Overview

Step 1: Onboarding Agents

Agents are the delivery agents who perform pickup and delivery tasks from one location to another.
There are 3 ways to onboard an agent on the platform-

1. Adding agents one by one on the platform 

For this Goto side menu > agents
On the top right corner, you will see an option “Add Agent”
Click on that and the template will open to enter agent information

1. First name – Name of Agent.
2. Phone – Phone number of the agent.
3. Username – This will the login details of the agent to access the app.
4. Password – This will be a password using which the agent can log in to the app.
5. Tags – Tags can be used to link an agent with a particular team or with a particular type of task. For this, the team or task should have the same tag as that of an agent.
6. Teams – Teams are used to group a number of agents together and classify agents based on parameters like location, zones, distance, etc.
7. Agent Type – There are 2 types of agents on Tookan
8. Captive – These agents are considered full-time agents on the platform

9. Freelancers – These are considered part-time agents on the platform.

*NOTE*
Email and username should be unique
All mandatory fields should be filled

Video – https://www.youtube.com/watch?v=_H9Ljui4iuI&t=15s




2. Adding agents using CSV through bulk import

This option is helpful If you have a large number of agents to be added to the platform so instead of adding one by one we can enter all the information in a CSV file and upload the file.

Goto Side Menu >agents
On the top right corner you will find an option to “Import Agent”
Click on Import Agent
Click on the option ‘Download Sample CSV’
This will download the CSV file wherein you have to add information about the agents

After saving the file drag and drop the CSV file on Tookan


*NOTE*
Email and username should be unique
All mandatory fields should be filled
Don’t change the Header in the file

3. Agent signup directly through the agent app.

The Signup option on the agent app will allow the agents to register themselves directly on Tookan.
Agent Signup option is only available on the agent app if the agent app is branded or white-labeled.
To enable this option goto Extensions> Agent Sign-up> Enable

You can add custom templates for your sign up forms which agent needs to fill in before they can enter the agent app. Admin can reject, accept or review his agents before they enter your app on the basis of the information filled in by them.

To create custom template goto Settings> Template> Create custom.
Add the required fields you want the agents to fill while they signup and save it.
Now Goto Settings> Agent App> Agent Signup> Select the created template and Save.



Video – https://youtu.be/Pypr1b1QGcQ

Step 2 : Create Tasks


You can send orders on Tookan through 6 different ways –
Create Task Button, Bulk CSV upload, Customer App, Tookan Booking Form, APIs and through Yelo (Ordering Platform).

1. Create Task Button

The ‘Create Task’ button is located right on the top bar for easy accessibility from List view and Map view.
Through you can create pickup and delivery tasks

You can create –
Only pickup tasks
Only delivery tasks
Single pickup and multiple delivery tasks
Multiple pickup and single delivery tasks


Pickup/Delivery
When you click on the pickup/delivery button, it expands with detail fields.
Add details like Name, Contact Number, Email Address, Order ID, Address, Time and Description.
You could also upload a reference image and select a suitable template.
You could also add multiple pickup/delivery points by clicking on Add Another Point.


*Note*
Mandatory fields – Address, Date, and Time

Video – https://www.youtube.com/watch?v=SBD_OIWjHGw

2. Bulk CSV Upload


This feature allows you to upload multiple tasks in one go.

The ‘Create Task’ button is broken into two parts. All you need to do is click on the drop-down at the right of the button and select ‘Bulk Import’.

Next, download the sample CSV file wherein you can fill in all the task related information.

