console Pro Starter. Related: Field Console Pro Starter; Field Console Pro; Day Planner. ### Customer Appointment Pages Slug: customer-appointment-pages Audience: service_business Customer appointment pages are secure pages a Field Console Pro business can share so customers can review timing and service details. They are included with Field Console Pro plans and are separate from Zwivio homeowner status or approval links for Dispatch Network requests. Related: Field Console Pro; Status Page; Approval Link. ## Homeowner requests ### Expected Service Window Slug: expected-service-window Audience: homeowner The expected service window is the timing range associated with the homeowner request—the arrival or availability window the job is meant to fit. Emergency and Urgent windows are system-derived ranges for how soon service is needed. Scheduled windows are chosen by the homeowner as availability. This is not the same as a service business’s own availability settings. Also called: Arrival Window; Homeowner Service Window. Related: Service-Business Availability Window; Inside-Window Arrival; Outside-Window Approval; Emergency; Urgent; Scheduled. ### Status Page Slug: status-page Audience: homeowner The status page is the homeowner view of the current request state, including next steps and assigned-business details after assignment. Zwivio texts include a link to the current status page. Use the latest message; older links may refer to a step that has expired or changed. Related: Approval Link; Official Assignment; Quote Request. ### Approval Link Slug: approval-link Audience: homeowner An approval link is the current Zwivio link a homeowner uses to review a proposed service business or timing when approval is required. Use the link in the latest Zwivio message. An approval window can expire, and older links may no longer represent the active request. Related: Homeowner Approval; Status Page; Outside-Window Approval.