Add New Customers to Existing Routes

Put newly signed sites onto the routes that already pass their door, with capacity counted as each one lands, instead of building them a route of their own.

Updated September 11, 2026

When a customer signs, their site usually belongs on a route somebody already drives past. Both routes below solve the same problem — the first is for a handful of sites, the second for a batch big enough that you were about to open the builder anyway.

From the Unrouted list

Open Unrouted
Go to Dispatch → Saved Routes and switch the view to Unrouted. The heading reads Not on a route. This lists every site you are contracted to service that no saved route covers. Filter by work type if you are working one crew's area at a time.
Select the sites
Tick the sites you want placed, or use the header checkbox to take the whole page. A site with no map location cannot be placed by geography and is not selectable — fix its address on DirectoriesSites first.
Review the plan
Press Add to Best Routes. Nothing is written yet. The plan names, for each site, the route it will join, where in the tour it lands, the extra driving, and which days it will actually be served on — taken from that customer's contract.
Commit it
Press Add N to Routes. Each route is saved on its own, and the route's assignee is notified that their week changed. Anything listed as needing a new route stays on the Unrouted list.

Capacity is a per-day question

A route running Monday and Thursday that is half full of Monday-only stops has room on Thursday. Capacity is judged on the route's busiest service day, so that route is not reported as full at half its real capacity.

From the Route Builder

Scope the work
Open Dispatch → Saved Routes and press Build Routes. Scope the sites as usual — work type, territory, or an area drawn on the map. Leave Only sites not already on a route on.
Check existing routes first
In Fill Existing Routes First, press Check Existing Routes. You get the same plan: what fits on routes you already run, and what does not.
Fill, then build only the leftovers
Press Add N to Existing Routes. The sites that landed are no longer unrouted, so the site count above drops and whatever you build in the remaining steps is exactly the overflow. If nothing is left, you are done — no new Route Book needed.

Adding a single site

The per-row Add to route button on Unrouted still exists and is the right tool for one site. If the suggested route is over capacity it asks you to confirm before adding anyway — a deliberate override, recorded on the route.

Verify it worked

Open the route from Dispatch → Saved Routes → Routes view and press Edit. The new stops are in the tour at the position the plan named, not appended to the end. On a route that runs more than one day, each stop shows Visit days — left on Auto, meaning the contract decides. Then check Unrouted again: the sites you placed are gone, and only genuine overflow remains.

If something looks wrong

What you see	Why	Fix
"The routes changed while this plan was open"	Somebody edited a route between planning and applying	Close the plan and press Add to Best Routes again
A site is listed as needing a new route	Every route that covers the work is at capacity, or none covers that work type	Raise the caps in SettingsWork Types, or build a route for the overflow
"This site has no map coordinates yet"	The site's address never geocoded	Set the location on DirectoriesSites, then try again
"No saved routes yet to fill into"	There are no routes to fill into yet	Build the first routes with Build Routes
A stop was added but is not on every route day	Its contract asks for fewer visits than the route runs	Correct — see Visit days in the route's Edit dialog

Frequently asked questions

Does this create a new route?

No — that is the point. It adds stops to routes you already run. Only sites nothing can take are reported as overflow, and those are what a new route should be built for.

Will it overload one route?

No. Sites are placed one at a time and each is measured against the load the ones before it created, so ten sites near the same route do not all go there.

Where in the route does a stop land?

At the cheapest point in the loop, not the end. A site between two existing stops is inserted between them, so the added driving is the small detour rather than a trip back out.

What if the customer only wants service once a week and the route runs twice?

The plan shows which days the stop will actually be served on, taken from the contract. Adding them to a twice-weekly route does not mean two visits.