For uploading the CSV
1. Select a team (optional)
2. Select Workflow (mandatory)

3. Select the custom field template (optional)

4. Upload the CSV file

Fields in CSV file



1. Task Description – This will include all the additional details of the task,
Example – Order Details, any note, etc.

2. Customer Email – It is the email of the Recipient

3. Customer Name – Name of the Recipient

4. Street Level Address – Address of the Recipient (Including house no. and street no.)

5. City – City of the Recipient

6. Zipcode / Pincode – Area code of the Recipient

7. Country – Country of the Recipient

8. Latitude – It can be used as coordinate point to override Recipient’s Street Level Address so the address pin points at exact location. (Both Latitude and Longitude are important to find exact location on map, mentioning only one won’t work)

9. Longitude –  It can be used as coordinate points to override Recipient’s Street Level Address so the address pin points at exact location. (Both Latitude and Longitude are important to find exact location on map, mentioning only one won’t work)

10. Customer Phone Number – Phone number of the Recipient.

11. Delivery Date and Time – It will be the date and time by which the delivery task needs to be completed.
The format for Dae and Time should be (MM/DD/YYYY) (HH:MM:SS)
Also it should be greater than pickup & current date and time.

12. Agent ID – This can be found on the Dashboard under Menu > Agents
It is required if you want to manually assign the tasks to agents at the time of uploading the task

13. Has_Pickup – It is required if you are making connected Pickup and delivery task
If the pickup and delivery tasks are connected the the value should be 1.
Otherwise if you are making only delivery or only pickup tasks then you can leave it blank

14. Merchant Email – Email of the Pickup customer

15. Merchant Name – Name of Pickup customer

16. P_Street Level Address – Address of Pickup customer

17. P_City – City of Pickup customer

18. P_Zipcode / Pincode – Area code of Pickup customer

19. P_Latitude –  It can be used as coordinate point to override Pickup customer’s Street Level Address so the address pin points at exact location. (Both Latitude and Longitude are important to find exact location on map, mentioning only one won’t work)

20. P_Longitude –  It can be used as coordinate points to override Pickup customer’s Street Level Address so the address pin points at exact location. (Both Latitude and Longitude are important to find exact location on map, mentioning only one won’t work)

21. Phone Number – Phone number of the Pickup customer

22. Pickup Date and Time – It will be the date and time by which the pickup task needs to be completed.
The format for Dae and Time should be (MM/DD/YYYY) (HH:MM: SS)
Also, it should be greater than the current date and time.


*Note*
– Mandatory fields are marked with * in the CSV
– If you are creating only delivery tasks then you can leave pickup details blank
– If you are creating only pickup tasks then you can leave delivery details blank
– To create connected pickup and delivery tasks fill in all the fields
– Do not change the header of the CSV file

Video – https://www.youtube.com/watch?v=xyayNR23utE




3. Tookan Form

Tookan forms allow your customers to directly create tasks, using a web form.
These are customizable which can be used as per your requirement and business use-case.

To activate Tookan forms
Goto Extensions > Tookan forms > Activate

Once activated Goto Settings> Form Editor > Add Form and create a form


*Note*
It is a paid Extension

Video – https://www.youtube.com/watch?v=3P46D27OfAw&t=43s


4. Creating tasks through Customer App

Customer app is a white-labeled solution wherein you can get it branded under your company name and have the app on the play store and app store.

The customers can download the app and start placing orders which will directly reflect the admin on the dashboard.

Video – https://www.youtube.com/watch?v=YzEJm0Y9xt4
https://www.youtube.com/watch?v=k7gmEGqTg7c

5. Creating tasks through API

The Tookan API is a Restful web service for developers to programmatically interact with Tookan’s data and real-time delivery management functionality.

If you have some third-party platform then it can be integrated with Tookan through API.

Tookan has open API which you can use to push orders from your platform onto the Tookan dashboard

API Documentation – https://tookanapi.docs.apiary.io

6. Creating tasks through Yelo

Yelo is a marketplace where the customers can place the orders from website/app and the orders will be pushed to Tookan wherein the deliveries can be managed.

Adding Additional Information In Tasks

To add any additional information to the tasks which you maybe want your customers to fill while placing an order or want you agent to see/edit on the agent app can be achieved through templates.

Go to Menu > Settings > Templates

Custom fields allow you to capture the information in a form that is specific to your business.

You can create multiple templates based on your requirement and you can add as many custom fields in a template as required.

Once the template is created, you can add the template while creating a new task, thus providing you additional fields.

These custom fields are shared with your agents in the app, providing them the additional info as required also it can be viewed on customer app and booking form if the template is linked to them.

App Side Display: In the app side display drop down you can either select Read Only/Allow Agent Input. If you choose to Allow agent Input as per your needs, you can also make the particular field mandatory, agents will need to fill the field in order to complete a task.

Video – https://www.youtube.com/watch?v=kc6ZDkcYm40

Step 3: Task Assignment

After the tasks are created on the dashboard the main part that comes into the picture is task assignment.
After the task is assigned to the agent only then he would be able to perform further action on the task.

There are 2 methods to assign tasks –
– Manual
– Auto Allocation

1. Manual Assignment

In the case of manual assignment, the admin has to manually assign the tasks to the agent from the dashboard

Assigning a task to an agent can be done in three different ways:

  • First
    Create a new task, by selecting any one of the following
    Create Task OR Bulk Import Tasks
    – Fill in all the details in the Task creation form.
    -Select a Team from the drop-down.
    -Choose one or multiple agents from ‘Assign agent’.
    – Click on ‘Submit’ to save the task.

    Video – https://www.youtube.com/watch?v=uPD3TUvZPYU 

  • Second
    -Click on Tasks in the left panel.
    – Under the Actions column, click on three dots and select Assign.
    -Fill in the details and click on Submit to complete the action.

    Video – https://www.youtube.com/watch?v=LRWf4MUI9PA

  • Third
    -You could assign a task to an agent from the top left side panel of the Dashboard also. Select the Unassigned tab to directly assign the task to the agent.
    – Click on the ‘Assign Agent’’ button on the task tile.
    – A popup would appear and you could choose from the drop-down, list of idle agents that appear.

    -Click on the name of the desired agent, and the unassigned task automatically gets assigned to him/ her.

    Video – https://www.youtube.com/watch?v=uNJmRTlzjcs

2. Auto Allocation

Automatically assign your tasks in Tookan using the Auto Assignment feature. To enable/disable Auto Allocation go to Menu > Settings > Account Setup > Auto Allocation.
The auto-assignment is done based on two parameters:
– Nearest agent (based on displacement)
– Available agent (based on the time slot)

https://help.jungleworks.com/knowledge-base/auto-allocation/


Based on your business requirement, you can set the push notification which is sent to the agents, in one of the following ways:

ONE BY ONE
The request goes to one agent (nearest & available) first and if the timer runs out or if the agent declines the task, it goes to the second-best option. You can set the timer in the workflows

https://www.youtube.com/watch?v=ikxdf_zadyc



SEND TO ALL
The request is sent to all the available agents and whosoever accepts/ acknowledges the task first will receive it

https://www.youtube.com/watch?v=3F3iVBYKyQg



BATCH WISE
Sends the task request notification to the Agent in batches. You can create batches based on distance, time and group size settings. The task gets assigned to the Agent who accepts the task request first. If no Agent accepts the task, it remains unassigned.

https://www.youtube.com/watch?v=gRsCj67XvKo


ROUND ROBIN:
This new auto assign configuration allows for force assigning the tasks to your agents based on following two parameters:
1. Maximum number of tasks
2. Radius Limit

The system searches for all the available agents within the radius limit around the task location. It sorts the agents based on the number of tasks assigned to the agent and distance from the task location (in 40-60 ratio respectively), filters out all those agents whose tasks’ count is greater than the maximum number of tasks for that day (for which the task is being scheduled). The agent on top of this list is assigned the task.

https://www.youtube.com/watch?v=Ryk2FlT64-M


NEAREST AVAILABLE
Force assigns the task to Agent-based on availability and distance.

https://www.youtube.com/watch?v=5JT3bWV8JdU



First In First Out
Send the task request notification based on First-in, First-out (FIFO). All the created tasks are arranged in a queue and the request for the second task is not sent until the first task gets assigned. The request is sent to the Agent in batches (same as batch-wise allocation). You can create batches based on distance, time, and group size settings.

https://help.jungleworks.com/knowledge-base/first-in-first-out/

Step 4: Tasks Notifications



Tookan completely automates the communication process by sending customized notifications in the form of email and SMS, to the customers associated with each task.

Go to Menu > Settings > Notifications to enable, disable or edit the content for each trigger.

  • Request Received: This is triggered when you create an order.
  • Agent Started: This is triggered when the agent starts a task.
  • Agent Arrived: This is triggered when the agent reaches the destination.
  • Successful Pick Up/Delivery: This is triggered when the task has been completed successfully.
  • Failed Pick Up/Delivery: This is triggered when the task has been completed unsuccessfully.
  • Request Received: This is triggered when you create an order.
  • Agent Started: This is triggered when the agent starts a task.
  • Agent Arrived: This is triggered when the agent reaches the destination.
  • Successful: This is triggered when the task has been completed successfully.
  • Failed: This is triggered when the task has been completed unsuccessfully.
  • Request Received: This is triggered when you create an order.
  • Agent Started: This is triggered when the agent starts a task.
  • Agent Arrived: This is triggered when the agent reaches the destination.
  • Successful: This is triggered when the task has been completed successfully.
  • Failed: This is triggered when the task has been completed unsuccessfully.

Task Update Webhook: Sends webhook for any status updates other than already mentioned or any edit updates.

Video – https://www.youtube.com/watch?v=-2XOtCGyZBQ

Step 5: How to add a Manager



The manager will be the person who the admin can appoint to manage the operations.
He will have limited access and not all the access similar to admin.

Admin can monitor what access he wants to give to his managers

Before creating a Manager the Admin would require to create a role for the manager.

Steps to create a Role for the manager :
– Goto Settings > Access Control
– Select Manager from the drop-down menu in the black bar
– Click Add Role
– Give the desired permissions to the manager (He will only be able to perform the actions you give him permission for)
– Save



Video – https://www.youtube.com/watch?v=kvOCkwfF3HI



Steps Admin has to follow to Add a Manager
– Goto Settings > Manager
– Click on Add Manager.
– Add all the details and click on Create to complete the action.



Video – https://www.youtube.com/watch?v=pCa46cZfemE



*Note*
1. Admin can restrict the permissions through Access Control
2. Admin can assign teams to Manager- he will only see agents from these teams on his dashboard
3. Admin can assign forms to the manager which he will see on his dashboard
4. Admin can assign templates to managers so he can also edit templates as per his requirements

After the Admin creates the manager on the Admin Dashboard the manager will receive an email with his login credentials and URL on which he can log in.

6. Merchants

Merchant is a seller or service provider who runs their own business
The Merchants can use Tookan to manage their deliveries.

Our Merchant extension helps you onboard and manage merchants on your platform.
The merchants can have their own marketplaces from where they can receive orders from the end customers.

The merchants are on-boarded under the admin and have access to their own dashboard to manage their agents, tasks, and business operations.
Admin has full access to all the details and activities taking place on the merchant dashboard. Steps to Onboard a Merchant –
1. Activate merchant option from the Extensions
2. On the admin dashboard Goto Settings > Access Control > Add role for  merchants
Add the relevant permissions you want to assign to the merchants and save.


Video – https://www.youtube.com/watch?v=MOZe356ygEY


3. Now go back to the main menu > Merchants > Add Merchant
4 Select the relevant teams and role you want to assign to that merchant

When you assign teams to the Merchant the merchant will be able to utilize all the agents in the team assigned to him for managing his deliveries.

Video – https://www.youtube.com/watch?v=6S6K9Y45L0o



After creating the Merchant on the Admin panel the merchant will receive an email with all his login details using which he can log in on the merchant dashboard.

The merchant dashboard will have the similar map view and the list view along with the features shown below in the pictures.

The merchants can create tasks and assign it to the agents assigned to them by the admin.
Also, the merchants can add their own agents if they do their own deliveries.

The merchants will be able to track the agents in a similar way to the admin and thus manage the operations on their dashboard.

The admin on the other hand can monitor everything that the merchant is doing on his dashboard and can see all his tasks in the admin panel

Steps to check the Merchant tasks on the Admin panel –
1. Switch to map view on Admin panel
2. From the drop-down in the black bar on the top select the merchant name instead of admin only.
This will allow the admin to view tasks of that particular merchant

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